TITLE: Area Service Manager

REPORTS TO: Service Operations Manager

SUPERVISES: Service Technician Teams

RESPONSIBILITY LEVEL:

Under general direction, manages a service business, grows the labor and material business, and delivers customer satisfaction plans, including revenue, gross margin and service asset management. Deploys and maintains standardized tools, systems and support for the assigned Service Teams. Manages the resources to maximize customer satisfaction and improve productivity and profitability. Effectively recruits, develops and retains employees. Ensures overall operational excellence and service growth.

EXTERNAL RELATIONSHIP:

The Area Service Manager is actively involved in the local service community, industry organizations, and charity organizations and face-to-face networking with technical schools, community colleges, and local leadership.

INTERNAL RELATIONSHIPS:

• Assists the Service Operations Manager on the successful execution of the service strategies and objectives.

• Assists the Service Operations Manager to effectively plan operational resource needs and assists in allocating resources throughout the assigned territory to meet near term commitments.

• Assists the Service Operations Manager in the preparation of the annual service financial operating plan.

PRINCIPAL DUTIES:

1. Leads the execution efforts of the Service business. Ensures consistency of delivery systems across the territory. Manages the HVAC Service execution business and financial plans.

2. Drives profitable growth through effective management of assigned assets (people, financial and material). Manages assigned assets in a manner that meets or exceeds profitability goals.

3. With the Service Operations Manager, develops strategic operating plans for the assigned Service Business that aligns with goals and visions. This includes participating on strategic Account Plans, annual financial and operating plans, revenue and margin forecasts.

4. Leads efforts to identify, secure and retain service customers by actively networking with community business, governmental and professional leadership; establishing relationships that enhance the local reputation of Carolina Chillers and the branch, ensuring referrals and proposal requests.

5. Builds an environment that energizes team members to provide high quality, cost efficient, customer- directed service and exceed performance targets.

6. Recommends and supports staffing requirements for the assigned Service business. Serves as a communication channel to share the best practice strategies and results that will enable growth.

7. Audits the effectiveness of service operations and makes changes to improve performance. Ensures that contractual obligations are completed and customer satisfaction is achieved.

8. Drives operational review meetings, reviewing proposals and estimates for accuracy.

10. Together with the Sales, manages the appropriate assignment of customer accounts between service operations and the sales force.

11. Analyzes operations processes and provide recommendations for improvements. Analyzes service operations to identify potential customers/markets. Implements required changes on pricing and gross margins.

12. Executes other managerial responsibilities, e.g., hiring, performance reviews and acquisitions consistent with established business strategy. Recruits, hires, and retains Service support operational staff. Prepares and delivers clear performance expectations, performance reviews and development plans for direct reports teaming with the appropriate matrix functional manager. Ensures a consistent level of coaching, which includes: ‘one-on-one(s)’, operational and financial reviews.

BUSINESS METRICS:

• Technician productivity improvement

• Labor and Material growth year over year.

• Executed gross margin improvement.

• PM customer satisfaction and retention

REQUIREMENTS:

Bachelor’s degree desired or eight to ten or more years of progressively more responsible operations management experience in the Service Industry including five or more years of direct management experience. Previous sales and/or Account Management experience desired as well as industry networking. High-level competence in written and verbal communication. Strong presentation skills and proficiency in speaking to large audiences. Able to lead and direct diverse teams. Able to travel up to 50% of time.