About Climate Control Company:
Established in 1956, Climate Control Company is family owned and registered in the state of Colorado. Current owners Michael and Lara Fergen strengthen Climate Control Company’s reputation by maintaining strict standards of quality in the HVAC industry. We value the privilege of serving this beautiful community. We are comfort driven….Colorado style.
Our Team is Eminently Qualified
We employ NATE (North American Technical Excellence) certified technicians whose skills have been put to the test. We are members of the Air Conditioning Contractors of America (ACCA), and are one of the few companies in the area to be certified through their QA program.
JOB DESCRIPTION:
The Service Manager is responsible for managing the service technicians and dispatchers. The Service Manager oversees and assists with difficult service calls, resolves customer issues and complaints and provides on-going feedback to the management team regarding service trends.
Key performance Indicators
The Service Managers Key Performance Indicators are:
- Creates, implements and manages daily processes and procedures to operate an efficient and profitable service department.
- Provides customer service that meets or exceeds customer expectations to create and maintain a professional business relationship and increase opportunities for growth.
- Monitors pricing, cost and other monetary functions to ensure the service department meets annual budget.
- Manages and develops employees to create a positive working environment necessary to build lasting professional relationships.
- Develops and implements a plan of growth to coincide with the business growth strategy of the Company.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Other duties may be assigned.
Interpersonal Responsibilities
- Identifies staffing needs, interviews, hires and trains service staff, and maintains a steady stream of qualified candidates.
- Provides the necessary leadership, training, and supervision for all direct reports.
- Assesses technician and dispatcher abilities, determines training needs, and selects appropriate training programs.
- Conducts ride alongs on difficult service calls and with new hires.
- Evaluates technician and dispatcher performance and addresses performance issues including any necessary disciplinary action
- Completes employee reviews and sets goals/expectations for employee progression. Provides disciplinary action up-to and including terminations.
- Invests time to continue to develop self by taking courses to improve abilities and understanding of business management.
Operational Responsibilities
- Receives and resolves customer questions and complaints regarding service including billing and warranty questions.
- Provides customers with service quotes, reviews pricing to ensure accuracy for material and labor needs.
- Creates new business opportunities including conducting cold calls.
- Manages the activities of service technicians; plans schedules, manages workloads, monitors certifications and assists in answering technical and billing questions.
- Manages dispatchers and the parts runner; schedules and assists with and answering service scheduling and customer questions.
- Insure that monthly Vehicle/Safety reports are completed and checked, and action taken if needed
- Creates and manages on-call schedules.
- Reviews invoices for accuracy.
- Ensures communication between departments; verifies that service has information needed from installation to appropriately service systems.
- Updates and maintains service pricing. Timely reviews service pricing ensuring the most current material costs are representative. Makes necessary adjustments to the service pricing to maintain budgeted profitability.
- Collaborates with accounting on past due accounts/bills and the collection process.
- Assigns technicians to complete inventory; ensures Service Technicians properly replenish truck stock and maintain their truck in a clean and orderly manner.
- Maintains and updates CCC service procedures manual.
- Maintains, reviews and stays abreast of latest industry equipment, knowledge and requirements. Has thorough understanding of Acotruck ensuring technicians are properly utilizing the software for peak performance and customer satisfaction.
Organizational Responsibilities
- Provides feedback to management on service trends.
- Develops a plan of action to grow the service department 5% per year and monthly presents the progress of the plan to management.
- Participates in the development and management of the service department’s operating budget
- Creates technician training schedule.
EDUCATION REQUIREMENTS:
- High school graduate or equivalent
- B.S. in business or equivalent qualifying managerial experience in the HVAC service industry
- Graduated from an approved HVACR program or equivalent experience
- Universal CFC certified
- NATE certified: Core Service, A/C or Gas heat & Air Distribution Service
- 40 hours HVACLS per year
WORK EXPERIENCE:
- A minimum of 5-7 years field experience in the HVAC industry, supervising multiple employees
- Seven to ten (7 - 10) years experience in management working in a comparable service company
BENEFITS:
- PTO
- Paid Holidays
- Medical
- Dental
- Life insurance/Short Term Disability
- Option Life Insurance/Long term disability/Accident Insurance
This position, as are all positions at Climate Control Company, is always changing and expanding. New assignments will be added occasionally and current job descriptions may alter.