Director of Service
Salary: Commensurate with skills and experience
Employment: Full Time - Location headquarters: Stratford, CT
Reports to: Operations Manager
Summary:
Manage & expand all aspects of an industry-leading business unit including the delivery of repair, preventative maintenance & warrantee services for the commercial HVAC industry. Maintain regular communication with customers to assure that their needs are met and help to expand the repair & contract business. Recruit, develop and inspire a highly efficient and dedicated team of service technicians and support staff. Monitor and report on-going financial performance of the Division.
Required Skills and Qualifications:
- Treat all people associated with Main Enterprises with respect, honesty and integrity at all times.
- Work with Safety Field Manager to ensure that safety is department focus
- Maintain existing and hire new technicians
- Sales and business development 5. Follow-up and follow-thru on customer needs
- Interact with existing & new clients by face-to-face visits
- Strive to meet and exceed sales budgets while keeping overhead stable.
- Understand and enhance incumbent computer software.
- Support, supervise and manage all service technicians and support staff.
- Focus on efficient utilization of available tech. hours and maximize billing and cash flow opportunities by timely billing of work performed and overall departmental process management from point of inception of a call to its completion.
- Verify the timely payroll reporting
- Provide a cross-training policy for office staff
- Interact and align with other departments including CFO for required financial data
- Implement a robust program for training for all service technicians.
- Coordinate with the Vehicle Manager to monitor the condition of all trucks and equipment
- Control of all company tools for service technicians.
- Establish and control inventory of parts and materials on all service trucks as well as in-house stock to assure parts are available when needed to increase sales and expedite service calls. Order parts and material as needed and keep inventory constant by replacing all parts sold previously from service tickets.
- Manage and spot-check the review of all service tickets for: a. Proper description of work b. Improper billing and charging of customers. c. Follow-up work d. Proper diagnosis. c. Parts to be ordered for customers. d. Sales opportunities from information on service tickets from Technicians (pull thru work). e. Excessive travel time or excessive time on PM Maintenance contracts, etc. f. Monitor diagnostic time vs. repair time recorded on ticket.
- Address all customer problems, disputes or complaints
- Prepare a Preventive Maintenance service agreement strategy to implement, delegate and oversee the increase of service sales by: a. Timely review and renewal of Preventive Maintenance service agreements b. New Preventive Maintenance service agreements c. Converting T&M repair accounts into Preventive Maintenance service agreements. d. Intercompany Preventive Maintenance service agreements on installation projects. e. A robust "pull thru" program to identify new work during Preventative Maintenance visits
- Prepare a T&M & quoted repair strategy to implement, delegate and oversee the increase of service a. Timely & accurate proposals b. Identifying new opportunities for repairs c. Utilizing proper talent on specific tasks d. Having the proper tools and equipment e. Procuring parts & materials timely
- Make sure all service personnel and sales personnel know the three reasons why every system should be serviced each year.
- Monthly review of "Service to Revenue" reports to determine department costs, compute service cost of labor per hour including truck cost to verify present numbers being used.
- Establish an annual budget for the service department for sales, gross profit and net profit for management's approval.
- Check service rates against competition at least annually.
- Review all work orders to assure proper hours are being worked and included in payroll.
- Review Revenue and Payroll weekly to assure hours being paid equal time spent and that accessories are being sold by service technicians.
- Review the performance of staff at least annually to make sure they are all performing their jobs in the best interest of the customers.
- Perform other duties as assigned.
Key Standards by Which Results are Evaluated:
- Active developing and retaining a pool of skilled workers who want to work for Main Enterprises.
- Active developing of customer satisfaction and new clients who want to work with Main Enterprises.
- Sales goals are achieved
- Employee satisfaction and retention levels are consistently high as indicated by turnover and skiplevel interviews.
- Ongoing improvements to quality and productivity through full utilization of the incumbent computer system.
- Expansion of service revenues by satisfying customers, developing referrals and meeting personal sales and marketing goals.
- Internal collaboration and teamwork with project managers and administrative staff are exemplary as evaluated by upper management.
- Profitability of the service department is enhanced based on increased efficiency and productivity indicated by billable vs. payroll hours.
- Consistent follow through on assignments.
Authority needed to perform the function:
- Hire, assign, develop, and discipline service department team.
- Make recommendations and build consensus.
- Receive and review servicedepartment financial information on a timely basis.
- Compile and sign service contracts.
- Determine billing rates for services.
- Obtain support and assistance fromAdministrative Team and others within the Company
Benefits:
- Medical
- Dental
- Life
- Vision (add-on)
- 401K Plan (with Company match)
- PTO
- Holiday Pay
- Vehicle (for company use)
- Cell phone (for company use)
- Gas card (for company use)
Accessibility: If you need an accommodation as part of the employment process please contact Main Enterprises at
Email: info@mainhvac.com
Equal Opportunity Employer, including disabled and veterans.
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