Commercial Service Manager
Company: Encon Heating & AC
Location: Stratford
Posted on: October 31, 2024
Job Description:
Description:The Commercial Service Manager is responsible for
all service-related field and administrative functions within the
Commercial Market Segment. The Service Manager is the team leader
for the technicians, the field supervisor, the tech advisor, and
the region's administrative person or person(s).
They must build positive morale within the team; ensure department
procedures are followed to ensure smooth and productive processes
and resolve customer concerns and issues as quickly as possible. A
wide degree of creativity and latitude is expected in accomplishing
responsibilities.
The Commercial Service Manager is responsible for the financial
contribution of their accounts and team, including reaching
department targets for profitability and positive cash flow,
managing receivables, and authorizing any invoicing adjustments
within the team.
Job Responsibilities Commercial Service Manager
In addition to the above, the Service Manager oversees daily
activities and provides training and support to their team by;
Leadership and Team Management
- Providing daily leadership to technicians to exceed customer
expectations. This should be accomplished by consistent
communication with the department head on "coaching and teaching"
opportunities for all field employees.
- Leading and directing the work of others to continue to achieve
Service Standards.
- Train and lead the Field Supervisor to run their crews
efficiently. Examples of these tasks could include: - Set up and
order materials themselves from the site. - Keep track of their
clients and what maintenance visits or follow-ups need to be done
and schedule their weeks. - Giving clients quotes in the field -
Speak with building "decision-makers" to get approval for work
- This position must "Cover down" all the above responsibilities
until a high degree of confidence is built in their ability to do
so without interjection.
- Train and Lead the Field Supervisor to run their crews
efficiently.
- Rely on extensive experience and judgment to help technicians
plan and accomplish goals.
- Consistent communication with the department head on coaching
and teaching opportunities for all field employees.
- Recruit and retain new talent for the team.
- Contributing to the development of customer support strategies
and plans.
- Work with all Company Production Teams to share field labor
when necessary.Operations and Efficiency
- Ensure all maintenance visits are completed on time and on or
under budget.
- Identifying system and workflow improvements to enhance the
team's efficiency.
- Review all region invoices for accuracy in margins and identify
technician training opportunities.
- Review all estimates before sending to clients, focusing on
pricing and customer experience. Use these estimates to help
further develop the Pricebook offerings
- Contribute to a Monthly Service Leadership meeting to report on
Regions KPI's.Customer Relationship Management
- Work with Customer Service, Dispatchers, and other department
managers to improve technician interaction with clients.
- Resolution of customer questions, complaints, and issues.
- Stays in touch with client needs and ongoing relationships with
major accounts.
- Review all MA cancellations and attempt to save the
customer.
- Contributing to the development of customer support strategies
and plans.Financial Oversight and Strategy
- Identify and estimate replacement sales for equipment on
accounts under your responsibility.
- Maintenance performance: responsible for yearly pricing review,
performance, and profitability of service maintenance
agreements.
- Manages accounts receivable within the Group and overall
responsibility for the profitability and performance of the
team.
Requirements: Required Skills & Experience Commercial Service
Manager
- Bachelor's degree or equivalent experience
- HVAC experience of the same kind (preferred)
- Customer service experience
- Service Titan experience (preferred)
- Highly organized and goal-driven
- Strong computer skills (MS Office, Outlook, Word, and
Excel)
- Strong interpersonal and conflict resolution skills, patience,
and tact
- A positive demeanor, leadership ability, and general business
acumen
Eligibility Requirements Commercial Service Manager
- This position requires a valid driver's license.
- Employment/education will be verified.
- Applicants must be currently authorized to work in the United
States on a full-time basis.
- Encon is a drug free workplace and requires post-offer
pre-employment drug testing.
Encon Heating & AC complies with applicable Federal civil rights
laws and does not discriminate on the basis of race, color,
national origin, age, disability, or sex. Encon Heating & AC does
not exclude people or treat them differently because of race,
color, national origin, age, disability, or sex.
CT LIC # HTG-0386317-S1Putnam NY LIC# 31097Westchester NY LIC #
WC-33774-H21MEC # 1093AA/EOE
PI45f63c2b8384-37248-35911208
Keywords: Encon Heating & AC, Stratford , Commercial Service Manager, Executive , Stratford, Connecticut
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