Summit Commercial Facilities Group
  • Minneapolis, MN, USA
  • $80k-$90k+
  • Base + Commission
  • Full Time

Health/Medical/HSA, 401k w/company match, Vacation, Vehicle allowance


 

Service Manager - Mechanical Contractor

Authority:  The Service Manager will take its direction from the CEO.  This position is part of the management team of the Company. 

Overview:   Leadership of the service operation for technical trades, equipment and systems including cooking, refrigeration, HVAC and plumbing.  The Service Manager has oversight for three business models including service (T&M), scheduled maintenance (planned recurring work on contract), and project work (planned one-off, including equipment installation).    The Service Manager is responsible for meeting company and division goals, and maintaining customer satisfaction for the company.  

Responsibilities and Duties

  • Leadership:
    • Help facilitates company vision
    • Establishes culture of accountability and continuous improvement
    • Recommends and champions improvements, changes, new techniques and procedures
    • Lead and participate in organizational strategic planning initiatives.
  • Management of Work
    • Invoice/billing oversight - rectify work order issues  – prior to billing customer
    • Assist the accounting department to accurately and proficiently bill out projects
    • Facilitate reconciliation of customer complaints, and negotiate resolutions.
    • Provides technical information for field and in shop technicians
    • Manages Service Operation Quality Program
    • Oversees the overall training program for the service operation including certifications and licenses.
    • Develop overall service operation budget and help set company goals
    • Maintains profitability on work being performed
    • Ensure efficient service operation
    • Works with parts department to maintain proper control of inventory
    • Works with vendors and suppliers to maximize cost savings for customer opportunities
    • Works with Sales/Project Managers to discuss and coordinate business applications
    • Actively promotes safety awareness and ensures a safe environment for the client
    • Keeps abreast of tooling and equipment requirements for the Service operation
    • Occasionally lends an extra set of hands to resolve work load spikes
    • Occasionally oversees a project as a field/job superintendent
  • Human Resources:
    • Supervision of Employees (depends on qualifications, optional):
    • Conducts or otherwise participates in technician performance reviews, and facilitates 360 employee development, including rewards and discipline.
    • Motivates and maintains productivity of Technician workforce via a number of metrics, including but not limited to:  direct vs. indirect labor, billing % of total time, call-back, response time, etc.
    • Recruits talent:  review resumes, conducts interviews of prospective technician new hires
    • Coordinates the on-boarding process for new hires
    • Contributes input on maintaining and review company policies as related to technicians
    • Management of Customer Opportunities / Concerns
      • Perform field visits with customers including sales calls (depending on candidate, this could be infrequent, or very frequent)
      • Meet with new and existing clients to build relationships and strengthen the support strategies needed to maintain a client to vendor relationship.
      • Involved in on-site bidding process for installs, replacement equipment, or remodels. Prepare RFQ estimations and customer proposals in a timely and efficient manner. 
      • Equipment Manufacturer Liaison

 

Additional Responsibilities and  Duties

  • Project/Program Management (depends on qualifications, this might be nice to have)

 

Qualifications / Requirements:

  • Leadership experience (5 years minimum in lead role)
  • Technical service industry experience (5 years minimum: commercial kitchen equipment, commercial facility mechanical equipment – specific technical experience/exposure to cooking, refrigeration, HVAC, plumbing, electrical trades).
  • 2-year /4-year technical degree, or certifications/licenses in technical trade
  • Basic understanding of project management
  • Ability to read and interpret documents such as safety rules, equipment operating and maintenance instructions, technical diagrams, and procedure manuals.
  • Excellent verbal and written communication skills.  Ability to write routine reports and correspondence, and ability to speak effectively before groups of customers or employees of organization.
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
  • Ability to apply concepts of basic algebra and geometry.
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Strong Customer Service skills with strong phone etiquette and excellent tracking and follow through skills
  • Ability to function in a fast paced environment.  Must be able to multi-task.
  • Highly organized and reliable, with attention to detail
  • Strong work ethic, good practical judgment, Positive attitude and professionalism
  • Computer skills – MS Office (Word, Excel, Outlook and PowerPoint)
  • Enterprise Resource Planning (ERP) Systems experience
    • Driver's license with good driving record
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