Service Manager, Phoenix, AZ

About This Role

Supervises a team of entry to intermediate level Field Service professionals or supervisors of Field Service Technicians. Manages day-to-day priorities in solving client issues received by the team. Optimizes manpower and resources, responds to complaints of customers, and escalates key issues to senior management.

Key Responsibilities

• Champion Service & Optimization guidelines and best practices across the team.
• Drive continuous improvement in KPI performance and field operations by identifying actions, completing tasks assigned in DMBs, and escalating blockers quickly.
• Lead your team's participation in daily DMB meetings, coming prepared to discuss KPI progress and action plans for underperforming metrics.
• Own environmental, health, and safety compliance for the service team, and train every employee to work safely and productively in the shop and on customer sites.
• Review work orders and time reports for accuracy to keep billing clean and accounts receivable on track.
• Resolve warranty issues, product recalls, operational problems, premature failures, and other equipment concerns on products we sell and service.
• Keep communication flowing within the team so technicians are scheduled and dispatched by skill level, efficiency, and training needs.
• Recruit, interview, hire, and develop technicians to meet workload demands and company and customer expectations.
• Meet with customers in your territory to strengthen satisfaction and retention and uncover new service opportunities.
• Lead and direct field technicians in equipment repair, maintenance, start-up, operation, and related work to deliver an outstanding customer experience.
• Forecast, monitor, and report financial performance against plan.
• Coordinate, prioritize, and resolve issues for a skilled, experienced technical team.
• Guide a seasoned team toward established programs and objectives.
• Build lasting customer relationships through regular contact and feedback.
• Respond to key customer concerns and lead satisfaction investigations that produce clear improvement plans.

Required Qualifications

• High School Diploma or GED.
• 3+ years of experience working in the Commercial HVAC industry.
• 3+ years of experience managing or leading a team of technicians.
• Capable of climbing ladders or using other lift equipment over 8 feet above grade and capable of lifting items up to 50lbs.
• Valid and current Driver’s License and can be insurable by the company’s insurance.

Preferred Qualifications

• Bachelor's degree in Business Management or Engineering.
• Experience growing a service agreement base and planned maintenance programs.
• Working knowledge of commercial HVAC systems.
• Technical aptitude, knowledge of local building codes, and the resourcefulness to develop solutions with the tools at hand.
• Strong computer skills, including MS Word, Excel, and Outlook, and the ability to navigate Salesforce.com, ServiceMax, ERP, and other business applications.