Job Description

The Service Manager works under the direction of the VP of Service to oversee the entire service department, with primary focus on technicians, admins, financial, schedule, call completion and quality performance objectives. Knowledge of commercial refrigeration, CO2 refrigeration, HVAC, Computer Control Systems, work place safety, customer relations, accounting processes, bid development & sales is required.

Service Manager Job Duties and Responsibilities

• Fully understand the customers’ needs and manage to complete day to day service calls, preventative maintenance and billings
• Write and submit proposals 
• Manage all communication amongst the team to foster an open environment of positive communication and teamwork to proactively solve issues and successfully execute the project scope.
• Review day to day dispatch board with service management team and all other staff that will be affected by the daily workload; revise the schedule as required
• Review the quality of the work completed with the service team on a regular basis to ensure that it meets the customer standards
• Enhance client relationship through proactive and positive communication, and by recognizing and delivering on client key issues and expectations.
• Travelling to customer sites for scheduled visits and documenting reports for customers and internal office team. 
• Maintain ongoing client relationship and recognize future business opportunities. 
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. 
• Manage labor on calls to see them through to completion 

Skills/Qualifications

Behave Ethically :  Understand ethical behavior and business practices, and ensure that own behavior and the behavior of others is consistent with these standards and aligns with the values of the organization.

Communicate Effectively :  Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques. Proficient in reading construction blue prints, specifications and contract documents.

Creativity/Innovation :  Develop new and unique ways to improve operations of the organization and to create new opportunities.

Foster Teamwork :  Work cooperatively and effectively with others to set goals, resolve problem, and make decisions that enhance organizational effectiveness.

Lead:  Positively influence others to achieve results that are in the best interest of the organization.

Make Decisions:  Assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization.

Organize:  Set priorities, develop a work schedule, monitor progress towards goals, and track details/data/information/activities.

Plan:  Determine strategies to move the organization forward, set goals, create and implement actions plans, and evaluate the process and results.

Solve Problems:  Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem.

EDUCATION

Refrigeration knowledge and background is must. BA or BS degree in technical or construction education program desired, but not required.

EXPERIENCE   

Must have hands-on DX and CO2 Refrigeration Experience. Three or more years of experience in the field as a service technician.

LANGUAGE SKILLS

Must be capable of reading, writing and speaking the English language effectively. 

WRITING SKILLS

Must be able to communicate information and instructions in writing to members of the organization and third parties, professionally.

MATH SKILLS   

Must be able to work with large dollar amounts and be able to add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent with the ability to draw and interpret bar graphs and tracking documents.

TOOLS AND EQUIPMENT SKILLS   

Company supplied Computer & I-Phone

REASONING/COMPLEXITY OF DUTIES

Must understand the necessity for maintaining accurate & current files related to assigned projects, customers and sales team. Must have good problem resolution skills to make decisions related to customer issues. Follow up and follow through are critical elements in this position.

CONTACTS WITH OTHERS

Must be capable of communicating effectively and expeditiously while maintaining professional conduct with all levels of the organization as well as third parties.

CONFIDENTIAL DATA   

Employee will have access to Company confidential information and must be responsible enough to protect such information.

COMPUTER SKILLS

Employee must be an experienced user of Microsoft Office software (Outlook (e-mail), Excel, Word and PowerPoint), capable of learning other personal computer applications. 

PHYSICAL DEMANDS

In performing the duties of this position, the employee is frequently required to sit and talk or listen. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb or balance; stop, crouch and kneel. Occasionally, the employee may have to lift and/or move objects up to 50 lbs. Drive long distances. Vision requirements include close, color and peripheral vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. This position works in a typical office environment. The noise level in the work environment is usually moderate. Visiting customer sites maybe required occasionally. While on customer sites, this person must adhere to OSHA safety guidelines and protocols which means this person may be required to wear personal protective devices such as but not limited to hearing and eye protection.

SUPERVISION RECEIVED 

Employee must be capable of performing their responsibilities with minimal supervision. However, guidance and leadership will be provided to offer direction.

New Company Vehicle (F150 or equivalent) PTO and Paid Holidays Health Insurance Matching 401K plan Bonuses

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