Job Summary

Primary Function:

Manage and oversee all activities of the Service Department. Develop new clients; Identify client's needs and offer effective service solutions. Develop and implement plans to maximize department profitability. Work with internal colleagues to ensure customer satisfaction with ES equipment.

Essential Duties & Responsibilities

Job Duties:

• Ensure the highest level of customer satisfaction by providing world class Service to ES customers.
• Develop and implement service sales strategy in line with company strategy.
• Establish department policy for customer service relations.
• Develop marketing plans to maintain customer base and attract new customers.
• Prepare annual department budget forecast.
• Prepare, review and maintain departmental Standard Operating Procedures (SOP).
• Develop and implement plans and activities to maximize department profitability.
• Plan department expenditures for equipment, personnel training, vehicles and equipment repair.
• Establish and promote recruiting objectives to attract new personnel.
• Responsible for the strategic geographical placement of all field service personnel.
• Review performance evaluations for all department personnel.
• Review and approve all department personnel expense reports and timesheets.
• Ensure field service personnel are regulatory compliant in accordance with applicable local, state, and federal agencies regarding the use and maintenance of refrigerants, gases, and lubricants.
• Recommend wage structure and merit increases for department personnel.
• Ensure field service technicians are duly certified, licensed, and approved to work in assigned geographical areas.
• Ensure that customer complaints and problems are resolved in accordance with company policy.
• Evaluate and establish network of contract service groups to provide nationwide service support.
• Identify recurring problems found in the field and notify engineering staff.
• Encourage product sales and refer sales leads to the Sales Department.
• Member of the Company Executive Team.
• Maintain a working knowledge of company products and services as well as functions of the Service Department.
• Attend industry functions.
• Overnight travel required periodically.
• Other duties as assigned by the President/General Manager.

Qualifications

Job Knowledge

Requires broad background in management, HVAC, electrical, OSHA, budget preparation, customer service, and personnel management.

Experience

Minimum ten years of experience working in a diversified service support environment. Five or more years in a business planning and managing high impact delivery service environment. Broad management background in HVAC, electrical, OSHA, customer service and personnel management.

Supervision Responsibility

This position will oversee all service department personnel.

Contact with Others

Has extensive outside contact with customers, vendors, calibration labs, field service personnel, and service representatives. Must have the ability to converse with customers concerning the services offered and be able to steer customers in order to achieve the best result for the customer as well as the company. Works closely with other departments including engineering, sales, production, quality control, and administration. Customer contact requires tact, courtesy, and good judgment.

Confidential Data

Has access to product information, prints, validation documents, protocols, and customer accounts. Good customer relations require this information be kept confidential. Access to financial information requires high level of confidentiality. Information from personnel files must be kept confidential.

Accuracy is required in most aspects of this job including documentation and procedures. Errors in judgment could be expensive and affect customer goodwill

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Physical Demands

Environment

Most work is performed in a standard office environment, some work will be performed on site at customer locations.

Work Environment

Environment

Most work is performed in a standard office environment, some work will be performed on site at customer locations.

Geographic Disclosure

Based in Raleigh but could be visiting work areas around USA.