A key part of our leadership team, this position is continuously improving all service operations processes and procedures to efficiently and effective deliver quality HVAC/R services that result in excellent customer satisfaction. Additionally, this person oversees all Service Department HR duties, such as attracting talent, capacity planning and performance reviews.
ESSENTIAL DUTIES and RESPONSIBILITIES:
- Make important policy, planning, and strategy decisions
- Develop, implement and review operational policies and procedures
- Help promote a company culture that encourages top performance and high morale
- Responsible for delivering excellent customer service and primary contact for incoming and outgoing customer communication to verify satisfaction with the department’s work and determine any additional service needs
- Oversee budgeting, reporting, planning, and auditing
- Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations
- Work with leadership to determine values and mission, and plan for short and long-term goals
- Directly responsible for developing service operations developmental plans, strategies, and tactics to fulfill contractual obligations, meet or exceed company profit objectives and deliver customer satisfaction systematically and consistently
- Oversee recruiting, interviewing, hiring, deploying operating and trade personnel and evaluating and implementing productivity enabling technologies to ensure efficient and effective delivery of the Company’s products and services
- Routinely review operating results of service department, compare them to established objectives and ensure that appropriate measures are taken in a timely fashion to correct unsatisfactory results
- Review with the President of Service, with the eye toward continuous improvement, all facets of service organization; regarding performance, and customer care and employee development programs.
- Develop and communicate appropriate service operations delivery models to ensure that the responsibilities, authorities, and accountability of all direct subordinates are defined and understood
- Establishes and maintains an effective system of communications throughout the service department that promotes morale, ethical and legal conduct of business and encourages participation in cost reduction and productivity programs
- Directly responsible for providing feedback to the President of Service regarding service trends, new technology, cost saving opportunities and customer issues
- Sets quarterly strategic goals and conducts quarterly performance evaluation and a formal annual review.
- Directly responsible for effectively developing, maintaining, and reporting service department plans, work-in progress, service revenue forecast, and budgets
- Oversees the Maintenance Coordinator in analyzing the performance of company assigned service accounts and timely notification on renewals
- Ensure Dispatcher coordinates and completes all service fleet repair and maintenance per agreements
- Track and communicate all service operations personnel personal leave, sick days, and after hours on call list
- Directly responsible for developing and maintaining in-depth knowledge of:
a). Company’s products and services
b). Service operations best practices
c). Customer needs, requirements, and business issues
d). Service industry trends
- Directly responsible for managing all service operations; dispatch, quoting, billing, job labor and material performance, and customer care functions of the Company
- Directly responsible for working closely with other departments to ensure the proper transfer of all service work business data required for payroll, billing, accounts payable, lease vehicle management, and human resource management functions
- Directly responsible for enforcing all Company standards of conduct and appearance and leading by example by delivering excellence and professionalism in all interactions
- Drive a positive impact on profitability and customer satisfaction
- Develop and manage business delivery models to meet customer and Company requirements
- Responsible for effective and efficient project and service agreement manpower loading, resource allocation, and scheduling
- Must have excellent computer skills to include e-mail, Word Processing, Spreadsheet, and Presentation tools
- Must be able to interpret department financial statements and recognize performance shortfalls from actual versus projected performance
- Works closely with other departments to assure a smooth transition from the installation/warranty stage to the service/P.M. phase
QUALIFICATIONS:
- High school diploma, completion of G.E.D.
- Equivalent technical school or work experience
- Criminal background check required for hire
- Ability to lead
- Ability to represent LC Anderson in a professional manner with customers, vendors, staff and the general public
- Work well under pressure and in a fast-paced environment
- Understanding of financial statements; ability to create / adhere to annual budget
- Must have valid drivers’ license and a good driving record
- Ability to effectively resolve conflict with customers and co-workers
- Adaptable to changes in the work environment, manages competing demands and frequent change, delays or unexpected events