Responsibilities- Manages the Service P/L for assigned branch(s).
- Forecasts manpower requirements.
- Effectively prioritizes customer calls and advises dispatch accordingly.
- Ensures customer requirements are followed and calls are completed on a timely basis.
- Ensures customer rules are accurately adhered to and approves work orders.
- Reviews dashboards and financial reports and takes appropriate action.
- Oversees the procurement of parts and supplies.
- Maintains communication with customers and ensures their expectations are met.
- Resolves issues or problems that impact customer satisfaction.
- Manages and maintains fleet, parts and materials inventory, and resolves discrepancies or problems in a timely manner.
- Develops and maintains long term relationships with customers and subcontractors.
Qualifications- High school diploma, GED, or completion of trade program or technical school. College degree is a plus.
- 10 + years of experience in the refrigeration/HVAC service, commercial construction, or a related industry.
- Knowledge of commercial refrigeration and HVAC principles and practices, including service hour estimation, labor forecasting, and multiple disciplines involved in area of responsibility.
- Proficiency in understanding and managing P&L.
- Demonstrated business acumen
- Proficiency in managing multiple assignments, setting and balancing competing priorities with strong organizational skills and ability to multi task.
- Ability to solve problems and apply good judgement.
- Excellent verbal/nonverbal and written communication and presentation skills.
- Communicates company direction, sets expectations and holds team accountable for results.
- Provides leaderships, builds a collaborative team and rewards accomplishments of the team.
- Interviews, selects, hires, and oversees onboarding of supervisors, team leads and technicians.
- Ensures technicians are scheduled and dispatched efficiently, based on skill level, location, and call volume.
- Manages performance and provides training, coaching and performance feedback to Supervisors, Team Leads and Technicians.
- Uses metrics to drive accountability and performance.
- Ensures compliance of Service policies and procedures, including eSo, refrigerant tracking, time and attendance, etc.
- Ensures use of PPE and the application of safe behavior, including driving, by all employees.
- Ensures customer service and quality of work meets customer requirements and Source standards.
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