Job Description

We are seeking an experienced and organized Service Manager to lead our commercial refrigeration service team. In this role, you will oversee daily service operations, ensure customer satisfaction, manage a team of technicians, and drive operational efficiency. As a Service Manager, you will play a key role in maintaining our high standards of service, supporting our technicians, and fostering strong customer relationships. The ideal candidate is a strong leader with technical expertise in commercial refrigeration systems and a passion for delivering excellent customer service.

Key Responsibilities:

• Team Leadership:
  • Manage, mentor, and motivate a team of refrigeration technicians, ensuring they have the resources, training, and support needed to perform their work effectively.
  • Conduct regular performance evaluations, set team goals, and encourage professional development.
  • Oversee recruitment and onboarding of new technicians to build a skilled and reliable service team.
• Service Operations Management:
  • Coordinate and prioritize daily service schedules, assigning jobs based on skillset and location to maximize efficiency.
  • Monitor job progress and support technicians in resolving complex technical issues.
  • Ensure timely and high-quality service delivery to maintain customer satisfaction.
  • Implement and oversee safety protocols, ensuring compliance with safety standards and regulations.
• Customer Relationship Management:
  • Act as the primary point of contact for key clients, handling escalations and ensuring a high level of customer satisfaction.
  • Work closely with clients to understand their needs, provide technical expertise, and offer customized solutions.
  • Develop long-term relationships with customers, promoting service agreements and preventive maintenance contracts.
• Quality Control and Standards:
  • Conduct quality control checks on completed service jobs to ensure adherence to company standards and client expectations.
  • Review customer feedback, analyze trends, and implement improvements to enhance service quality.
  • Maintain accurate records of service calls, customer interactions, and completed work for reference and reporting.
• Inventory and Resource Management:
  • Oversee inventory levels, ensuring that tools, parts, and equipment are available for efficient service operations.
  • Work with suppliers to source high-quality parts and maintain inventory to support timely job completion.
• Financial and Budgetary Responsibilities:
  • Develop and manage the service department budget, tracking expenses and optimizing costs.
  • Analyze service revenue and expenses, identifying opportunities for improvement and maximizing profitability.
  • Prepare reports on department performance, including KPIs such as response times, customer satisfaction scores, and job completion rates.

What to Expect:

• Dynamic Work Environment:
  • You will work closely with technicians, clients, and management, balancing daily operational tasks with longer-term planning and strategy.
  • Expect to be hands-on in troubleshooting issues, coordinating service schedules, and supporting technicians both in the office and, occasionally, in the field.
• Customer-Centric Focus:
  • Ensuring customer satisfaction is central to this role, and you will play an active role in building trust and loyalty with clients by providing timely, high-quality service.
• Problem-Solving Challenges:
  • You will face complex challenges, including coordinating urgent repairs, handling customer escalations, and ensuring service quality, requiring quick decision-making and innovative problem-solving.

Qualifications:

• 5+ years of experience in commercial refrigeration, HVAC, or a related technical field.
• Proven experience in a supervisory or management role, ideally in a service-oriented setting.
• Strong technical knowledge of commercial refrigeration systems, troubleshooting, and maintenance practices.
• Excellent leadership and people management skills, with a proven ability to develop and motivate a team.
• Exceptional customer service and communication skills, both verbal and written.
• Solid organizational and time management skills with a focus on operational efficiency.
• Familiarity with service management software and inventory tracking systems.
• Valid driver's license and ability to travel locally as needed.

Benefits:

• Competitive salary with performance-based incentives.
• Comprehensive health benefits.
• Unlimited paid time off, including holidays and vacation.
• Opportunities for professional development and career advancement within the company.

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