Job Description
POSITION OVERVIEW
We are seeking a hands-on, systems-oriented Service Manager to help launch and lead the operations of our construction company's HVAC service department.
This is not a passive management role; it is a "builder" role. Initially, the service manager will serve as the active dispatcher and estimator, using this vantage point to architect the division's operational systems, logistical workflows, and efficiency metrics from the ground up. The role acts as the operational bridge between field execution and financial strategy, working closely with the HVAC GM and CFO to turn field data into accurate quarterly and annual projections.
CORE RESPONSIBILITIES
*1. Operational Architecture*
- System Building via Execution: Initially serve as the primary dispatcher to gain a granular understanding of workflow. Use this hands-on experience to identify inefficiencies and build a scalable dispatching protocol. This role will be filled by a separate position when it is necessary.
- Process Optimization: Design the "Call-to-Cash" cycle-from the moment a customer calls, through the deployment of the trade, to the final invoice.
- Scheduling & Logistics: Build the system for scheduling in collaboration with the College and apprenticeship availability. Manage the daily schedule to ensure optimal route density and response times. Implement controls to minimize "truck stock" shrinkage and waste.
*2. Service Management & Technical Leadership*
- Team Oversight: Manage, mentor, and motivate a team of Catholic HVAC technicians and their apprentices seeking to redeem their trade in Christ. Conduct regular check-ins to ensure quality of work and adherence to safety protocols.
- Revenue Generation: Drive sustainability efforts by monitoring technician sales performance, average ticket value, and conversion rates. Assist the GM in setting weekly and monthly revenue targets.
- Technical Support: Serve as the primary point of contact for technicians facing complex issues in the field. Review quotes and estimates for accuracy before they are sent to clients.
- Customer Escalation: Handle high-level customer complaints or disputes with professionalism, ensuring client retention and satisfaction.
*3. Dispatching & Logistics*
- Schedule Optimization: Manually manage the daily schedule board to maximize billable hours. Route technicians efficiently to reduce drive time and fuel costs.
- Real-Time Coordination: Act as the "Air Traffic Controller" for the department. Shuffle schedules in real-time to accommodate emergency calls, job overruns, or technician absences.
- Communication: Maintain communication with field staff regarding job details, parts needed, and customer access requirements. Ensures prompt communication occurs with customers regarding arrival windows and delays.
- Debriefing: Debrief technicians after calls to ensure job completion, correct billing codes, and proper data entry into the CRM. This will be something that will reduce in frequency as the system is learned.
*4. Office & Inventory Management*
- Invoicing & Billing: Ensure all work orders are closed out daily. Audit invoices for accuracy, process payments, and manage accounts receivable for the department.
- Permitting & Compliance: Oversee the application and filing of necessary HVAC permits with local municipalities and ensure inspections are scheduled and passed.
Inventory & Procurement: Coordinate and order specialty materials in advance of scheduled jobs to ensure efficient job flow. Ensure protocols for inventory are followed.
- Fleet & Tool Maintenance: Oversee the maintenance schedule for all service vehicles and capital tooling to eliminate downtime due to equipment failure.
- Phone Management: Warmly answer incoming service calls, qualifying leads and booking appointments into the CRM.
- Estimating: Provide estimates to customers as they are requested. Ensure prompt delivery to each customer.
REQUIRED QUALIFICATIONS
- Operational Mindset: Demonstrated ability to build systems, write Standard Operating Procedures, and use software to automate workflows.
- Data Literacy: Comfortable collecting and organizing data points (labor hours, material usage, skill progression) for executive review.
- Leadership: Ability to lead tradesmen and mentor apprentices while exemplifying the highest standards of christian virtue.
- Multi-Trade Fluency: Would be a plus
KEY PERFORMANCE INDICATORS
The following KPIs serve both as data points to gauge growth and efficiency as the company scales - as well as evaluation metrics
- Billable Efficiency: Percentage of billable hours vs. total hours paid
- First-Time Fix Rate: Efficiency of diagnosis and inventory availability
Apprentice Progression: Accuracy of skill tracking data and successful quarterly advancement of students (in collaboration with GM and CSJW Trades Dean)
- Margin Accuracy: The delta between estimated job costs and actual job costs
- Callback Rate: % of jobs where a technician must return within 30 days due to an error.
- Response Time: The time elapsed from a customer's call to a technician arriving on-site.
- Technician Utilization: The percentage of the workday spent on a job site versus driving or at the shop
- Service-to-Sales Turn Rate: The percentage of service calls where a technician identifies a replacement opportunity and successfully turns it into a lead for the sales team.
- Tool Shrinkage Rate: The frequency and cost of missing tools or "shrinkage" from van stock.
THIS ROLE MATTERS
This role helps to engineer a model for the restoration of the dignity of labor. By ensuring our logistics are sound, the role guarantees that our students graduate debt-free with a degree and a trade, and that our construction projects bless the community in which we live.
APPLICATION INSTRUCTIONS
To apply, please submit a resume and a cover letter to Mr. Christopher Folk-Freund, GM of HVAC Wing and HVAC Chair at the College of St Joseph the Worker.
e: [REMOVED - SEE ORIGINAL LISTING]
Job Tags
Full time, Apprenticeship, Work at office, Local area,