Area Refrigeration Service Manager
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Job Description
Area Refrigeration Service Manager leading field service supervisors and technicians for Bassett Mechanical, a provider of industrial refrigeration, HVAC, plumbing, and maintenance solutions. Managing service agreements, PM operations, customer relationships, staffing, training, and profitability.
Responsibilities:
- Provide leadership, motivation, and support to field service supervisors and technicians in the assigned territory
- Ensure customer expectations are met or exceeded and maintain quality standards of work performed
- Initiate, set up, follow through on, and close out service agreements and projects on time and at or above planned gross profit
- Manage new service agreement startups, technician assignments, equipment labeling, startup reports, safety concerns, training, efficiency opportunities, and startup meetings
- Set up preventive-maintenance tasking, evaluate load leveling, ensure on-time PM completion, and coordinate planning and scheduling with dispatch
- Review agreement performance reports, service resolutions, costing, coverage questions, service report errors, invoices, and billing extras
- Prepare renewal recommendations, investigate customer complaints and invoice issues, and assist with collections
- Provide field staff with materials, directions, tools, and logistical support to maximize output per labor hour
- Review operating policies and procedures and recommend corrective action
- Assist leadership with maintenance and project pricing approvals
- Coach and mentor field service supervisors and support delegation, empowerment, teamwork, and standard work
- Recruit technicians, support technician development, monitor performance, and conduct annual performance reviews
- Develop technician training schedules, maintain training records, and manage skills matrices
- Support maintenance sales representatives, customer relationships, CARE representatives, and service project teams
- Participate in department meetings, operational review meetings, budgeting and operations planning, and agreement spend-plan management
- Serve as a technical resource for sales, purchasing, dispatch, and business systems
- Support and maintain a safe and Lean work environment
- Perform other duties as assigned
Requirements:
- Minimum 3 years in a supervisory or management field involving leadership of direct reports, or related experience leading peers and teams
- High level of knowledge of refrigeration and/or heating and air conditioning equipment
- Excellent customer relation and people skills
- Ability to multitask and shift from office work to field work as required
- High level of planning and organizing
- Ability to communicate openly and honestly at all levels
- Ability to work through conflict and create win/win results
- Proficient with computers and digital tools, including Microsoft Word, Excel, PowerPoint, and Outlook
- Ability to develop finance and budgeting skills
- Membership in technical or professional organizations is encouraged
Benefits:
- Competitive compensation and benefits package
- Many professional growth opportunities
- Professional development opportunities through training and continued technician development
- Safe and Lean work environment
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