Service Manager

About the Company:

Established in Raleigh NC in 1971 Piedmont Service Group is a privately held energy efficiency and facilities services company focused exclusively on helping commercial industrial institutional and government organizations operate and maintain their buildings in a safe healthy and efficient manner.

Our offices located across the Carolinas and Virginia allow us to serve our clients with a team of local accredited and licensed professionals. Piedmont is committed to building lasting relationships with the customers we serve and fully understanding our customers needs to provide the best solution for each client.

Position Summary:

The Service Manager is responsible for the management and leadership of a team of field service technicians and coordinators that promote growth and retention of the HVAC maintenance and repair service business. They drive a safety culture with exceptional customer service talent recruitment and development performance management and overall business customer and employee growth.

The Service Manager is responsible for post sales contract management and performance of PMs and Service Repairs (SPOT) including service delivery and field repair proposals and execution. Additionally the position is responsible for establishing and maintaining high standards for the facility associated company vehicles and inventory as well as other items as required.

Key Responsibilities:

Promote a strong safety culture via daily focus on safety monthly safety meetings and constant display and site inspection of safe work practices

Responsible for input into and management of the service budget and related financial objectives

Review maintenance sales proposals prior to quoting

Enter cost estimates equipment and tasking for each contract

Adapt to changes in work environment manage competing demands and unexpected events

Provide exceptional customer service to our customers by meeting or exceeding customer requirements and commitments through the management and optimization of company resources (skilled manpower materials tools and equipment)

Deploy and follow PSG standard operating procedures in the fulfilment of our business and business transactions and assist in continuous improvement of these processes

Direct management and leadership of HVAC Service Technician team including - recruitment development/training goal setting work quality management performance measurement and regular performance reviews

Support sales organization with pricing input field solutions and business operations input to customer sales proposals.

Conduct start-up meetings for all new contracts

Provide or approve SPOT (emergency) quotes on items above $1500

Leverage appropriate communication strategies (email phone call etc.) to be highly effective at managing customer expectations on a proactive basis. Must also leverage this same skill set to work through customer conflict/concerns. Avoid foreseeable customer issues through planning ahead

Provide appropriate operational oversight to daily time review/approval call summary review invoicing review/approval contract performance review and management

Ensure facility including warehouse meets all safety requirements the condition reflects the high standards of PSG is clean neat and organized (5S)

Ensure vehicles are safe meet VA DOT requirements regularly inspected clean and organized reflecting PSG standards

Key Performance Areas:

Customer Satisfaction via Customer Surveys (if applicable)

Minimize Customer Cancellation Rate through exceptional field performance

Technician Productivity individual call back rates hours applied to contract work vs. No Charge Time Spot work quoted and sold and reduce no charge time

Conduct job-site inspections and quality control visits

Service contracts and overall branch service financial performance to plan/expectations labor hours material costs burden $s management

Knowledge Requirements:

Experience supervising local and remote field service technicians to optimize their customer assignments skills and productivity

Broad knowledge of commercial and industrial HVAC equipment and Building Automation System applications. Foundation for technical trouble-shooting and good business decisions

Strong organization and follow-up skills to provide timely feedback to customers and assign resources

Analytical skills on performance metrics contract financial performance and other measurable business processes and tasks

Virginia masters HVAC license or willingness to obtain

Universal Certification per EPA 608 40 CFR part 82 F

Effective user of Microsoft Office (Outlook Excel Word) and MobileTech service management tools and apps

Key2Act / WennSoft / Great Plains Software experience a plus

Clear concise and empathetic communication skills both verbal and written

General Requirements:

Must be functional on computer and/or smart devices

Must demonstrate hands on action lead by example and take initiative when appropriate

Valid drivers license

Availability to Service Technicians for support during scheduled times (on call schedule)

Physical Requirements:

Must be able to lift 50 lbs.

Must be able to become forklift certified

Accomplish OSHA 30 and other safety requirements as needed

This position requires bending pulling pushing balancing kneeling twisting standing and climbing stairs or ladders

*Piedmont Service Group is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion gender identity sexual orientation national origin disability or status as a protected veteran.

For a confidential consideration please forward resume to:

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Experience:

Manager