Benefits:

Dental insurance
Health insurance
Paid time off
Vision insurance

Position Summary:

The Service Manager is a leadership role responsible for managing and overseeing field operations on-site. This position involves coordinating work activities, ensuring project goals are met, and maintaining high standards of safety and quality. The Manager will supervise their field, manage resources, and liaise with owner reps, project management, vendors, field team and subcontractors to ensure successful project execution. The Mechanical HVAC Service Manager is responsible for overseeing the daily operations of the HVAC service department. This role involves managing a team of service technicians, coordinating service calls, ensuring high-quality customer service, and driving departmental performance in alignment with company goals. The ideal candidate will possess a strong technical background in HVAC systems, leadership experience, and a customer-first mindset. This position also requires the ability to manage the service fleet vehicles within their team.

Essential Functions:

Schedule and Dispatch – planning and coordinating service technicians’ schedules, ensuring timely and efficient service delivery and adapting to unforeseen issues.
Team Leadership – Managing, training, and evaluating HVAC technicians, including performance reviews, setting improvement goals, and conducting staff meetings.
Customer Relations – Responding to customer inquiries, addressing complaints, and ensuring customer satisfaction with service quality.
Technical Support – Providing technical performance in the field and ensuring all work meets quality and safety standards.
Field Management – Monitoring technicians’ performance in the field, ensuring adherence to safety protocols, and providing guidance and support.
Quality Control – Reviewing technicians work to ensure it meets established standards, recommending improvements and ensuring compliance with regulations.
Training – Developing and implanting training programs for technicians, keeping them updated on the latest service techniques and safety procedures.
Project Management – Overseeing projects from start to finish, ensuring they are completed on time and within budget, and managing project information, estimated time and labor hours.
Compliance – Adhere to local, state and federal HVAC regulations and standards.
Inventory Management – Coordinating inventories of parts and materials, including those used in service vehicles to ensure efficient operations.
Safety – The safety of technicians and customers by adhering to safety protocols and procedures.
Profitability – Monitoring job cost, identifying areas for improvement, making sure all service calls are profitable.
Manage and schedule service technicians and dispatchers to ensure timely and efficient service delivery.
Oversee daily service operations, including preventative maintenance, diagnostics, repairs, and emergency calls.
Monitor work quality to ensure compliance with codes, standards, and safety regulations.
Assist with troubleshooting complex HVAC systems and provide technical support to the team.
Develop and maintain strong customer relationships to encourage repeat business and referrals.
Provide training, mentorship, and performance evaluations for service team members.
Manage departmental budgets, labor costs, and inventory control.
Ensure accurate documentation of service calls, quotes, and follow-ups.
Coordinate with sales and project managers to align service and installation work.
Monitor KPIs such as response time, first-call resolution, and customer satisfaction.
Stay up to date with industry trends, equipment, and technologies.

Additional Job-Related Duties:

Comply with federal and state law, regulations, and all Company rules.
Participate in online and in-person training and other educational opportunities to develop knowledge, skills, and abilities.
Any other job-related activities requested by immediate supervisor.
Experience with commercial and industrial HVAC systems.
Familiarity with CMMS or HVAC-specific dispatch and maintenance software.
Customer service mindset with the ability to de-escalate and resolve issues quickly.
Technical writing skills for documenting service reports and procedures.

Education/Experience Requirements:

High school diploma or equivalent required.
Certification/education in HVAC field required.
Expertise in managing resources including budgets, schedules, people, and materials in an environment of multiple, competing demands.
Excellent organizational, leadership, communication, customer relations, collaboration, and analytical skills.
5+ years of experience in the HVAC industry, including hands-on technical roles.
2+ years of experience in a leadership or supervisory role within HVAC service.
Strong knowledge of mechanical systems, including RTUs, chillers, boilers, VRF systems, and controls.
Excellent leadership, organizational, and communication skills.
Ability to manage and prioritize multiple tasks in a fast-paced environment.
Proficient in-service management software, Coins and Microsoft Office Suite.

Physical Requirements:

This position requires the performance of moderate to heavy physical work. The Service Manager may be required to lift up to 100lbs occasionally, up to 50lbs frequently, up to 20lbs constantly, and perform activities such as bending, stooping, kneeling, crouching, climbing, reaching, standing, walking, pushing, pulling, lifting, and grasping for up to five (5) hours without sitting.
The position may also involve some repetitive motions of the hands, wrists, and elbows.

Working Conditions:

This position is normally performed in an office or jobsite office work environment, which does subject the employee to the elements. The noise level in the work environment is usually moderate to loud and hearing protection may be required under certain conditions.
This position may require a flexible schedule, and overnight travel as needed.

W. W. Gay Mechanical Contractor, Inc.

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