Len The Plumber Inc
HVAC Service Manager
Len The Plumber Inc, Cockeysville, Maryland, United States, 21030
Career Opportunities with Len the PlumberCurrent job opportunities are posted here as they become available.Service Manager / Leader HVAC Division – Len the Plumber Heating & Air
JOIN OUR NEW HVAC TEAM - Baltimore, MDIf you are experienced in Residential Service and possess a positive and enthusiastic approach to customer service, we want to talk to you.Come join our growing team! Guided by values of extraordinarily reliable, same-day service and strong customer relationships, we have grown to become one of the leading residential & commercial plumbing companies in the Mid-Atlantic region.We are a NEXSTAR company, very focused on great quality HVAC work and exceptional Customer Service!Job Summary/Objective:
The HVAC Service Manager manages a team of HVAC Service Technicians in performing residential heating, cooling, and ventilation duties while delivering outstanding quality of work, great customer service experience, and expected company productivity and performance results. The Service Manager will coach service technicians and drive the team to meet departmental budgets.Essential Job Functions:
Work closely with the HVAC Branch Manager to implement business strategies.Manage department through monitoring costs, overhead, and manpower to maintain desired Gross Profit Margins.Achieve budgeted gross margin goals on all residential HVAC service and repair jobs.Manage Service Technicians utilizing key metrics to drive the team to achieve company targets.Provide field coaching, role-playing, and customer service training to Service Technicians following the Nexstar Service System process.Provide or schedule customized technical training to Service Technicians based on technical training proficiency and needs.Recruit, retain, and train professional Service Technicians through traditional recruiting, referral, and networking efforts.Hold team accountable for their productivity performance (i.e. revenue, KPI’s per work order, close rate, customer satisfaction, etc.).Work closely with dispatchers in offering guidance in matching service calls to the right Service Technician.Monitor performance of field technicians daily to achieve sales performance goals.Manage team schedule to ensure appropriate coverage to meet ongoing customer demand.Create and lead productive and high energy Service Tech meetings to cover relevant customer and training topics.Manage the Service Technician payroll and payroll approval process.Provide digital tablet support and assistance on the Service Titan platform to field technicians.Partner with the operations team to ensure quarterly truck inventories are scheduled and administered.Coordinate with internal resources to ensure appropriate equipment rental and day-to-day operational needs are properly addressed.Manage any customer issues to full and timely resolution.Conduct site visits and one-on-one time with technicians in the field on a weekly basis for quality assurance and training purposes.Attend Daily Huddle to determine actions needed to achieve goals and report on team performance.Other Job Functions:
Maintain compliance with local, state, and federal regulations.Ensure safety best practices are followed in the field.Qualifications/Abilities:
Provide leadership, mentorship, and coaching to a team of Service Technicians.Ability to mobilize a team of professional Service Technicians.Ability to provide great customer service.Ability to work cross-functionally in a professional and courteous manner.Ability to solve problems and develop appropriate action plans.Excellent business acumen and interpersonal skills.Ability to work extended hours, weekends, and holidays.Working Conditions/Physical Demands:
Work is generally performed in an office environment.Ability to lift and transport up to 50 lbs.Ability to travel to other locations for training sessions and/or meetings.EXPERIENCE/EDUCATION:
Minimum of 3 years of proven management and/or sales experience in the service industry. Proven record in Team Development, Sales/Operations, and Customer Service. Intermediate proficiency in Microsoft Word, Excel, and PowerPoint applications required.Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.
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JOIN OUR NEW HVAC TEAM - Baltimore, MDIf you are experienced in Residential Service and possess a positive and enthusiastic approach to customer service, we want to talk to you.Come join our growing team! Guided by values of extraordinarily reliable, same-day service and strong customer relationships, we have grown to become one of the leading residential & commercial plumbing companies in the Mid-Atlantic region.We are a NEXSTAR company, very focused on great quality HVAC work and exceptional Customer Service!Job Summary/Objective:
The HVAC Service Manager manages a team of HVAC Service Technicians in performing residential heating, cooling, and ventilation duties while delivering outstanding quality of work, great customer service experience, and expected company productivity and performance results. The Service Manager will coach service technicians and drive the team to meet departmental budgets.Essential Job Functions:
Work closely with the HVAC Branch Manager to implement business strategies.Manage department through monitoring costs, overhead, and manpower to maintain desired Gross Profit Margins.Achieve budgeted gross margin goals on all residential HVAC service and repair jobs.Manage Service Technicians utilizing key metrics to drive the team to achieve company targets.Provide field coaching, role-playing, and customer service training to Service Technicians following the Nexstar Service System process.Provide or schedule customized technical training to Service Technicians based on technical training proficiency and needs.Recruit, retain, and train professional Service Technicians through traditional recruiting, referral, and networking efforts.Hold team accountable for their productivity performance (i.e. revenue, KPI’s per work order, close rate, customer satisfaction, etc.).Work closely with dispatchers in offering guidance in matching service calls to the right Service Technician.Monitor performance of field technicians daily to achieve sales performance goals.Manage team schedule to ensure appropriate coverage to meet ongoing customer demand.Create and lead productive and high energy Service Tech meetings to cover relevant customer and training topics.Manage the Service Technician payroll and payroll approval process.Provide digital tablet support and assistance on the Service Titan platform to field technicians.Partner with the operations team to ensure quarterly truck inventories are scheduled and administered.Coordinate with internal resources to ensure appropriate equipment rental and day-to-day operational needs are properly addressed.Manage any customer issues to full and timely resolution.Conduct site visits and one-on-one time with technicians in the field on a weekly basis for quality assurance and training purposes.Attend Daily Huddle to determine actions needed to achieve goals and report on team performance.Other Job Functions:
Maintain compliance with local, state, and federal regulations.Ensure safety best practices are followed in the field.Qualifications/Abilities:
Provide leadership, mentorship, and coaching to a team of Service Technicians.Ability to mobilize a team of professional Service Technicians.Ability to provide great customer service.Ability to work cross-functionally in a professional and courteous manner.Ability to solve problems and develop appropriate action plans.Excellent business acumen and interpersonal skills.Ability to work extended hours, weekends, and holidays.Working Conditions/Physical Demands:
Work is generally performed in an office environment.Ability to lift and transport up to 50 lbs.Ability to travel to other locations for training sessions and/or meetings.EXPERIENCE/EDUCATION:
Minimum of 3 years of proven management and/or sales experience in the service industry. Proven record in Team Development, Sales/Operations, and Customer Service. Intermediate proficiency in Microsoft Word, Excel, and PowerPoint applications required.Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.
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