HVAC/R Service Manager - Light Commercial

Coolsys - New Lenox, IL

Full-time - Mid Level

New Lenox, 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, the position includes managing a diverse team, providing leadership, and ensuring compliance with safety and service policies.

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