Service Manager – HVAC

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Customer Care Lead

TITLE: Customer Care Lead DEPARTMENT: Customer Service

REPORTS TO: Customer Service Team Manager SUBORDINATES: Customer Service Representatives, Customer Service Assistants, Customer Service Coordinators

LOCATION: Cleveland, OH FLSA STATUS: Exempt

APPROVED/REVISED DATE: May 2023

Our company is a provider of facility solutions. Our objective is to enhance energy efficiency in buildings through HVAC design, electrical enhancements, building automation systems design and installation, maintenance, and repairs. We are a results-oriented business with a track record of reducing our clients’ energy usage and improving their environmental impact. Our team is unparalleled in their dedication to providing effective solutions for our customers. Their collaborative approach to projects sets us apart in the industry. Our company values the expertise and experience of our employees, and we are seeking a skilled Customer Care Lead to join our expanding team.

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JOB SUMMARY:

The incumbent will have the responsibility of achieving service gross profit objectives, managing operational activities, and preserving the customer base. This individual will work closely with customers to fulfill HVAC and electrical system maintenance obligations. Moreover, they will collaborate with a team and subcontractors to manage a portfolio of business, while ensuring profitability and maintaining necessary documentation, including weekly reports. This role will also involve designing, estimating, and proposing new service projects, as well as upgrading existing agreements.

DUTIES/RESPONSIBILITIES:

Achieve planned gross profit by overseeing subordinate team.

Assign and coordinate work of team members based on job descriptions and procedures, and assist them in setting objectives.

Thoroughly assess and document performance of team members, and follow up as necessary.

Conduct on-site visits to inspect equipment and equipment rooms to ensure optimal performance.

Instruct, guide, and monitor team members in providing materials, instructions, tools, and logistical support to maximize productivity per work hour.

Motivate team members and foster a positive work environment.

Direct team members to appropriately staff jobs to control labor costs.

Instruct and guide team members in promptly addressing customer complaints to achieve resolution and maintain long-standing relationships.

Conduct customer C.A.R.E.(S) practices to foster enduring relationships.

Instruct and guide team members in promptly addressing customer needs to achieve resolution and maintain long-standing relationships.

Support sales team during client visits as needed.

Manage, instruct, guide, and monitor team members to ensure cost-effective and efficient utilization of equipment, tools, and materials, while optimizing field operations.

Redeem or surpass planned expenses in relation to annual budget.

Motivate and train team members. Develop and implement programs to enhance individuals’ and the team’s skills.

Ensure technical capabilities of field workforce align with current contractual commitments and market strategy.

Conduct regular status reporting and review meetings with team members and supervisors.

Analyze gathered information, combined with personal observations, and present recommendations to the Operations Manager regarding all aspects impacting service operations.

Forecast workforce, manpower requirements, organizational changes, vehicle needs, and actual gross profit levels.

Effectively negotiate price escalations for existing agreements during renewal.

Promptly respond to cancellation notices and endeavor to retain the customer. Aim to renew at least 92% of existing contracts annually.

Collaborate with operations manager to establish crew size guidelines and closely monitor adherence to them. Recommend additions or deletions based on annual operating plan, performance against the plan, and business needs.

Other Duties

o Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this role. Duties, responsibilities, and activities may change at any time with or without notice.

SALES RESPONSIBILITIES:

Achieve project sales plan with a minimum target of $450,000.

Promote new business and upgrades to existing agreements by directing and coaching team members to generate and report leads and sales opportunities.

Provide qualified leads to the sales team and keep them informed about competitive sales efforts.

Refer 6 leads to the construction team during the year.

Encourage field technicians to propose and close at least one opportunity per month.

SUPERVISOR RESPONSIBILITIES:

Interview, assist in hiring, review, and discipline team members as necessary.

QUALIFICATIONS:

Minimum of 5 years of experience as a Service Technician, Service Manager, Project Sales Representative, or Operations Manager.

5 years of experience managing commercial accounts.

5 years of experience in commercial, educational, governmental, or industrial facilities.

KNOWLEDGE, SKILLS & ABILITIES:

Excellent/Good communication skills (verbal and written).

Ability to foster positive working relationships.

Strong organizational skills.

Professionalism, diplomacy, and negotiation skills.

Ability to maintain regular attendance.

WORKING CONDITIONS:

This position operates in a professional office setting. The individual will routinely use standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Must be able to drive to and from business appointments and job sites.

Must be able to climb ladders to access equipment.

Must be willing and able to open mechanical equipment and visually inspect operation, following proper training and safety guidelines.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; handle, or feel objects, tools, or controls; climb stairs and ladders; talk or hear. The employee must occasionally lift or move office products and supplies weighing up to 20 pounds.

Our company offers competitive compensation, an exceptional benefits package including 401(k) with company match, health/dental/vision coverage, life insurance, LTD, flexible spending accounts, paid time off, annual performance bonus, on-site gym facilities, and a supportive work environment!

Our company is proud to be an Equal Opportunity Employer and a Drug-Free Workplace.

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