HVAC Service Operations Lead

G.E. Mechanical LLC; Buena (NJ); On-site; USD 65,000 - 90,000; Full time

Job summary

G.E. Mechanical, LLC is seeking a-Service Supervisor to oversee the service support department, coordinating daily operations for HVAC-R, Plumbing, and Environmental service activities.

You will lead, train, and evaluate team members, manage work orders, and ensure safety and quality in all service work. Responsibilities include prioritizing requests, mentoring staff, improving customer service processes, and collaborating with sales, operations, and stakeholders to meet client needs and company

Qualifications

• High School diploma or GED and five (5) years’ experience in customer service, service contract administration, maintenance administration, HVAC service coordination, dispatching, or related experience.
• Strong verbal and written communication skills.
• Experience leading teams and de-escalating challenging situations.
• Proficiency with Microsoft Office applications and service-related software systems.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Lead service department personnel and customer service representatives to promote high levels of customer service, productivity, safety, and technical performance
• Receive oral or written work requests, customer inquiries, service calls, and escalated issues; establish priorities based on customer needs, urgency, staffing, department needs, and operational requirements
• Assign personnel to jobs and coordinate daily service activities to support prompt, effective, and efficient completion of work
• Monitor and evaluate individual and team performance, providing coaching, feedback, and constructive guidance to enhance productivity, customer satisfaction, and continuous improvement
• Conduct regular performance evaluations for team members and identify training needs, skill gaps, and areas for improvement
• Handle escalated customer issues and complaints by investigating concerns, coordinating appropriate responses, and resolving matters in a timely manner to support customer satisfaction
• Collaborate and coordinate with other trades, sales, product development, operations, internal departments, contractors, vendors, and stakeholders to address customer needs and ensure smooth communication and coordination
• Ensure adherence to company policies and procedures, customer service standards, safety expectations, documentation requirements, and applicable regulations while handling customer interactions and service work
• Recommend personnel actions, including hiring, discipline, discharge, or promotion, in accordance with company procedures
• Perform other duties and special assignments as required or to meet the ongoing needs of the department

Skills

Customer service

Team leadership

Communication skills

Organization skills

Problem solving

Education

High School diploma or GED

5 years experience in related field

Tools

Microsoft Office

CRM systems

Dispatching software

Service management platforms

Dynamics

Job description

G.E. Mechanical, LLC is seeking a-Service Supervisor to oversee the service support department, coordinating daily operations for HVAC-R, Plumbing, and Environmental service activities.

You will lead, train, and evaluate team members, manage work orders, and ensure safety and quality in all service work. Responsibilities include prioritizing requests, mentoring staff, improving customer service processes, and collaborating with sales, operations, and stakeholders to meet client needs and company