Manager, Field Operations

Service Experts; Marietta (GA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) Retirement Savings Plan with 1:

Life Insurance

Disability Insurance

Paid Time Off

Excellence training and career dev

Job summary

Service Experts Heating & Air Conditioning is seeking a Manager, Field Operations to lead the Field Management team in achieving short-term goals. You will set priorities, deadlines and guide supervisors and technicians toward service excellence and SLA attainment.

The role requires coordinating strategic client reviews, directing CSR and subcontractor teams, and addressing issues to maintain long-term relationships. Occasional travel and on-call duties are expected.

Qualifications

• Minimum of 6 years as an HVAC experience.
• Ability to multi-task and prioritize work responsibilities.
• Must possess excellent interpersonal and organizational skills; able to maintain and protect confidential information.
• Must be proficient with computers – including but not limited to Microsoft Word and Excel.
• Must communicate effectively verbally and in writing with customers and service technicians.
• Strong communication and relationship building skills.

Responsibilities

• Conduct strategic account review meetings with clients on total cost of ownership.
• Provide direction for CSR’s and sub-contractors to ensure we exceed customer expectations, meet contracted SLAs and commitments.
• Promptly address customer complaints to assure resolution and maintain long-term relationships.
• Provide technical direction and review of equipment tasking, repair proposals, and recommendations for unit repair and replacement.
• Interview/vetting and selection of new subcontractors.
• Monitor client territory coverage to ensure there are enough subcontractor coverage to meet client Service Level Agreements.
• Manages and participates in Subcontractor business reviews to ensure Client/Engineering Excellence expectations are being met
• Work closely with clients/subcontractors & clients to ensure that we are meeting all performance standards and expectations, and are viewed as a strategic partner that understands their operating needs and requirements.
• Help prepare for and participate in customer meetings.
• Acquire a comprehensive understanding of the customer base and those customers’ requirements.
• Front line coverage when needed to help with assisting in client services and dispatching
• Work closely with National Operations Manager to ensure success of daily operations.
• Maintain accurate records of the condition of equipment and other systems in the facilities.
• Create a schedule of regular evaluation of the facilities.
• Manages vendor relationships including proposals.
• Assumes on-call rotation with other Division staff.
• Monitors and reviews all service call/PM activity daily, weekly, monthly.

Skills

HVAC experience

Interpersonal skills

Organizational skills

Verbal communication

Written communication

Microsoft Word

Microsoft Excel

Education

Bachelor's Degree

Tools

Microsoft Word

Microsoft Excel

Job description

Welcome!The Manager, Field Operations leads the Field Management team by defining objectives, priorities and deadlines required to meet short term goals and objectives. Is responsible for the success of each team member. Typically manages the work efforts of supervisors/individual contributors.Key Responsibilities:Conduct strategic account review meetings with clients on total cost of ownership.Provide direction for CSR’s and sub-contractors to ensure we exceed customer expectations, meet contracted SLAs and commitmentsPromptly address customer complaints to assure resolution and maintain long-term relationships.Provide technical direction and review of equipment tasking, repair proposals, and recommendations for unit repair and replacement.Interview/vetting and selection of new subcontractors.Monitor client territory coverage to ensure there are enough subcontractor coverage to meet client Service Level Agreements.Manages and participates in Subcontractor business reviews to ensure Client/Engineering Excellence expectations are being metWork closely with clients/subcontractors & clients to ensure that we are meeting all performance standards and expectations, and are viewed as a strategic partner that understands their operating needs and requirements.Help prepare for and participate in customer meetings.Acquire a comprehensive understanding of the customer base and those customers’ requirements.Front line coverage when needed to help with assisting in client services and dispatchingWork closely with National Operations Manager to ensure success of daily operations.Maintain accurate records of the condition of equipment and other systems in the facilities.Create a schedule of regular evaluation of the facilities.Manages vendor relationships including proposals.Assumes on-call rotation with other Division staff.Monitors and reviews all service call/PM activity daily, weekly, monthlyRequired travel approximately up to 10%.Other duties as assigned.Qualifications:Minimum of 6 years as an HVAC experience.Ability to multi-task and prioritize work responsibilities.Ability to work independently and to instruct others.Must possess excellent interpersonal and organizational skills; able to maintain and protect confidential information.Must be proficient with computers – including but not limited to Microsoft Word and Excel.Must communicate effectively verbally and in writing with customers and service technicians.Strong communication and relationship building skillsWhat Do We Offer You as a Service Experts Employee? Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs, including:Competitive Pay with incentive opportunitiesPaid Time Off and Company Holiday PayMedical, Dental, and Vision Insurance programs401(k) Retirement Savings Plan with company matching contributionsLife Insurance and disability insurance optionsSupplemental benefit programsWorld Class Training opportunities through our Experts UniversityCareer Development opportunitiesService Experts Heating & Air Conditioning is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.The job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time with or without notice in accordance with the needs of Service Experts.Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodation upon request for individuals to participate in the application and hiring process. To request an accommodation please email [e-mail]• Minimum Experience: 6+ years • Minimum Education: Bachelor's Degree Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Engineering Excellence.Engineering Excellence is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email [e-mail]