Service Manager
Full Time • San Antonio, TX
Aire Serv is seeking a highly experienced and motivated Service Manager to lead our team succesfully.
For this position you will report to General Manager and the following are requirements for this position:
Must have technical knowledge and skills and meet physical requirements. Anyone performing in this capacity must also have exceptional communication skills that will allow for effective relationship building at all levels: have the business knowledge to make sound business decisions and have the ability to multi-task.
- Establish and maintain 10% net profit in Service and Maintenance Departments. Seek guidance from Aire Serv business coach for insight.
-Daily:Review Technician Service/Maintenance schedules and ensure that they have parts materials necessary to do their job. Ensure technicians are out the door in a timely manner
-Daily: Review previous days invoices and ensure thoroughness , completeness, and accurate charges.
-Weekly:Hold technician performance board meeting and review KPI's with the team.
-Become proficient in Aire Serv 10 steps. Learn and teach scripting to technicians. Attend Aire Serv technician training.
-Assist CSR/Dispatcher and General Manager when problems arise or during absences. Open and close the shop as needed.
-Train in new technology, new products, new ideas, new company policies and procedures, and the Aire Serv World Class Front Line Service. Lead by example and wear service professional uniform. Light blue button up shirt, tucked in with belt and blue/black pants. T-shirt for install.
-Order parts and return parts when needed. Follow up to ensure warranty and return credits are given. Find best pricing with supply houses. Ensure technicians are accountable for parts, inventory, and tools.
-Monitor and inspect all employees' vehicles and uniforms (including shoe covers) so that they always meet or exceed the company's expectations.
-Interact with the General Manager to establish technician goals the first of each month and post on the goal board for tracking. Focus on training technicians on one accessory per month for boosted commissions and coordinated marketing.
-Coordinate all of the activity in the filed to ensure that work flows smoothly and that all goals and expectations are met.
-Ensure customers receive timely service and customer satisfaction is maintained. Work with service team to work longer hours during heavy service call periods.
-Ride with, and /or meet technicians on job sites monthly for additional training and quality control to make sure they are providing each customer with World Class Service. It will also build rapport with technician.
--Ride with, and/or meet technicians on all callbacks for training and to resolve customer concerns with our having to make several non-productive trips.
-Be available 24/7 via phone to on-call technicians to assist in troubleshooting or diagnosis. Serve as a liaison with the answering service that all on-call jobs are taken care of by the technicians. Manage on-call schedule.
-Respond to customer complaints.
-Assist with sales estimates when necessary and performing service, maintenance, or install jobs as needed utilizing technical expertise.
-Establish and maintain apprentice technician training on new products and technology. Plan topics for weekly team meetings to include technical, safety, sales, and operational topics. Coach technicians through ride-alongs, 1 to 1 role play, or outside training through vendor resources.
-Assist General Manager in creating recognition programs to enhance productivity, retain, recruit, and train field technicians. Communicate to technicians how their development can lead to achieving Key Performance Indicator (KPI) goals and additional income.
-BE a cheerleader for all apprentice technicians but hold all accountable for their productivity, tardiness, absenteeism, actions, etc. Handle all co-worker relations professionally. Record all problems and solutions and forward to General Manager to file in employee files. Request permission to hire and fire and participate in 90-day, 180-day, and annual performance evaluations.
For this position you will report to General Manager and the following are requirements for this position:
Must have technical knowledge and skills and meet physical requirements. Anyone performing in this capacity must also have exceptional communication skills that will allow for effective relationship building at all levels: have the business knowledge to make sound business decisions and have the ability to multi-task.
- Establish and maintain 10% net profit in Service and Maintenance Departments. Seek guidance from Aire Serv business coach for insight.
-Daily:Review Technician Service/Maintenance schedules and ensure that they have parts materials necessary to do their job. Ensure technicians are out the door in a timely manner
-Daily: Review previous days invoices and ensure thoroughness , completeness, and accurate charges.
-Weekly:Hold technician performance board meeting and review KPI's with the team.
-Become proficient in Aire Serv 10 steps. Learn and teach scripting to technicians. Attend Aire Serv technician training.
-Assist CSR/Dispatcher and General Manager when problems arise or during absences. Open and close the shop as needed.
-Train in new technology, new products, new ideas, new company policies and procedures, and the Aire Serv World Class Front Line Service. Lead by example and wear service professional uniform. Light blue button up shirt, tucked in with belt and blue/black pants. T-shirt for install.
-Order parts and return parts when needed. Follow up to ensure warranty and return credits are given. Find best pricing with supply houses. Ensure technicians are accountable for parts, inventory, and tools.
-Monitor and inspect all employees' vehicles and uniforms (including shoe covers) so that they always meet or exceed the company's expectations.
-Interact with the General Manager to establish technician goals the first of each month and post on the goal board for tracking. Focus on training technicians on one accessory per month for boosted commissions and coordinated marketing.
-Coordinate all of the activity in the filed to ensure that work flows smoothly and that all goals and expectations are met.
-Ensure customers receive timely service and customer satisfaction is maintained. Work with service team to work longer hours during heavy service call periods.
-Ride with, and /or meet technicians on job sites monthly for additional training and quality control to make sure they are providing each customer with World Class Service. It will also build rapport with technician.
--Ride with, and/or meet technicians on all callbacks for training and to resolve customer concerns with our having to make several non-productive trips.
-Be available 24/7 via phone to on-call technicians to assist in troubleshooting or diagnosis. Serve as a liaison with the answering service that all on-call jobs are taken care of by the technicians. Manage on-call schedule.
-Respond to customer complaints.
-Assist with sales estimates when necessary and performing service, maintenance, or install jobs as needed utilizing technical expertise.
-Establish and maintain apprentice technician training on new products and technology. Plan topics for weekly team meetings to include technical, safety, sales, and operational topics. Coach technicians through ride-alongs, 1 to 1 role play, or outside training through vendor resources.
-Assist General Manager in creating recognition programs to enhance productivity, retain, recruit, and train field technicians. Communicate to technicians how their development can lead to achieving Key Performance Indicator (KPI) goals and additional income.
-BE a cheerleader for all apprentice technicians but hold all accountable for their productivity, tardiness, absenteeism, actions, etc. Handle all co-worker relations professionally. Record all problems and solutions and forward to General Manager to file in employee files. Request permission to hire and fire and participate in 90-day, 180-day, and annual performance evaluations.
Compensation: $40,000 -$50,000 annually
We believe in doing the job right. And part of the job is creating a company worth working for. So when you put on that Aire Serv® uniform, you become part of a place that will take care of you the way our franchise owners take care of their own family and friends. Grounded in honesty, integrity, and no surprises. Excellent customer service can’t happen without happy, motivated, and committed employees. Which is where you come in. People like you make what the Aire Serv franchise owners do possible and creating a team that shares and exemplifies our values is as important as providing quality service for heating and cooling systems.
*All independently owned and operated franchised businesses operate under the service brands’ marks, trademarks, trade names, logos, emblems, slogans, or other indicia of origin in connection with the Aire Serv® franchise system within a specified geographical area. Only the independently owned and operated franchised business shall have any interaction with or authority for its business and make all employment related decisions related to its franchised business.
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