HVAC Service Manager - Oil & Propane

The Service Manager is responsible for the Rick Wenzel Oil Service and Installation Department. This includes but is not limited to the day-to-day management of the Service Department, customer service, warranty claims, managing and ordering inventory and Service Department budgeting. This manager routinely works directly with service technicians and other managers to ensure customer satisfaction. This individual is a key component who will be tasked with running the day to day operations in an efficient manner which promotes growth and profitability.

Essential Duties and Responsibilities: include, but are not limited to:

· Daily dispatch of all service and install technicians. Brief them of all appointments and tasks for the day. Provide all necessary paperwork and information needed to perform each task as efficiently as possible.

· Lead and coach all Service Department employees. Provide sufficient knowledge, skills, training, and information to achieve peak performance, continuous improvement, and a positive, productive work environment consistent with company goals and objectives. Previous field experience is required.

· Routinely review the technicians work to ensure that the quality meets the company’s standards as set forth in training and policies. Identify any issues or areas which could use training for improvement of skills and standards.

· Daily interaction with customers. Fielding all customer inquiries with understanding and care. Responding to them within a timely manner. This requires daily clerical tasks such as emails, phone calls, etc

· Communicates regularly with overseeing Manger that technicians are being scheduled properly by skill level, efficiency and current training. Report to overseeing Manager on information, estimated time to complete jobs, labor hours and parts used/needed.

· Reviews and posts work orders and invoices in Ignite.

· Reviews all employee time cards for accuracy and submits to Accounting for weekly payroll processing.

· Routinely monitors GPS tracking to ensure that all Service Technicians are straying on track with the day’s schedule.

· Efficiently manage seasonal service fluctuations by promoting and scheduling routine maintenance. This includes mailing reminder notifications to customers and calling to follow up.

· Prepare semi-annual and annual employee performance assessments to be discussed with Management. Keep detailed notes of employee performance on a regular basis so that annual performance reviews are as accurate and detailed as possible. Routinely identify areas which can be improved on an individual basis and as a department.

· Issues warnings and performance improvement plans as identified.

· Plan, coordinate and execute routine staff trainings that will improve the skill and knowledge of the employees. Always be looking for ways to improve employee performance, satisfaction and retention.

· Monitor all Service Technician vehicles to ensure that they are kept in acceptable and clean conditions. Ensure they are receiving regular cleaning and maintenance as necessary.

· Create, manage and improve upon Service Department Policies and Procedures.

· Expect to lift/carry a minimum of 50lbs, stand, sit, bend or kneel for extended periods of time and work in areas that are restrictive.

· Expected to be a team player in the office and be willing to help where needed. This could include, but is not limited to, stuffing envelopes, sending out mailings, helping on the phones with general customer service, etc.

· Be willing to perform other duties as assigned.

Working Behaviors:

· Leadership and Management Skills.

· Excellent organization and time management skills.

· Sound decision making and ability to delegate tasks and responsibilities and needed.

· Clear and concise communication skills.

· Ability to manage many tasks in a fast paced environment.

· Dependability and willingness to work until jobs are completed to satisfaction.

Qualifications:

· Three to five years of Management responsibility in a Service Department.

· Three to five years of HVAC field experience. Experience with oil, propane and AC desired

· Sound ability to manage a fast paced Service Department.

· Proven leadership skills to promote productivity and high standards of performance among staff members.

· Ability to use good judgment and make difficult decisions in a timely manner.

· Proficient computer skills. Ability to use basic programs such as Microsoft Word, Microsoft Excel and E-mail. Discipline to learn internal system (Ignite) to track and bill all service.

· Organized and detail oriented.

· Be results driven and keep accurate and detailed records.

· Excellent verbal and written communication skills.

· Excellent conflict resolution skills.

· Self motivated with the desire to motivate staff members on a daily basis.

· Ideal but not required: Current NH Gas Fitters License // EPA Universal Cert // CDL with Hazmat Endorsements

Job Type: Full-time

Benefits:

Schedule:

Work Location: In person