Job SummaryThe Residential Services General Manager is responsible for managing the Company's day-to-day operations of the Residential Services Group (RSG), including residential HVAC and plumbing installations, emergency and routine maintenance services, and residential sales activities. This includes providing recommendations for improvement, identifying future challenges and opportunities, and developing effective communication processes to support and engage Tucker Mechanical business leaders.
Essential Duties & Responsibilities- Oversee all operations of the RSG Project Execution Team to ensure adherence to the highest levels of safety, quality, customer service, cost control, reliability, and financial performance while maintaining a positive team environment.
- Oversee and direct the entire RSG Team, including Project Managers, Sales Professionals, Administrators, Technicians, Installers, and Subcontractors during planning, design, installation, start-up, programming, commissioning, turnover, warranty, service, and repair activities.
- Oversee scheduling, dispatch, and quality control for all service jobs. Handle escalated customer complaints, resolve technical issues, and maintain high levels of customer satisfaction.
- Establish, implement, and manage effective, budget-conscious advertising and marketing campaigns.
- Manage the financial performance of all RSG offerings, including time and material work, responsive service, planned maintenance agreements, installations, and projects.
- Drive operational efficiency and standardization across all RSG offerings, including project delivery. Oversee established processes to ensure client commitments are fulfilled in a timely and cost-effective manner.
- Collaborate with other Tucker Group Managers to ensure the Company maintains processes and tools that align with industry best practices. Drive the implementation of appropriate technology throughout the RSG.
- Maintain a culture of accountability and continuous improvement where key performance indicators (KPIs) are established, measured, tracked, and reviewed.
- Lead strategic sales initiatives, identify sales targets, support estimate and proposal development, and maintain executive-level customer relationships to drive growth and profitability.
- Interface directly and indirectly with clients to define project requirements.
- Prepare project plans, resource requirements, work schedules, milestones, quality control measures, risk assessments, and mitigation plans.
- Actively participate in senior-level selling efforts on strategic projects and key accounts while maintaining strong relationships with existing owners and end-user customers.
- Provide leadership and guidance to the sales team regarding estimates, proposals, pricing strategies, and sales opportunities.
- Be actively involved in all RSG proposals and estimates prior to submission to clients.
- Participate in customer meetings, presentations, and business development events that strengthen client relationships.
- Develop and maintain relationships with new and existing customers to maximize opportunities, ensure customer satisfaction, and support current and future projects and service contracts.
- Collaborate with all departments within the organization to assist with lead generation, opportunity execution, and overall sales-to-operations strategy.
- Manage inventory, supplier relationships, and procurement of HVAC, plumbing, and related materials and equipment.
- Develop and implement strategies to improve service efficiency, productivity, customer satisfaction, and profitability.
- Stay current with HVAC and plumbing technologies, industry trends, and best practices.
- Establish and uphold the highest standards of honesty, ethics, professionalism, and integrity throughout the Residential Services Group.
Qualifications- Undergraduate or graduate degree, preferably in Business, Finance, Engineering, Construction Management, or a related field, with a minimum of 10 years of progressive experience in the residential HVAC and plumbing industry; or 15 or more years of progressive residential service industry experience, including at least 10 years of leadership experience managing sales, installation, and service personnel.
- In-depth knowledge of the residential HVAC and plumbing industry, including current market trends, technologies, and best practices.
- Strong technical competency, including knowledge of software applications, business systems, technology platforms, and operational tools.
- Demonstrated initiative and the ability to work effectively in a team-oriented environment.
- Ability to effectively manage stressful situations and deadline-driven environments.
- Excellent communication, presentation, and interpersonal skills.
- Strong organizational, leadership, and decision-making abilities.
- Exceptional sales and business development experience required.
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Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, see, talk, and hear. The employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls. The employee is regularly required to walk, reach with hands and arms. The employee will frequently use office tools and equipment such as computers, calculators, copy machines etc. The position requires regular mobility within the office. The position requires commuting from one construction site to another in the field. The employee must be able to navigate around job site locations.
Work EnvironmentThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will regularly work in typical office environment conditions. The employee will also frequently work at residential sites when visiting field locations.
