Service Manager

climateproscx; Tulsa (OK); On-site; USD 65,000 - 95,000; Full time

Job summary

Climate Pros is seeking a Service Manager to lead a team of skilled technicians and deliver exceptional commercial refrigeration service. You will drive customer satisfaction, coach staff, and optimize operations to exceed service goals.

Responsibilities include monitoring trends, improving standards, and collaborating with Sales on escalations while ensuring safety and quality across the center.

Qualifications

• Minimum of 5 years journeyman service or industry related experience.
• Strong customer service skills and phone etiquette.
• Excellent verbal and written communication skills for internal and external customers.
• Ability to forecast business operation needs.
• Leadership experience in managing a diverse team.

Responsibilities

• Provide exceptional support to internal and external customers.
• Monitor customer service trends and implement improvements.
• Develop standards and processes to elevate service experience.
• Monitor response times to meet SLA targets.
• Support questions from employees and end users.
• Collaborate with Sales on service-related escalations and aging calls.
• Lead and mentor technicians and manage territories.
• Conduct regular coaching and performance reviews.

Skills

Customer service

Communication

Team leadership

MS Office

Troubleshooting

Education

Journeyman level or equivalent experience

Tools

MS Office (Excel/Outlook/Word)

Job description

Join us at Climate Pros as our Service Manager and lead a team of dedicated technicians to deliver unparalleled service in commercial refrigeration. Your role isn't just about fixing equipment; it's about cultivating a culture of excellence where every customer interaction leaves a lasting impression. As a visionary leader, you'll guide your team to exceed expectations, foster growth, and embrace challenges head-on. With your expertise and commitment, you'll ensure that Climate Pros continues to set the standard for service excellence in our ever-evolving world.

Our customers aren't just businesses; they're change-makers, innovators, and visionaries in their own right. It's your responsibility to not only meet but exceed their expectations of what a service experience should entail. We're not just in the business of refrigeration; we're in the business of forging lasting connections and leaving indelible impressions. As a leader, we expect nothing short of excellence from you. You'll lead by example, putting your team's success before your own and actively engaging in their professional growth and development. Open communication, proactive problem-solving, and fostering a positive work environment will be your guiding principles as you set the standard for your team.

Duties and Responsibilities:

• Service Management
  • Provide exceptional support to both internal and external customers.
  • Actively monitor customer service trends and make necessary improvements
  • Assist the team in developing standards and processes to continuously elevate the overall service experience
  • Monitor customer response times and make adjustments to ensure we meet contractual service level agreements (SLA's)
  • Provide support for questions and issues from all employees and end users
  • Work closely with the Sales team on service-related escalations and aging calls
• Leadership
  • Build a team of top talent and mentor the next generation of industry leaders. Be a coach, lead change, and inspire your team every day
  • Manage overall performance of assigned Service Technicians and corresponding territories
  • Provide regular coaching and feedback and have a deep knowledge of your team and each member's strengths, weaknesses and opportunities
  • Conduct timely and constructive performance reviews for each direct report, approve timecards, handle PTO requests, on-call scheduling, and other logistical matters associated with managing staff
• Financials
  • Understand our business, know the numbers and lead the center's daily operations to achieve specific goals in productivity, quality, output, cost as well as revenue and margin
  • Meet or exceed budgeted goals for parts and labor costs and technician productivityDrive productivity and help the team meet efficiency goals, using Climate Pros tools for success including service reporting
• Operational Improvement
  • Drive continuous improvements to facilitate exceptional team output and customer service
  • Learn and master our proprietary tracking software including the invoicing process, dispatching process and operations support functions
  • Learn, understand, and own every aspect of your center's performance
  • Champion safety, efficiency, quality, and overall excellence in all of your actions and decisions.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Desired Skills, Certifications, and Education:

• Strong customer service skills, proper phone etiquette with a customer centric focus
• Excellent verbal and written communication skills for both internal and external customers
• Strong team and interpersonal relationship building skills
• Intermediate knowledge of MS Office (Excel, Outlook, Word)
• Minimum of 5 years journeyman service or industry related experience
• Ability to remain calm under pressure and multitask
• Ability to Forecast business operation needs
• Journeyman level or equivalent professional experience.
• Prior leadership experience in the commercial refrigeration industry is a plus.
• Experience leading teams and managing a diverse group of roles and responsibilities.
• Be an honest team player, growth-oriented, ability to do whatever it takes; safely!

Physical Requirements and Working Conditions:

Regularly required to sit; occasionally required to stand; walk; occasionally lift and/or move up to 51 pounds; noise level is usually quiet.