HVAC/R Service Manager - Light Commercial

Coolsys - Warrenville, IL

Full-time - Mid Level

Warrenville, IL

11-50 employees

Specialty Trade Contractors

About the position

The position involves managing the Service Profit and Loss (P&L) for assigned branches at CoolSys, a leading indoor environment solutions company. The role requires overseeing customer service operations, ensuring timely completion of service calls, and maintaining communication with customers. Additionally, it includes managing a diverse team, forecasting manpower requirements, and ensuring compliance with safety and service policies. The ideal candidate will have extensive experience in the HVAC and refrigeration industry, along with strong leadership and organizational skills.

Responsibilities

• Manages the Service P/L for assigned branch(s).
• Forecasts manpower requirements.
• Effectively prioritizes customer calls and advises dispatch accordingly.
• Ensures customer requirements are followed and calls are completed on a timely basis.
• Ensures customer rules are accurately adhered to and approves work orders.
• Reviews dashboards and financial reports and takes appropriate action.
• Oversees the procurement of parts and supplies.
• Maintains communication with customers and ensures their expectations are met.
• Resolves issues or problems that impact customer satisfaction.
• Manages and maintains fleet, parts and materials inventory, and resolves discrepancies or problems in a timely manner.
• Develops and maintains long term relationships with customers and subcontractors.
• Communicates company direction, sets expectations and holds team accountable for results.
• Provides leadership, builds a collaborative team and rewards accomplishments of the team.
• Interviews, selects, hires, and oversees onboarding of supervisors, team leads and technicians.
• Ensures technicians are scheduled and dispatched efficiently, based on skill level, location, and call volume.
• Manages performance and provides training, coaching and performance feedback to Supervisors, Team Leads and Technicians.
• Uses metrics to drive accountability and performance.
• Ensures compliance of Service policies and procedures, including eSo, refrigerant tracking, time and attendance, etc.
• Ensures use of PPE and the application of safe behavior, including driving, by all employees.
• Ensures customer service and quality of work meets customer requirements and Source standards.

Requirements

• High school diploma, GED, or completion of trade program or technical school; college degree is a plus.
• 10+ years of experience in the refrigeration/HVAC service, commercial construction, or a related industry.
• Knowledge of commercial refrigeration and HVAC principles and practices, including service hour estimation, labor forecasting, and multiple disciplines involved in area of responsibility.
• Proficiency in understanding and managing P&L.
• Demonstrated business acumen.
• Proficiency in managing multiple assignments, setting and balancing competing priorities with strong organizational skills and ability to multi-task.
• Ability to solve problems and apply good judgement.
• Excellent verbal/nonverbal and written communication and presentation skills.
• Strong customer service skills, including an ability to proactively address customer issues and concerns and ability to forge strong working relationships with customers.
• Knowledge of jobsite safety, ability to oversee work activities to ensure safe work practices and safety rule compliance.
• Ability to understand and follow all company policies and procedures and all applicable State and Federal laws.
• Ability to use typical business tools including E-Mail, Word, Excel, Work Order/Dispatch Software, Enterprise Resource Planning (ERP) software, etc.
• Good driving record.
• 5+ years of people management experience.
• Strong leadership skills, with demonstrated experience managing a diverse and multi-discipline workforce.
• Proficient in coaching, training, developing and building a team.
• Proficient in managing time, delegating assignments and following through to ensure good results.

Benefits

• Competitive pay
• Medical, Dental, Vision and Prescription coverage
• Paid vacation and holidays
• 401(K) match
• Life insurance, AD&D and long-term disability
• Tuition reimbursement
• Employee discounts on vehicles, hotels, theme parks, select cellphone bills and so much more
• Pet Insurance
• Legal Plan, and ID Theft Protection