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:
