Field Manager - Service

Enercare; Peterborough; Hybrid; CAD 103,000 - 150,000; Full time

Job summary

Enercare seeks a Field Manager - Service in Markham to lead a team of field installers and technicians delivering HVAC maintenance, repairs and installs (furnaces, air conditioners, boilers, water heaters and related equipment).

The Field Manager will drive safety, productivity, cost control and customer satisfaction while meeting regional financial targets and coordinating with service centers and supply chain. The role may involve working from home or a local office with local travel.

Qualifications

• Post-secondary education or equivalent is required.
• Demonstrated commitment to excellent customer service and ability to lead a team.
• Strong communication and organizational skills essential.
• HVAC industry knowledge and field operations experience preferred.

Responsibilities

• Manage a team of field installers or technicians to meet targets for excellence, customer satisfaction, productivity and cost control.
• Generate sales leads and contract sales to contribute to growth and profitability of Enercare Home Services.
• Forecast manpower requirements and coordinate with the Call Centre for workload balance and productivity standards.
• Resolve day-to-day operational issues impacting service delivery with Service Centers, Field Support, Supply Chain, Fleet Services, and contractors.
• Ensure field invoicing and payments are processed to maximize cash flow.
• Compile shifts including after-hours to meet customer and business needs.
• Contribute to regional profitability and business development as part of the General Manager's team.
• Undertake quality control to ensure compliance with codes and gas safety standards.
• Use day-to-day supervision data to identify and implement process improvements.
• Conduct competency evaluations and training needs assessments for staff development.
• Maintain excellent customer relations and resolve complaints within approved parameters.

Skills

Sales leadership

Customer service

Communication skills

Organizational skills

Analytical skills

Motivate staff

Education

Post-secondary education or equivalent

Tools

Computer skills

Job description

Role: Field Manager - Service
Status: Full-Time, Regular
Reports to: General Manager
Location: Markham
Compensation: $102,912 - $149,738
Please note that the compensation range listed includes base salary and potential incentive pay. Incentives such as bonuses are not guaranteed and depend on individual performance and company results. Actual compensation within the range will be determined based on skills, experience, and qualifications.

Summary

The Field Manageris responsible for managing a team of field based technicians or installers delivering high quality maintenance/repair/installs of HVAC appliances including Furnaces, Air Conditioning, Boilers, Water Heaters and other energy related products. Within the business, the Field Manager has a specific responsibility for ensuring the delivery of the financial and operational targets allocated to him/her. The Field Manager may also be required to undertake work for the Area of a project nature. This will focus on issues such as cost control and process development. This position may require you to work from your own home and/or a local office and to travel locally within a specific geographic area on a daily basis to meet with staff.

Accountabilities

• Manage a team of field based Installers or Technicians, ensuring that the standards/targets set for excellence, customer satisfaction, productivity and cost control of labour, contractors, and other resources used by the team are met. This will require the production of a personal action plans.
• Ensure his/her team generates appropriate levels of sales leads and contract sales to contribute to the growth and profitability of Enercare Home Services.
• Forecast and meet manpower requirements in line with the planning process and, with the Call Centre, to ensure an effective manpower/workload match and that productivity target/quality standards are met.
• Ensure that day to day operational problems which impact on service delivery are identified and resolved through working with the Service Centers, Field Support, Supply Chain, Fleet Services, other specialist support services, contractors and suppliers.
• Ensure that the field staff submits invoices and payments for work performed to maximize cash flow.
• Compile shifts including out of hours working, to ensure that customer and business requirements are met.
• As a member of the General Manager's team the Field Manager helps to develop the business within the Region and contributes to the profitability of Enercare Home Services.
• Undertakes and ensures quality control is carried out so that all work complies with current codes, gas safety regulations and standards.
• Use information gained through day to day supervision and quality control to improve business processes.
• Ensure competency and performance appraisals are undertaken personally, so that training needs are identified and met.
• Develop and maintain excellent customer relations and resolve customer complaints, including negotiation/settlement of compensation and insurance within laid down parameters, so as to improve the image of Enercare Home Services. Takes action to identify and address the cause for complaint so that repetition is minimized.
• Identify potential or possible ways in which working practices can be improved and new methods introduced so that Enercare Home Services can maximize its profitability.
• Foster a service and sales culture
• Foster a safety culture

Qualifications

• Post-secondary education or equivalent
• Demonstrated commitment to excellent customer service
• Sales leadership
• Excellent knowledge of the company policies and procedures
• Sound base of technical and computer skill knowledge
• Excellent communication skills
• Excellent organizational skills
• Exceptional analytical skills
• Capable of working under pressure. Meeting deadlines, productivity and financial targets
• Ability to motivate and focus staff to meet or exceed district targets
• Excellent knowledge of HVAC industry