Service Manager

Comfort Systems USA-ColonialWebb is seeking a dynamic individual to manage our service operations for the Baltimore / I-95 area (Columbia, Laurel, Silver Spring, Towson, etc).

Who we are

ColonialWebb is a Mid-Atlantic leader of superior engineering, construction, installation and service of mechanical systems. For over 40 years we have provided practical and innovative mechanical solutions.  As a Comfort Systems USA company, we are strengthened by a nationwide network of mechanical contractors and prepared to build, service, or retrofit any commercial or industrial mechanical, HVAC, refrigeration, electrical, plumbing, water solution, or process piping system. 

What you’ll do

This individual is responsible for the overall results of their business, care of their customers and the leadership for their assigned team(s). This consists of the safety, care, training, development and supervision of all members of their teams and customer care that ensures Raving Fan customer journeys.

Essential Leadership Duties:

• Know and understand the company’s core beliefs, practices these beliefs and be able to talk about these beliefs to others.
• Provide motivation and inspiration to the team
• Coach team members on great customer care.
• Support and promote all the company’s business lines and operational units

Essential Customer Care Duties:

• Develop relationship with customers’ points of contact.  Includes site visits at least annually for contracts in excess of $2,000/yr.
• Champion for Outstanding Customer Service and our Customer Care program in order to increase customer satisfaction, increase customer base, and increase customer retention to 92% or better
• Immediately address all customer service issues. Listen closely to customers and show empathy. Develop plans and steps to correct issues and ensure future success with customers.
• Attend the monthly Customer Care Meeting and quickly address all customer related issues discussed and commitments made.
• Act as the Account Manager for assigned customers.
• Proactively position contract price increases with customers and/or assigned sales person. 
• Attend meetings with other customers, as needed, to support the Service Supervisors or Sales personnel.
• Assist Accounts Receivable with collections on Service Agreements and Regular Service work.

Essential Employee Care and Safety Duties:

• Share the “Safety with Care” message with all employees. Be the example of safety and the showing of care.
• Ensure implementation of safety policies and the adherence thereof
• Lead safety and accident review meetings in an effort to continuously enhance current safety policies and employee practices.
• Lead and/or actively participate in all annual safety training.  Ensure all team members are up to date with safety training requirements based on their assigned positions as well as identify specialty training required as needs arise.
• Ensure all inspection forms and accident/incident reports are completed in a timely fashion and paperwork is submitted to the corporate Safety team.
• Order PPE items, as needed, and ensure all new hires have a fully-stocked PPE bag prior to being in the field and that existing employees maintain their PPE equipment and obtain new items, as needed.

Essential Talent Management Duties:

• Monitor Building Service field recruiting activities; perform recruiting activities as required to ensure that a sufficient quantity of highly qualified personnel are in the company’s employ at all times.  This includes searching for applicants, reviewing resumes, performing interviews, and discussing salary guidelines with Service Operations Manager before any offer is made.
• Ensure New Hire/Orientation procedures are being followed for all new Building Service field personnel; perform safety orientation, review Cardinal Safety Rules, Safety with Care and 5X5X5, discuss the fleet policy and procedures, assign a vehicle (if applicable) and request inventory transfer, obtain a personal tool inventory, facilitate a Meet & Greet between the new hire and his/her coordinator to discuss the new hire’s abilities and expected assignments, and assign a field trainer.
• Conduct performance reviews with service personnel prior to their anniversary date, initiate requests for pay increases, if warranted, before discussing them with the employee;
• Participate in Talent Management process by developing career development plans with their team
• Work with operations manager to develop, schedule, and facilitate structured in-house training programs to ensure that all personnel are well versed on the latest technology relating to the position of which they have been assigned; make recommendations to the Service Operations Manager on training resources available outside the capability of the company.

Essential Operational Duties:

• Ensure that all services are performed in accordance with company practices through the effective management of the Building Service field personnel
• Monitor and control manpower, tools, and vehicles to ensure efficient and effective use of all departmental resources; approve all requests for additional company tools and equipment up to a maximum of $250.00 each; provide oversight of all inventory activities and ensure proper inventory procedures are being followed when vehicle assignments change.
• Attend periodic meetings with the Operations Manager, in order to provide feedback on all departmental operations as they relate to manpower needs, asset management, performance levels, schedule adherence and departmental procedures.
• Develop plans to execute maintenance agreements to meet or beat estimates, and exceed the customers’ expectations.  Review the performance of all maintenance agreements; developed plans to address cost overruns and any issues which may have a negative impact on the performance of work; maintain constant follow-up on progress of such plans to ensure proper focus.
• Collaborate with sales to position recommended contract changes, such as scope, rate structures and or price.
• Review weekly report of regular service work identifying services performed below budgeted gross margins; identify problems and prepare plans for improvement.  Perform follow-up on potential callbacks within 24 hours. Discuss findings with Service Coordinators and work with them to communicate findings to the customer and address any NTE issues.
• Conduct weekly meetings to review the WIP to ensure cost control and appropriate life cycles are being met.
  • Status of preventive maintenance inspections
  • Status of regular service work
• Monitor quality control procedures; conduct random quality control inspections and ride-along with the Service Field personnel on a regular basis. Document these visits appropriately.
• Provide technical and management assistance to service personnel as needed during the performance of day-to-day work activities.
• Enforce company disciplinary policies as required
• Possess working knowledge of software programs used by our company; be able to research customer service history, locate timesheet and work order documentation, assist the Service Operations Manager with the invoice review process, and use the GPS website to monitor/research fleet activity, as needed.

Essential Business Development Duties:

• Provide Service Sales personnel with technical assistance as needed during the preparation of major proposals.
• Responsible for quality and accuracy of regular service quotations submitted by the field and the quote coordinators
• Assist the technicians, dispatchers and quote coordinators with preparing proposals
• Promote all the “ColonialWebb Wheel” of services to our customers
• On assigned accounts provide asset management plans and provide equipment replacement quotations and other service proposals

What we’re looking for

• Must have in-depth knowledge of various HVAC, electrical and plumbing products, systems, electronics, and building controls
• Bachelor’s degree (preferred), Associate's degree, equivalent from two-year college or technical school with a certificate in Heating, Ventilation, and Air Conditioning, or 10 years of direct industry experience
• One to three years supervisory experience preferred
• Normal industry experience in the same field of five years 
• Ability to handle day-to-day departmental management tasks relating to work assignments, recruiting, customer relations, and asset management.
• Ability to understand financial reporting (including the P&L) and influence the service team as needed to ensure costs do not exceed the budget and profitability meets or exceeds target.
• Excellent mechanical, administrative and analytical skills.
• Adapt well to both individual and team work environments
• Ability to coordinate and perform multiple activities in a timely manner.
• Ability to maintain a sense of urgency, but remain calm, when handling emergencies.
• Ability to deal diplomatically and communicate effectively with internal and external customers
• Technological proficiency to include Microsoft Office products
• Effectively write reports and business correspondence
• Flexibility to work overtime and occasional weekends (as needed)
• Infrequent overnight travel may be required
• Professional appearance
• Strong interpersonal skills, achievement oriented, positive, innovative, self-motivated, and organized
• Knowledge of current Building Codes, ASHRAE standards and OSHA safety regulations.
• Possess an EPA approved CFC certification.
• Valid Driver’s License and clean driving record
• Client management skills; ability to manage customer relationships, perceptions and expectations
• Production management skills; ability to visualize, plan, and execute to achieve budgeted goals

What we’ll offer you

• Competitive wages
• 401(k) plan with a generous company match
• Medical, dental, vision, and Rx drug insurance
• Life and accidental death insurance
• Short and Long-Term disability insurance
• Paid holidays and personal leave
• Opportunities for career growth, training and development 
• Tuition reimbursement
• Employee referral incentives
• Scholarship program for employees’ children
• Discounts at major cell phone and auto companies.
• Rallies, picnics, celebrations, cook-outs
• And there's so much more!

Employment applications are accepted online at www.ColonialWebb.com/careers. View our current job postings and apply today.  EOE M/W/Disability/Vets