ResponsibilitiesThe Branch Manager leads the administrative team in supporting our HVAC and refrigeration Technicians in the field. This manager works directly with Service Manager, Technicians, Dispatch, Purchasing, and other managers to ensure customer satisfaction while meeting departmental goals and objectives. The Branch Manager will present themselves as a senior company representative, often communicating directly with customers, vendors, and suppliers to ensure accurate communication of job or project status and requirements. In addition, the Branch Manager has P&L ownership for their respective branch.
ESSENTIAL DUTIES AND RESPONSIBILITIES - Has ultimate responsibility and accountability for the success of the branch.
- In larger branches, the Branch Manager will be responsible for leading and directing the Dispatcher and Assistant Branch Manager (ABM); in smaller branches the Branch Manager will be responsible for leading and directing the Service Techs.
- Responsibilities include leading and directing the Dispatch and ABM functions of the branch; this includes but is not limited to, achieving the Annual Procurement Plan (e.g., hitting targeted vendor spend discount rates) and monitoring Dispatching functions daily.
- Maintains communication with vendors and customers and internal teams to ensure prompt and professional service.
- Grows branch revenue and maximizes branch profitability.
- Prioritizes customer needs by delivering high-quality service and engaging with partners, with an emphasis on continuously improving the customer experience.
- Develops and monitors budgets, goals, and objectives to maintain satisfactory P/L.
- Review all work orders for accuracy assigned to Service Manager's Call to Billing (C2B) queue, as well as payroll / timecard reports.
- Reviews and approves quotes to customers promptly.
- Communicate daily with Dispatch, reporting on project information, estimated job completion time, labor hours, and parts or material used.
- Following company operational processes and manages operational KPIs and metrics. Work with team to update customers, build quotes, help procure hard to find parts, and other administrative duties needed to properly run the branch.
- Supports the Service Manager in interviewing, screening, and evaluating Technicians.
- Screens, interviews, and evaluates administrative personnel to meet workload demands.
- Provides oversight in scheduling Technicians (day, night, and weekends) to meet service demands and customer expectations.
- Responsible for staff performance appraisals, reviews, and setting improvement goals for their direct reports per company requirements.
- Complies with all applicable health and safety regulations, policies, and established work practices; ensures appropriate employee safety training and compliance is completed.
- Supports the Service Manager in managing service teams as needed.
- Performs all other duties as assigned.
QualificationsEducation/ Training - High school diploma, GED, or completion of trade program or technical school.
Work Experience / Skills - Must have experience in the commercial HVAC/R industry.
- 3+ years of service management experience required.
- Strong business acumen and working experience in managing and understanding profit margins, job costing, as well as other business-related metrics.
- Ability and willingness to work a non-standard schedule: nights, weekends, and holidays, as necessary.
- Solid working knowledge of Word, Excel, and Outlook and the ability to learn new systems.
- Demonstrated understanding of business acumen in a service environment (e.g., profitability, customer relations, quality, safety, etc.)
- Ability to use typical business tools including Microsoft Office, Work Order/Dispatch Software, Enterprise Resource Planning (ERP) software, etc.
- Problem-solving and conflict-management skills.
- Detail-oriented and highly organized with the ability to handle multiple tasks and assignments.
- Ability to generate ideas and create processes to grow the service department.
- Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to work well with management, executive leadership, support staff, technicians, and customers / vendors.
- Ability to understand and follow all company policies and procedures and all applicable State and Federal laws.
- Valid driver's license.
