Service Manager

Job Description

This description reflects the core activities of the role but is not intended to be all-inclusive and other duties within the group/department may be required in addition to changes in the emphasis of duties as required from time to time. There is a requirement for the post holder to recognize this and adopt a flexible approach to work. Job descriptions will be reviewed regularly and where necessary revised in accordance with organizational needs. Any major changes will be discussed with the post holder.

Summary

The Service Manager is responsible for managing the day-to-day sales, budget, operations and customer service experience for the company’s technician team.

Essential Functions

• Achieve service department sales and profitability goals
• Respond to operational, employee, and customer issues promptly and efficiently
• Review and process all invoices accurately and timely
• Develop and manage service inventory policies, levels, and pricing to meet company goals for vehicles and warehouses
• Manage seasonal fluctuations by promoting and scheduling routine maintenance
• Propose, maintain, and administer the service technician commission plan
• Conduct periodic ride-alongs to ensure adherence to procedures and techniques and maximize customer service
• Lead and coach team members, providing necessary training, knowledge, and information for peak performance, continuous improvement, and a positive work environment aligned with company objectives
• Coordinate tactical and technical training for technician and employee development
• Adjust manpower allocation daily based on customer demand and the approved schedule
• Address customer complaints and satisfaction issues promptly
• Inspect trucks and enforce dress code compliance
• Visit job sites to gather information for proposal preparation according to company guidelines
• Perform other duties as assigned by upper management
  
  

Qualifications:

• Bachelor's degree or a high school diploma with 10 years of experience
• 5 years of experience in the HVAC/Plumbing industry
• 3 years of management experience
• Proficiency in Microsoft Office
• Strong verbal and written communication skills
• Valid driver's license with a clean driving record (must provide current abstract)
  
  

Supervisory Responsibility

This position manages all employees of the department and is responsible for the performance management of the employees within that department.

Work Environment

This job operates in a combined, office and warehouse environment, the warehouse is not climate controlled. This role routinely demands heavy lifting and constant physical activities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

• Work is performed while standing, sitting and/or walking
• Requires the ability to communicate effectively using speech, vision and hearing
• Requires the use of hands for simple grasping and fine manipulations
• Requires bending, squatting, crawling, climbing, reaching.
• Requires the ability to lift, carry, push or pull medium weights, up to 50 pounds
• Requires activities involving being around moving machinery, exposure to marked changes in temperature and humidity and exposure to dust, fumes and gases.
  
  

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday 7: 00 am – 5:00 pm

(After hour calls will be forwarded to Service Manager)

Travel

Minimal travel is expected for this position.

Additional Eligibility Qualifications

None required for this position.

AAP/EEO Statement

Haddad Plumbing and Heating, Inc provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Haddad Plumbing and Heating Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.

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