Service Manager

Piedmont Service Group; Richmond (VA); On-site; USD 85,000 - 105,000; Full time

Job summary

Piedmont Service Group in Richmond, VA is hiring a Service Manager to lead a team of field service technicians and coordinators in growing HVAC maintenance and repair services. The role emphasizes safety culture, strong customer service, and lean operations to drive contract performance and growth.

The Service Manager will oversee post-sale contract management, pricing input for proposals, and the execution of PMs and SPOT repairs, ensuring high standards for facilities, vehicles, and inventory.

Qualifications

• Experience supervising local and remote field service technicians
• Broad knowledge of commercial and industrial HVAC equipment and Building Automation System applications
• Strong organization and follow-up skills
• Analytical skills on performance metrics and contract financial performance
• Virginia master HVAC license or willingness to obtain
• EPA 608 Certification (F)
• Effective user of Microsoft Office and MobileTech service management tools
• Key2Act / WennSoft / Great Plains experience a plus
• Clear, concise, and empathetic communication skills

Responsibilities

• Promote a strong safety culture with daily safety focus and site inspections
• Manage service budget and related financial objectives
• Review maintenance sales proposals prior to quoting
• Enter cost estimates, equipment, and tasking for each contract
• Provide exceptional customer service by meeting commitments through resource management
• Deploy PSG standard operating procedures and drive continuous improvement
• Direct management of HVAC Service Technician team including recruitment, training, and performance reviews
• Support sales with pricing input, field solutions, and proposals
• Conduct start-up meetings for new contracts
• Provide or approve SPOT quotes above $1,500
• Oversee time review, invoicing, contract performance reviews
• Ensure facilities and vehicles meet safety standards and are organized

Job description

About the Company:

Established in Raleigh, NC in 1971, Piedmont Service Group is a privately held energy efficiency and facilities services company focused exclusively on helping commercial, industrial, institutional, and government organizations operate and maintain their buildings in a safe, healthy, and efficient manner. Our offices located across the Carolinas and Virginia allow us to serve our clients with a team of local accredited and licensed professionals. Piedmont is committed to building lasting relationships with the customers we serve and fully understanding our customers’ needs to provide the best solution for each client.

Position Summary:

The Service Manager is responsible for the management and leadership of a team of field service technicians and coordinators that promote growth and retention of the HVAC maintenance and repair service business. They drive a safety culture with exceptional customer service, talent recruitment and development, performance management, and overall business, customer, and employee growth.

The Service Manager is responsible for post sales contract management and performance of PMs and Service Repairs (SPOT) including service delivery and field repair proposals and execution. Additionally, the position is responsible for establishing and maintaining high standards for the facility, associated company vehicles, and inventory, as well as other items as required.

Key Responsibilities:

• Promote a strong safety culture via daily focus on safety, monthly safety meetings, and constant display and site inspection of safe work practices
• Responsible for input into and management of the service budget and related financial objectives
• Review maintenance sales proposals prior to quoting
• Enter cost estimates, equipment, and tasking for each contract
• Adapt to changes in work environment, manage competing demands and unexpected events
• Provide exceptional customer service to our customers by meeting or exceeding customer requirements and commitments through the management and optimization of company resources (skilled manpower, materials, tools, and equipment)
• Deploy and follow PSG standard operating procedures in the fulfilment of our business and business transactions and assist in continuous improvement of these processes
• Direct management and leadership of HVAC Service Technician team including - recruitment, development/training, goal setting, work quality management, performance measurement, and regular performance reviews
• Support sales organization with pricing input, field solutions, and business operations input to customer sales proposals.
• Conduct start-up meetings for all new contracts
• Provide or approve SPOT (emergency) quotes on items above $1,500
• Leverage appropriate communication strategies (email, phone call, etc.) to be highly effective at managing customer expectations on a proactive basis. Must also leverage this same skill set to work through customer conflict/concerns. Avoid foreseeable customer issues through planning ahead
• Provide appropriate operational oversight to daily time review/approval, call summary review, invoicing review/approval, contract performance review and management
• Ensure facility, including warehouse, meets all safety requirements, the condition reflects the high standards of PSG, is clean, neat, and organized (5S)
• Ensure vehicles are safe, meet VA DOT requirements, regularly inspected, clean, and organized reflecting PSG standards

Key Performance Areas:

• Customer Satisfaction via Customer Surveys (if applicable)
• Minimize Customer Cancellation Rate through exceptional field performance
• Technician Productivity – individual call back rates, hours applied to contract work vs. No Charge Time, Spot work quoted and sold, and reduce no charge time
• Conduct job-site inspections and quality control visits
• Service contracts and overall branch service financial performance to plan/expectations – labor hours, material costs, burden $’s management

Requirements

Knowledge Requirements:

• Experience supervising local and remote field service technicians to optimize their customer assignments, skills, and productivity
• Broad knowledge of commercial and industrial HVAC equipment and Building Automation System applications. Foundation for technical trouble-shooting and good business decisions
• Strong organization and follow-up skills to provide timely feedback to customers and assign resources
• Analytical skills on performance metrics, contract financial performance, and other measurable business processes and tasks
• Virginia masters HVAC license or willingness to obtain
• Universal Certification per EPA 608, 40 CFR part 82 F
• Effective user of Microsoft Office (Outlook, Excel, Word) and MobileTech service management tools and apps
• Key2Act / WennSoft / Great Plains Software experience a plus
• Clear, concise, and empathetic communication skills, both verbal and written

General Requirements:

• Must be functional on computer and/or smart devices
• Must demonstrate hands on action, lead by example, and take initiative when appropriate
• Valid driver’s license
• Availability to Service Technicians for support during scheduled times (on call schedule)

Physical Requirements:

• Must be able to lift 50 lbs.
• Must be able to become forklift certified
• Accomplish OSHA 30 and other safety requirements as needed
• This position requires bending, pulling, pushing, balancing, kneeling, twisting, standing, and climbing stairs or ladders

*Piedmont Service Group is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, disability, or status as a protected veteran.