Location: Lincoln, RI

Job Title: Residential HVAC Service Manager

As the Residential HVAC Service Manager, you will oversee all HVAC service operations to ensure exceptional, high-quality service delivery. This role is crucial for maintaining our commitment to excellence and customer satisfaction while leading a large, skilled team in a dynamic work environment. We're looking for a seasoned leader who can blend strategic insight with effective day-to-day management to drive profitability and uphold our client’s standards.

Responsibilities and Expectations:

Team Leadership & Development

Directly supervise and lead a team of approximately 45 service technicians.
Hire, train, coach, and support department staff, setting performance targets and conducting regular evaluations.
Manage key performance indicators (KPIs) and track daily schedules to ensure operational efficiency.
Provide guidance and support to team members, monitoring project progress and addressing issues or delays promptly.

Financial Management & Strategy

Oversee departmental budget, monitoring expenses, labor hours, and revenue to make necessary adjustments.
Identify and analyze cost drivers and trends impacting profitability, looking for opportunities for cost savings or revenue growth.
Utilize data analytics to monitor KPIs, track progress, and provide regular reports to executive management.
Analyze market trends and competitor activities to identify strategic business opportunities.

Service Excellence & Compliance

Ensure the delivery of excellent customer service and satisfaction, handling all customer inquiries, complaints, and escalations.
Manage callbacks by determining root causes (user action, system event, data condition) and implementing corrective actions to reduce future occurrences.
Ensure all service activities comply with relevant laws, regulations, and safety standards ("The Company" safety protocols).
Identify areas for process improvement to increase efficiency and customer satisfaction, collaborating with upper management to implement changes.

Project Planning & Collaboration

Collaborate with sales and customer service/coordinator teams to clearly understand project requirements.
Create detailed installation plans, including timelines, resource allocation, and budget estimates.
Ensure all necessary equipment, materials, and resources are available for each project.

Requirements:

Minimum 10 years of experience in the trade industry.
Must have residential experience in the HVAC sector.
Bachelor's Degree or equivalent years of proven experience in the trade industry.
Strong knowledge of HVAC systems, local codes, and industry best practices.
Proficiency in project management methodologies, including planning, budgeting, and resource allocation.
Excellent leadership, communication, negotiation, problem-solving, and decision-making abilities.
Familiarity with safety standards and regulations.
Knowledge of ServiceTitan software is required.

What Can We Do for You?

Earn $100,000 - $120,000 per year (based on skill level).
Receive a take-home vehicle and a gas card.
Opportunities for ongoing training and professional development.
Join a leadership team committed to operational excellence and customer satisfaction.

The compensation for this position is expected to range between $100,000 - $120,000 per year. This range is a good-faith estimate, based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate’s skills, experience, the expected quality and quantity of work, and internal pay alignment, as needed.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law.

Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

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Residential HVAC Service Manager