Service Operations Lead

Carrier; Pennsylvania; On-site; USD 45,000 - 70,000; Full time

Job summary

Carrier is seeking a qualified candidate to enhance communications and operational efficiency in their Pennsylvania service branch. Responsibilities include scheduling technicians, managing service contracts, and ensuring customer satisfaction through effective communication.

Ideal candidates should have a high school diploma or GED, a valid driver’s license, and customer service experience. Preferred qualifications include a bachelor’s degree in business management and familiarity with Salesforce and SAP.

Qualifications

• 3+ years of customer service experience.
• Must have a valid Driver’s License.
• 1+ year experience with Microsoft Office Suite (Excel).
• High School diploma or GED.

Responsibilities

• Schedule and dispatch technician daily work orders for repairs.
• Maintain effective communications with customers and field team members.
• Administer service contracts to ensure customer satisfaction.
• Partner with Service Manager & Service Coordinator to prepare bi-weekly technician schedule.
• Proactively distribute work orders for jobs daily.
• Administer service contracts to optimize profits, verify obligations are met, ensuring customer satisfaction and retention.
• Proactively monitor, pursue and assist with the selling of field service and repair opportunities in an effort to ensure pull through revenue goals are met.
• Assist leadership in driving on time , within budget completion of service jobs.
• Manage all time charged to jobs including approvals of timesheets and Procard transactions (billable vs. no-billable).
• Manage day to day execution of T&M, fixed price, service contracts and projects.
• Manage warranty and startup jobs.
• Complete bookings of new jobs and setup billing plans.
• Review open order daily to ensure timely completion of jobs.
• Ensure timely and accurate billing of project, service contract & T&M and fixed price jobs.
• Adhere to scheduling guidelines and work order priority to manage schedule.
• Assist with the management and recording of non-productive technician time.

Skills

Customer service

Microsoft Office (Excel)

Verbal communication

Organizational skills

Attention to detail

Education

High School diploma or GED

Bachelor's Degree in Business Management

Tools

Salesforce

SAP

SAP

Job description

About this role

The ideal candidate for this role will have the ability to leverage technology to enhance the communication and operational efficiency of the service branch.

Key Responsibilities

• Maintains effective communications with customers and field team members to better understand support requirements.
• Schedule and dispatch technician daily work orders for repairs while ensuring scope of work and time requirements are well communicated
• Manage prioritization of repairs while optimizing technician assigned routes to align with job requirements
• Partner with Service Manager & Service Coordinator to prepare bi-weekly technician schedule
• Proactively distribute work orders for jobs daily
• Administer service contracts to optimize profits, verify obligations are met, ensuring customer satisfaction and retention
• Proactively monitor, pursue and assist with the selling of field service and repair opportunities in an effort to ensure pull through revenue goals are met
• Assist leadership in driving on time , within budget completion of service jobs
• Manage all time charged to jobs including approvals of timesheets and Procard transactions (billable vs. no-billable)
• Manage day to day execution of T&M, fixed price, service contracts and projects
• Manage warranty and startup jobs
• Complete bookings of new jobs and setup billing plans
• review open order daily to ensure timely completion of jobs
• Ensure timely and accurate billing of project, service contract & T&M and fixed price jobs
• Adhere to scheduling guidelines and work order priority to manage schedule
• Assist with the management and recording of non-productive technician time

Required Qualifications

• High School diploma or GED
• Must have a valid Driver’s License
• 3+ years customer service experience
• 1+ Experience with Microsoft Office Suite (Excel)

Preferred Qualifications

• Excellent verbal and written communication skills
• 2+ years of HVAC service Industry
• Bachelor’s Degree in Business Management
• Strong organizational skills
• Excellent attention to detail and accuracy
• Experience with Salesforce and SAP