Meade Heating and Air Conditioning is a leader in HVAC service in Berks County (and adjacent areas). We are looking to grow our team with a skilled and dedicated service technician.
We offer an excellent employment experience and make sure our dedicated staff members are rewarded for their commitment. You will find the application for this position after the description.
7:30am to 5:00 pm, Monday though Friday, some weeknights and weekends.
To manage the service operations of the company. This includes overseeing the daily dispatching and efficiencies of the service technicians and department. Other duties include customer relations, reviewing all billing and warranty claims, interaction with the other managers in respect to their warranty and installation needs. Responsible for making sure that all service techs are properly trained. Review all service tickets to determine if the appropriate recommendations were made. Review revenue vs. profitability. Perform customer follow up calls. Follow up with vendors on any outstanding issues. Review service delivery with technicians; areas for improvement, etc. Complete any outstanding work; return trips to inspect and/or complete work. Perform any necessary customer service related visits or calls. The Service Manager is expected to handle all aspects of the service department and to ensure it’s continued profitability and growth.
Owner / General Manager / Service Director
- Responsible for the profitability of the service department.
- Supervises the Service Dispatcher and parts person if applicable.
- Maintain professional appearance and attitude at all times.
- Clean uniform, odor free, hair and/or beard are properly groomed.
- Promote positive company culture at all times.
- Review all service invoices daily, this includes comparing time cards to the invoices and spot checking pricing. Make sure that the Service Technician detailed the invoice in a thorough manner so the customer understands the service rendered and that the problem was taken care of.
- Review all callbacks. Determine cause of callback and future prevention. Provide training to technicians to avoid future callbacks.
- Perform all customer service related tasks.
- Track Service Technician SPIFFs. Reconcile SPIFF reports against completed and paid jobs. Turn finalized SPIFF report into office for monthly SPIFF checks.
- Quote/verify quotes of large repair jobs and obtain approval from customers.
- Commercial account management.
- Check previous day’s time cards against previous day’s invoices. Verify time card is accurate.
- Technician profitability reporting.
- Compare time used per call against time allowed in flat rate codes to verify technicians are billing accurately and performing repairs within allotted time.
- Compare repairs quoted vs diagnosis and additional possible recommendations.
- Look for ways to improve service ticket billing.
- Were appropriate recommendations made?
- Track each technicians recommendation rate, closure rate, average service ticket, PMA renewal rate and new PMA signup rate.
- Review all warranty invoices, making sure that all valid warranty issues are being addressed to the vendor, parts, misc. field materials and labor.
- Secure work for the service and installation departments, revenue generation.
- Plan for seasonal fluctuations in the business by making sure Preventive Maintenance Agreements are offered to all customers and meeting PMA sales goals.
- Truck and tool inspections. Check at least one service technicians tools and truck per week.
- Coordinate any vehicle service or maintenance with Fleet Manager.
- Make sure that all service vehicles are clean, stocked, running properly etc.
- Responsible for cleanliness of service fleet.
- Other duties as assigned.
- Report to office by 7:30AM to assist in daily dispatching and review previous day’s tickets for any required follow up.
- Walk shop and loading area, answer questions, service technicians gone by 7:45, or within 15 minutes of start time.
- Help Service & Install Technicians out in the field when appropriate and be available for contact or assistance after hours.
- Proper diagnosis and repair of HVAC equipment.
- Explain services and policies to customers prior to diagnostic and repair.
- Charge and collect for all work performed per company policy and procedures.
- Complete paperwork daily, recording all hours and materials used on each job prior to leaving jobsite.
- Turn in all completed paperwork and related forms to Service Director or Service Dispatcher daily, or as directed.
- Address company warranty issues as directed by the Service Director.
- Resolve difficult jobs as directed by the Service Director or Service Dispatcher.
- Level 5+ support for all technicians.
- Ability to resolve all service and installation issues and challenges. No call left unresolved.
- Perform follow up/survey calls and return all customer calls.
- Create training schedule.
- Responsible for making sure that all Service Technicians are properly trained and certified.
- Present training seminars and classes for in house meetings.
- Ride with each service technician a minimum of one day per month for the purpose of training. Special needs may require riding with a particular technician more than one time per month.
- Assist in establishing proper seasonal inventory levels.
- Maintenance of Service inventory stock.
- Order parts as needed, as parts are received pull work order and have dispatcher schedule work.
- Responsible for determining and setting service inventory policies and pricing.
Certain key business indicators that will measure the effectiveness of the Service Manager. These include the following:
- Technician revenue averages minimum requirement per month as per goals.
- Degree to which unproductive labor or lost time is minimized.
- Degree to which technicians improve in ability and efficiency
- Number of warranty calls resulting in non-billable time.
- Quality of technicians paperwork.
- Increase in number of Preventive Maintenance Agreements.
- Quantity of rush orders, will calls as a result of poor planning.
- Number of times jobs not started on time.
- Number of jobs held up due to material, equipment or fittings not ready.
- Contract performance; estimated costs vs actual.
- Increase in number of leads scheduled per month.
- Cleanliness and organization in the customer’s home or in the company vehicle.
- Number of accessories sold per month.
- Timely resolution of customer disputes.
- Number of times that truck stock parts are not on trucks.
- Equipment, tool or vehicle breaks due to lack of proper maintenance or neglect.
- NATE Certification
- Three years related experience and/or training in customer service, management in a service industry or equivalent combination of education and experience
- Ability to read and interpret wiring diagrams and blueprints.
- Be familiar with a wide range of equipment and troubleshooting techniques.
- Operate scissor and genie lifts in a safe manner.
- Knowledge of basic sheet metal & fiberglass practices.
- Ability to perform load calculations.
- Knowledge of air balancing principles and techniques.
- Experience making repair and replacement decisions.
- Demonstrate willingness to accept responsibility and leadership roles.
- High School Diploma or equivalent.
- Valid driver’s license
- Computer skills
- Advanced customer service skills.
- Advanced communication skills with service technicians and other team members.
- Meet criteria of a Level 5 technician