OverviewThe Branch Manager leads the administrative team in supporting our HVAC and refrigeration Technicians in the field. This manager works directly with service and install Technicians, dispatch personnel, 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.
ESSENTIAL DUTIES AND RESPONSIBILITIES Project/ Business Responsibilities - 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.
- Reviews work orders, invoices, and time reports for accuracy.
- Create and send out quotes to customers promptly.
- Assists the Service Manager with facilitating a regular training program to ensure that HVAC Technicians are properly trained on the latest service techniques and safety procedures for equipment and general working conditions.
- Communicates regularly with dispatch to ensure personnel is scheduled properly by skill level, efficiency, and training requirements.
- Communicates 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 and directs Assistant Branch manager to update, customers, builds quotes, set up jobs and other administrative duties needed for properly run branch.
Supervisory Responsibilities - Supports the Service Manager in Interviewing, screening, and evaluating Technicians and
- Screens, Interviews, and evaluates administrative personnel to meet workload demands.
- Schedules HVAC Technicians to meet service demands and customer expectations.
- Reviews work order accuracy, Technicians' work, techniques, and safety requirements to ensure quality meets established standards and recommends improving quality and productivity.
- Responsible for staff performance appraisals, reviews, and setting improvement goals 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 and managing the teams as needed.
- Validates and approves payroll hours.
- Embodies the CoolSys CARES culture (Collaboration, Accountability, Respect, Empowerment, Safety).
- Performs other duties as assigned.
QualificationsEducation / Training - 5+ years of successful and recent HVAC and Refrigeration service experience.
Work Experience / Skills - 2+ years of experience in Service Management is preferred
- 2 years of technical training or an associate degree.
- Solid working knowledge of Word, Excel, and Outlook and the ability to learn new systems.
- Strong business acumen and Working experience in managing and understanding profit margins, job costing, as well as other business-related metrics.
- 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, and technicians.
- Ability and willingness to work a non-standard schedule: nights, weekends, and holidays, as necessary.
- Ability to understand and follow all company policies and procedures and all applicable State and Federal laws.
- Ability to use typical business tools including E-Mail, Word, Excel, etc.
