Commercial Refrigeration Service Manager

COMMERCIAL SUPERMARKET REFRIGERATION REQUIRED

EXPERIENCE LEADING A TEAM OF TECHNICIANS REQUIRED

Job Description

Join us at Climate Pros as our Service Manager and lead a team of dedicated technicians to deliver unparalleled service in commercial refrigeration. Your role isn't just about fixing equipment; it's about cultivating a culture of excellence where every customer interaction leaves a lasting impression. As a visionary leader, you'll guide your team to exceed expectations, foster growth, and embrace challenges head-on. With your expertise and commitment, you'll ensure that Climate Pros continues to set the standard for service excellence in our ever-evolving world.

Our customers aren't just businesses; they're change-makers, innovators, and visionaries in their own right. It's your responsibility to not only meet but exceed their expectations of what a service experience should entail. We're not just in the business of refrigeration; we're in the business of forging lasting connections and leaving indelible impressions. As a leader, we expect nothing short of excellence from you. You'll lead by example, putting your team's success before your own and actively engaging in their professional growth and development. Open communication, proactive problem-solving, and fostering a positive work environment will be your guiding principles as you set the standard for your team."

Duties and Responsibilities:

• Service Management:
• • Provide exceptional support to both internal and external customers.
  • Actively monitor customer service trends and make necessary improvements
  • Assist the team in developing standards and processes to continuously elevate the overall service experience
  • Monitor customer response times and make adjustments to ensure we meet contractual service level agreements (SLA's)
  • Provide support for questions and issues from all employees and end users
  • Work closely with the Sales team on service-related escalations and aging calls
• Leadership:
• • Build a team of top talent and mentor the next generation of industry leaders. Be a coach, lead change, and inspire your team every day
  • Manage overall performance of assigned Service Technicians and corresponding territories
  • Provide regular coaching and feedback and have a deep knowledge of your team and each member's strengths, weaknesses and opportunities
  • Conduct timely and constructive performance reviews for each direct report, approve timecards, handle PTO requests, on-call scheduling, and other logistical matters associated with managing staff
• Financials:
• • Understand our business, know the numbers and lead the center's daily operations to achieve specific goals in productivity, quality, output, cost as well as revenue and margin
  • Meet or exceed budgeted goals for parts and labor costs and technician productivity
  • Drive productivity and help the team meet efficiency goals, using Climate Pros tools for success including service reporting
• Operational Improvement:
• • Drive continuous improvements to facilitate exceptional team output and customer service
  • Learn and master our proprietary tracking software including the invoicing process, dispatching process and operations support functions
  • Learn, understand, and own every aspect of your center's performance
  • Champion safety, efficiency, quality, and overall excellence in all of your actions and decisions.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Desired Skills, Certifications, and Education:

• Strong customer service skills, proper phone etiquette with a customer centric focus
• Excellent verbal and written communication skills for both internal and external customers
• Strong team and interpersonal relationship building skills
• Intermediate knowledge of MS Office (Excel, Outlook, Word)
• Minimum of 5 years journeyman service or industry related experience
• Ability to remain calm under pressure and multitask
• Ability to Forecast business operation needs
• Journeyman level or equivalent professional experience.
• Prior leadership experience in the commercial refrigeration industry is a plus.
• Experience leading teams and managing a diverse group of roles and responsibilities.
• Be an honest team player, growth-oriented, ability to do whatever it takes; safely!

The company is an industry leader with over 1,600 employees, offering multifaceted service, construction, and modernization solutions to businesses across the United States. They have been ranked in Inc’s 5,000 Fastest-Growing Companies for the past 10 years.

Climate Pros is out to “Disrupt the Industry by Creating a Great Company for Great People” with employees in 43 states, servicing 1,300+ customers and over 10,000 sites and providing expert support 24 hours a day seven days a week. Climate Pros partners with customers including supermarket retail, refrigerated storage warehouses, convenience stores, and the biomedical industry to provide innovative, customized services.

Forming long-term partnerships is what sets Climate Pros apart from the competition by providing highly skilled technicians, and consulting on the latest regulations, technology, and trends.

To support their mission to have the safest and highest skilled team in the industry Climate Pros invests heavily in the training and ongoing deve