JOB DESCRIPTION Position: HVAC Service Manager Reports to: HVAC Operations Manager Status: Exempt Full-time Yearly Salary: $80K - $105K ESSENTIAL FUNCTIONS- include and are not limited to: The HVAC Service Manager is responsible for working with HVAC employees in their assigned region to provide leadership, guidance, training & development and any other support that they may need to perform their job to the best of their abilities while maintaining or exceeding company standards. Is responsible for working with HVAC field staff on communications and implementation of standard operating procedures and best practices for their region. This position will require some time in the field in support of field staff for training and in areas that require special attention. Is responsible directly and/or indirectly for HVAC Field Supervisors, HVAC Service Technicians, HVAC Service Coordinators, and HVAC Service Parts Coordinators. The HVAC Service is accountable to their regions HVAC Division P&L, is responsible for accuracy in service job documentation and assists with the service billing process. MANAGEMENT RESPONSIBILITIES- include and are not limited to: Work with our HVAC Customer Service Team to oversee and coordinate completion of all Service Teams’ daily tasks according to their current job description. Includes proper skill matching, efficient routing, providing information, tools and necessary materials to complete their jobs. Work with HVAC Field Supervisors and HVAC Parts Coordinators to ensure needed tools, parts, and inventory are matched with the work being done in the field to help reduce waste and increase efficiencies. Work closely with Customer Service Team and Service Teams on the planning and preparation of service jobs. With the assistance of the HVAC Field Supervisor, coordinate required training for all Technicians, either as a group or individually as needed. This includes the training for all new hires. Be a line of support for our HVAC Field Supervisors and Service Technicians to ensure compliance with company policies & processes, development, quality control, safety, and profitability in the field while providing our customers the highest possible level of customer service. Hold employees accountable to all company standards and provide coaching and discipline per company guidelines. Conduct performance reviews regularly with all staff. Review service tickets to ensure all technicians adhere to procedural standards of reporting and documentation. Assist with billing of Service jobs, and is responsible for accuracy in service work documentation. Works with HVAC Customer Service Team, Sales Specialists, and Billing to help implement consistent HVAC processes across all departments. Assist HVAC Operations Manager as needed on development, creation, and implementation of Service department quality standards and best practices. Work with Regional, Operations, Service and Customer Service on the rollout of new processes and provides continual support throughout implementations. Provide training and guidance on adopted best practices in person and remotely. Demonstrate our communication standards and uniformity in how our branch personnel communicate with our customers. Assist branch employees with walk in customers, phone sales, customer complaints, and past due collections as needed. Assist with the recruiting, interviewing, and hiring of new Service Team members as needed. Assist with and approve weekly payroll for all employees under your supervision. Complete any reports and paperwork according to company standards, policies and procedures. Exchange trade related knowledge and information with the supervisor and co-workers. Communicate with the supervisor on a daily basis. Participate in any required certifications and safety meetings. Report any incidents promptly and accurately. Report to work with minimal absenteeism or tardiness. Attend job related trainings and meetings as requested. FIELD REQUIREMENTS: Occasionally ride and work with Service Technicians on site as needed for the purpose of training, quality control, compliance with company safety polices and to identify areas where individuals need training. Work in the field on advanced or more complex problems that require special attention as needed. Have the ability to install, maintain and repair heating, ventilation, and cooling units. Includes proper diagnosing and repair of mechanical & electrical components for these systems. Have the ability to diagnose diverse service issues, obtain any replacements parts, and communicate fully to customer what the issue is and what is needed to correct it. Ability to identify and discuss potential opportunities for additional business with customers. QUALIFICATIONS AND SKILLS- include and are not limited to: Minimum of 2 years of managerial experience in a technical trade industry (preferably HVAC) overseeing technical work in home services business. Strong leadership qualities, including a positive attitude and ability to work with others in a team atmosphere. Excellent customer service skills with a strong desire to exceed customer expectations. Highly organized and detail oriented. Possess computer skills, including basic Excel, Word, Outlook email, and typing. Excellent verbal and electronic communication skills. Comfortable teaching and relaying information in a way that can be easily comprehended. Active listening and collaboration skills. Respond positively to coaching and incorporate feedback. Has advanced knowledge of the HVAC business workings and a desire to learn. Multi-tasks and has high standards for quality and accuracy. Works well independently and as part of a team. Enjoys working on projects and participating in creating and implementing new processes and procedures. Has patience and can maintain composure under frustrating circumstances. Can see big picture and work well with other departments to overcome challenges. Ability to travel regularly with occasional overnights OTHER REQUIREMENTS: This position also requires the Service Manager to be available after normal business hours and on weekends as needed to handle all necessary technician and customer inquiries. The position requires having excellent customer service, listening and influencing skills. Valid driver’s license and clean vehicle driving record. Performs other job-related activities, tasks, and special projects as assigned The list of requirements, duties and responsibilities is not exhaustive but is merely the most accurate list for the current job. Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change. (For example, emergencies, changes in personnel, workload or technical development.)