3+ years in supervisory or management role leading teams
Strong knowledge of refrigeration and HVAC systems
Excellent customer relations and interpersonal skills
Ability to multitask between office and field environments
Strong planning and organizational abilities
Proficient in Microsoft Office Suite
Ability to facilitate conflict resolution and create win-win scenarios
Responsibilities
Lead, motivate, and support field service supervisors and technicians
Initiate and oversee the completion of new service agreements
Ensure on-time completion of preventive maintenance tasks
Monitor and adjust service performance through detailed reports
Hold technicians accountable for service resolutions and paperwork
Manage billing processes and address invoice-related queries
Conduct regular reviews and training for ongoing technician development
Benefits
Encouragement of membership in technical or professional organizations
Focus on safety and Lean work practices
Support for ongoing training and development opportunities
Full Job Description
Position Purpose
Provide leadership, motivation and support to field service supervisors and technicians in the assigned territory that meet and exceed customer expectations. Maintain quality standards of all work performed. Primary responsibility is to ensure that all service agreements and projects for assigned areas are initiated, set up, followed through on, performing at or better than planned gross profit and closed out in a timely fashion.
Position Responsibilities Service Agreement Duties:
Responsible for new agreement startups for completion within established timeframes while following Bassett's Standard Operating Procedures (SOP's). Assign primary technician; make sure units get labeled appropriately. If applicable, startup reports are filled out correctly, identify equipment upgrades required or project opportunities, identify and address safety concerns and on time customer required safety training, evaluate opportunities for increased efficiencies, and participate in start-up meetings.
Completes all PM tasking set up for new agreements as determined in the SOP booking package. On a quarterly basis perform load leveling evaluation of all the PM. Make recommendation to standard tasking as identified to Regional Operations Manager.
Ensure on time PM completion based on monthly goals; work directly with dispatch on planning and scheduling of work and monitor completion status on an ongoing basis.
Regularly reviewing/investigating APR (agreement performance reports) and recommend adjustments as needed. Monitor causes and actions through the use of the "dirty dozen" list.
Monitor completion and daily submittal of service resolutions as well as other paperwork requirements; hold technicians accountable as needed.
Complete the weekly costing process to identify extras that need to be billed; answer coverage questions; review service report errors, invoice issues and calls covered/not covered and assist with resolution.
Review historical data and current conditions to complete renewal recommendations 45 days in advance.
Research customer complaints and invoice issues and follow-up in a timely manner and document as required (QAF). Work closely with accounting personnel to assist with collection issues, as needed.
Instruct, direct, monitor and support staff in providing materials, directions, tools, and logistical support to the field in order to maximize output per labor hour
Review operating policies, procedures and standard work; and recommend corrective action as needed
Assist service operations leadership in the approval of all maintenance pricing, including project pricing as needed.
Leadership Duties:
Coach and mentor the field service supervisors. Foster teamwork, encourage empowerment to make decisions, ensure appropriate delegation, and champion and audit for standard work across those locations.
Responsible for ongoing technician recruiting; work with the supervisor related to technician development, monitoring technician performance, and performing annual performance reviews.
In conjunction with service operations leadership, evaluate current and ongoing needs to develop an annual training schedule for the service technicians. Maintain training records and skills matrix to drive continued development to meet the needs of the division.
As a partner to the overall sales and project teams, support the maintenance sales representatives as needed to assist in developing new customer relationships; help maintain existing relationships through periodic scheduled visits and/or support of the CARE representative as needed; and assist the Service Project team with related project needs.
Operational/Support Duties:
Actively participate in the planning of department meetings
Serve as a resource for sales, purchasing, dispatch and business systems to answer technical questions or trouble shoot solutions as needed.
Provide ongoing input to management and actively participate in regular review meetings on work progress, customer relations, field relations, internal administration and other matters affecting service operations.
Assist service operations leadership in developing the recommended yearly operations plan for budgeting.
Assist in managing the individual spend plans for all agreements.
Membership in technical or professional organizations is encouraged.
Support and maintain a safe and Lean work environment.
Other duties as assigned.
Summary of Skills, Knowledge and Abilities
Minimum 3 years in a supervisory or management field involving leadership of direct reports or related experience in leading peers and teams
Must have high level of knowledge of refrigeration and/or heating and air conditioning equipment
Excellent customer relation and people skills
Ability to multitask and shift from office work to field work as required
High level of planning and organizing required
Ability to communicate openly and honestly at all levels
Ability to work through conflict and create win/ win results
Proficient in using computers and digital tools, including Microsoft Word, Excel, PowerPoint, and Outlook
Ability to develop finance and budgeting skills
Membership in technical or professional organizations is encouraged
