Job Description

This position for an individual with good leadership skills with a strong HVAC background. Must be able to communicate, train and coach a team of HVAC professionals to ensure a high level of expertise for the organization.

Roles and Responsibilities

· Manage people requirements to achieve service objectives and expense budget.

· Provide direction, development and leadership to employees.

· Direct the daily operations of the customer service team, by planning, prioritizing and delegating work tasks.

· Determine and manage the goals and targets of Service Technicians.

· Manage service calls and track repair parts

· Review customer complaints and track customer complaint resolution.

· Handle complex and escalated customer service issues.

· Identify and implement strategies to improve quality of service, productivity and profitability.

· Provide customer service personnel with guidance in handling difficult or complex issues or problems so they can be resolved effectively and efficiently.

· Analyze customer service related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges, and to identify opportunities to improve customer service.

· Identify opportunities to add value beyond problem resolution to relevant business areas (e.g., sales, marketing, product development, etc.)

· Keep abreast of product and/or service knowledge and apply new knowledge to management tasks for the improvement of customer service activities.

· Ensure technicians are prepared for upcoming calls and have the necessary information required to efficiently conduct repairs

· Ensure ‘truck’ stock inventory is kept up to date

· Focus on teamwork, employee involvement, process ownership and continuous improvement.

· Recruit, evaluate, discipline and terminate.

· Strict adherence to all Company established procedures and policies, including Health and Safety and Company vehicle.

· Special projects or other duties as required.

Supervision

· Customer Service Team Lead

· HVAC Service Technicians

· Service Dispatchers

Relationships

Internally, position interacts with:

· All levels of management and employees to accomplish goals

Externally, position interacts with:

· Customers and vendors to accomplish goals

Education/Experience/Effort

Education and Experience

· Post-secondary education

· Must possess trade certification or equivalent experience (Gas Technician 2 and/or 313 D or A) recommended

· Minimum 5 years of Field Service Management related experience. Proficiency in MSOffice applications.

Effort:

· Leadership

· Talent Development

· Professionalism

· Customer Service

· Health & Safety Awareness

· Attention-to-Detail

· Information monitoring

· Judgment

· Problem solving

· Teamwork (Cooperation)

· Work Standards (Concern for Quality)

· Written and Verbal Communication

· Analysis

· Recordkeeping

· Planning and Organization

· Flexibility/Adaptability/Reliability

· Follow-up

· Initiative

· Confidentiality

· Tolerance for Stress

· Ability to manage and prioritize tasks in a fast paced, frequent deadline environment

· Ability to lift a minimum of 50 lbs.

· English language skills

Job Types: Full-time, Permanent

Benefits:

Company car
Dental care
Extended health care
Paid time off
Vision care

Schedule:

Monday to Friday

Ambassador Dearie HVAC

Open Positions

Service Manager HVAC