HVAC Service Manager

Position: HVAC Service Manager

Location: Livermore CA (Remote)

Type: Full time

Summary:

The Service Manager is responsible for overseeing all aspects of our commercial cooling service operations ensuring the highest level of customer satisfaction and technical excellence. As a key service operations lead the Service Manager will effectively develop and manage our service operations in a manner that promotes our customer satisfaction service market growth and the company s profitability. The successful candidate will be some who is looking for an exciting opportunity to be part of the decision-making group in a growing company where he/she can pursue his/her interest and career growth across functions and geographies.

Job Responsibilities and Duties:

• Serve as a technical resource for service technicians providing guidance on troubleshooting diagnostics installation and repair techniques. Stay updated on the latest advancements in commercial cooling technology and best practices.
• Lead and manage service providers and support staff providing guidance training and technical support to ensure optimal performance and productivity.
• Lead service team and manage emergency response system to ensure service calls are answered 24/7 and response to customers within 15 minutes.
• Oversee the service cases ensuring timely response and resolution of customer issues. Monitor service activities to ensure compliance with company standards and customer expectations.
• Manage customer relationships provide solutions for customer escalations and track customer satisfaction. Regularly contact customers to evaluate service performance solve issues and seek opportunities for improvement.
• Assist Service Director to define service team goals and objectives establish service annual performance and financial targets and direct service operations to achieve business goals and objectives.
• Oversee all aspects of our daily service operations including preventative maintenance and repair 24X7 EM service delivery installation technical support.
• Drive profitable growth through the delivery of quality service on time and within service timeline. Continuously look for ways to be cost effective.
• Organize and facilitate monthly service operation reviews identify area for improvement and initiate changes
• Oversee the management of HVAC service partners suppliers and 3rd party service providers. Monitor performance metrics and quality control systems to ensure quality delivery and optimization of performance.
• Support service leader on the negotiation of service contracts to ensure that service contracts are well-designed and set the company up for quality control cost management and future business opportunities.
• Participate trade show or expo presentations seminars and education that promote the image of the company and its products and services

Skills/Qualifications:

• HVAC/R experience required.
• HVAC/R license is preferred.
• Experience in managing and developing subcontractors is required.
• Negotiation and problem-solving skills with subcontractors are required.
• College degree in engineering and business operations is preferred.
• Minimum 5 years leadership role in both technical and business operations is required.
• Must possess excellent communication business presentation and public speaking skills
• Solid business acumen ability to influence others.
• Aptitude to create and lead the strategy for new client opportunity
• Commit to customer excellence and the ability to become a trusted advisor to our customers
• Solid knowledge of MS Office applications ability to develop sales packages presentations client reports and other sales related documentation and collateral.
• 10%-25% domestic travel may be needed. Some international travel may be required