Job Description

Our company is seeking a Service Manager to lead a dynamic team focused on delivering exceptional customer service, meeting client needs, and fulfilling commitments. This critical role is responsible for overseeing the profitable execution of maintenance agreements and emergency service deliverables while maintaining high levels of client retention and ensuring compliance with legal and safety standards.

As a Service Manager, you will uphold the companys commitment to integrity and safety by adhering to established management procedures and processes. This position plays a pivotal role in maintaining the financial health of the business unit by ensuring positive cash flow, achieving gross profit goals, managing contract escalations, and fostering client retention. Success in this role requires balancing employee satisfaction, customer satisfaction, and financial performance to drive overall success and long-term growth.

Essential Functions and Responsibilities:

• Lead the service operations team in managing maintenance agreements and emergency service work.
• Provide leadership, training, career development, and guidance to a team of direct reports. Oversee HR responsibilities, including performance reviews, discipline, team meetings, recruiting, hiring, and training.
• Collaborate with customer service and dispatch teams to ensure efficient scheduling.
• Analyze financial reports to address potential customer or contract issues, communicate updates to management, and support billing and collections.
• Manage contract risks, resolve disputes, and maintain subcontractor and vendor relationships.
• Oversee the tool inventory and ensure proper usage.
• Support sales efforts through site surveys, pricing, presentations, and developing maintenance agreement scopes.
• Ensure maintenance agreements are properly managed in the designated software system.
• Lead the contract renewal process, including adjustments to scope or pricing.
• Address technical customer service issues for assigned contracts.
• Assist in managing service department expenses, including tools, uniforms, cell phones, and fleet costs.
• Ensure compliance with refrigerant recovery procedures and regulations.

Qualifications:

• Associate degree (preferred) with a technical focus.
• NC Mechanical License: H1, H2, H3 (or willingness to obtain).
• 15+ years of commercial HVAC service experience.
• 3+ years of service management experience in facilities and HVAC services (preferred).
• Professional image and strong logistics, leadership, and management skills.
• Ability to make decisions in high-pressure environments.
• Strong written and verbal communication skills.
• Valid drivers license and ability to pass a background check.
• Proficiency with Microsoft 365.

Core Values and Personal Expectations:

• Integrity: Honest, ethical, and fair in all interactions.
• Reliability: Dependable, responsive, and accountable.
• Respect: Treat others and property with care.
• Excellence: Strive to be the best in all endeavors.
• Positive Attitude: Be solutions-oriented and maintain a great mindset.
• Quality Control: Demonstrate accuracy and attention to detail.
• Safety: Prioritize safety and proper use of materials and equipment.

Benefits:

• Competitive pay based on experience.
• Annual bonus opportunities.
• Comprehensive medical, dental, and vision benefits.
• Flexible Spending Accounts (FSA).
• Employer-paid life and AD&D insurance.
• Short- and long-term disability coverage.
• 401(k) with company match.
• Paid time off (PTO).
• Company vehicle and fuel card.
• Paid training programs.
• Modern technology tools (computer, phone, etc.).
• Career growth opportunities.
• A culture that values work-life balance.

Why Work With Us:

We are committed to fostering a positive work environment that values work-life balance and professional growth. Our team enjoys frequent events to reward employees during working hours, career advancement opportunities, and a supportive culture that encourages personal and professional development. We believe in maintaining a workplace where passion and personality matter, and we strive to be the best at what we do while treating everyone with respect and integrity. Join us and be part of a team that truly cares about making a difference in the Charlotte community.

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