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HVAC Service Manager
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Carroll Mechanical, Inc.
Columbia, MD (In Person)
$92,500 Salary, Full-Time
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Job Description
About Carroll Mechanical We are a local HVAC company based in Columbia, Maryland and have been in operation for over a decade. We focus on residential and light commercial work in Howard, Carroll, Montgomery, and nearby Maryland counties. We repair, maintain, and install ACs, heat pumps, gas furnaces, oil furnaces, mini-splits, and boilers. As our company continues to grow, we are looking for a new Service Manager to lead our Service Department, who will lead our team of technicians to ensure every job is done right. This is a critical role for the company. The ideal Service Manager will have both service tech and management experience. We expect this person to innovate, work hard, and uphold a commitment to excellent customer service. In return, we commit to providing the Service Manager with a fulfilling career, room to grow, opportunities to excel - and of course competitive pay and benefits. Responsibilities Hire, train, manage, and inspire a team of service techs. Work with the customer service and dispatch teams to make sure the right technician goes to the right job at the right time. Answer technical questions from technicians and ensure service jobs are completed accurately and professionally. Manage customer questions and escalations. Manage technician schedules to meet customer demand, seasonal spikes, and technicians' personal needs. Order parts / equipment / materials and coordinate logistics. Communicate with customers and coordinate follow-ups. Review and approve time cards, customer option sheets, and curbside feedback forms. Show technicians how to establish customer rapport to sell the right products and services. Monitor performance of field technicians and advise them on how to improve. Train, develop and hold your team accountable to exceptional technical standards. Integrate sales strategies across other departments to drive profitability. Understand sales criteria and hold technicians accountable to revenue goals. Work alongside Install and Sales teams to ensure overall success of the business. Make sure incentive programs are equitable and properly documented. Serve as a technical back-up in the field when necessary. Requirements Three or more years of proven success in an HVAC Service Technician or Service Manager role Familiarity with ServiceTitan or similar CRM Excellent organizational skills and attention to detail Ability to multi-task and thrive in a fast-paced environment Ability to inspire personal and professional growth in team members Ability to provide unparalleled customer satisfaction Excellent oral and written communication skills, with the ability to convey confident and decisive messages in a fast-paced environment Extreme competence using desktop and mobile devices and applications Ability to empathize with customers and technicians and respond to their needs Growth mindset, with an excitement to learn and test new strategies Strong work ethic, with the passion to meet and exceed company goals Ability to work a full-time schedule, with flexibility to take calls on nights and weekends on an as-needed, mutually-agreed-upon basis Ability to be in-person 5 days a week in our Columbia, Maryland office