Job Description

Job Summary:

The HVAC Service Manager is responsible for planning, executing and finalizing service repair, preventative maintenance and new system installations (primarily residential). This individual will maintain a sense of urgency, responsibility and resourcefulness to support and direct all HVAC service and install work.

Principle Duties and Responsibilities

Management of Service Technicians

• Supervise and train the Service Technicians, Fields Sales Supervisors, Dispatch and Installation crews.
• Reviews weekly Payroll time sheets for technicians. Reviews to ensure hours worked and commissions paid is accurate.
• Maintains Tech daily schedules and assists with dispatching Techs as service calls come in, as needed
• Hold all service technicians accountable to keep work sites clean and clear of unnecessary material and/or debris and leave the property "better than we found it".
• Assists, in the field if needed, the timely resolution of customer issues or complex technical problems confronted by the technicians.
• Prepares report and participates in scheduled weekly service meetings.
• Complete documentation and conduct “coaching” sessions to reporting employees for inappropriate behavior, sub-standard performance, poor quality, etc., not following company policies or procedures, including Safety related policies, as needed. Notify General Manager of any issues that may negatively impact the company's image or operations.
• Develop a department that buys in to the culture of the company.
• Hands on approach to ensure crews are completing quality installations.

Customer Service

• Ensure prompt and effective communication to Customers, Coworkers and Executive Staff.
• Resolve direct customer concerns/complaints and poor online reviews.
• Maintain appropriate documentation of communication with customers.
• Resolves invoice disputes with Customers as needed and advises General Manager on a timely basis if issues cannot be resolved.
• Monitors the quality of our service and repairs in the field.

Office Functions

• Assists and provides support to Dispatch Team daily completing proposals (for repair) as needed to ensure all proposals are completed and distributed in a timely manner.
• Pulls permits as needed for his staff.
• Verify PPE is being used by all employees on each site visit. Report all instances of injuries, near-misses, property damage, and safety concerns to ownership.
• Oversee fleet and warehouse/inventory management.

Minimum Requirements

• Minimum five (5) years HVAC service and installation experience
• Effective verbal and written communication skills
• Proactive communicator who responds with urgency
• Exemplifies problem solving skills and innovative thinking
• Ability to effectively present information and respond to questions from management and customers.
• Ability to calculate figures and amounts such as discounts, prorates, & percentages.
• Flexibility and exceptional multi-tasking abilities
• Superior organizational and time management skills
• Three (3) years supervisory or management experience preferred
• Supports the needs of co-workers and other departments
• Ability to define problems/weaknesses, collect data, establish facts, and draw conclusions.

Certificates, Licenses, Registrations

• Master Mechanical License is required (Or willing to acquire license within 30 days)

Physical and Mental Demands

• Ability to sit or stand for extended periods of time
• Ability to lift a minimum of 85 pounds
• Basic math capabilities
• Ability to learn internet-based software/apps
• Experience with Microsoft Office Suite – Word, Outlook, and Excel

Working Conditions

• Moderate/High noise within company office and offsite jobsites

Disclaimer:
This job description is not meant to be an all-inclusive statement of every duty and responsibility that will be required of an employee in this position. Final job offer is contingent upon successful completion of personal background checks and drug testing. Priority Plumbing and Heating is an equal opportunity Employer.

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