Hands-on technical background in HVAC service to support supervisors effectively.
7+ years of HVAC field service experience, with a focus on managing teams.
Proven experience managing multi-team field operations.
Experience in handling key client accounts in a service context.
Exceptional communication skills for diverse stakeholder interactions.
Valid driver's license and dependable transportation required.
HVAC licensure/certification preferred, enhancing credibility in technical matters.
Familiarity with CRM tools like Microsoft Dynamics or ServiceTitan preferred.
Established connections with facility stakeholders in the NYC market preferred.
Responsibilities
Manage strategic account relationships, acting as the primary contact for unresolved escalations.
Ensure account retention by monitoring satisfaction and service performance.
Identify opportunities for account growth through service expansion and upgrades.
Set service standards and pricing guidance for Field Supervisors and technicians.
Oversee daily field operations, maintaining service quality and response times.
Serve as the escalation point for complex operational issues.
Drive operational consistency across multiple Field Supervisor teams.
Directly manage and coach Field Supervisors, enhancing their autonomy and effectiveness.
Report on account and operational performance at the portfolio level using data analysis.
Ensure compliance with contract standards and safety practices across teams.
Benefits
Comprehensive health insurance coverage.
Flexible work schedule options.
Professional development and training opportunities.
Retirement savings plan with employer contributions.
Generous paid time off policy.
Support for continued education and certification within the HVAC field.
Full Job Description
Key Responsibilities
Personally own and manage BCR's key/strategic account relationships, serving as the senior point of contact for escalations that Field Supervisors can't resolve
Own account retention at the portfolio level: track renewal risk, satisfaction, and service performance across all BCR accounts
Identify and pursue expansion opportunities within the existing account base (additional buildings, additional service scope, contract upgrades)
Set account service standards and pricing guidance that Field Supervisors and technicians work within
Oversee day-to-day BCR field operations across all three Field Supervisor teams, ensuring consistent service quality, response times, and account coverage
Serve as the escalation point for operational issues Field Supervisors can't resolve on their own
Drive consistency in how the three Field Supervisor teams operate - shared standards, shared technical practices, shared account-handling approach - so account experience doesn't vary by which supervisor a client happens to be under
Directly manage, coach, and performance-manage the 3 BCR Field Supervisors, including the newly added third supervisor
Lead the hiring process for the open Field Supervisor req and any future Field Supervisor or technician hires
Build supervisor capability so each can run their crew with real autonomy, rather than escalating routine matters upward
Ensure clear, consistent performance standards are applied across all three supervisor teams
Reports portfolio-level account and operational performance to Oper
Use data to identify at-risk accounts, underperforming crews, and staffing gaps before they become escalations
Own BCR field operations' contribution to revenue and margin: pricing guidance, account profitability, and labor efficiency across the supervisor teams
Provide input on staffing and growth planning
Identify opportunities to improve operational
Ensure field work and account agreements align with contract requirements, codes, and regulatory standards across all teams
Maintain oversight of technician certifications/licensure and safety practices at the portfolio level
Mitigate risk through consistent scope definition, safety standards, and contract execution across all teams
Qualifications:
Hands-on technical background in HVAC service, installation, or maintenance, sufficient to credibly evaluate and support Field Supervisors on technical matters
7+ years of experience in HVAC field services, with meaningful time spent managing supervisors or managers, not just individual technicians
Demonstrated experience managing a multi-team or multi-crew field operation
Experience owning key client account relationships in a service industry context
Strong communication skills across technical, client-facing, and executive-reporting contexts
Valid driver's license and reliable transportation
