Service Team Manager Job at Geiger Brothers (Columbus)

Job Description

The Service Team Manager(s) plays a critical role in leading, supporting, and growing a team of HVAC service technicians. Acting as the nucleus for a group of 15-20 Field Leaders and Field Technicians this role ensures support while providing exceptional service to our customers.

Job Responsibility

Lead, coach, and mentor a team of HVAC service technicians to achieve service goals and individual performance targets
Participate in regular team meetings, technical training, and performance reviews with the V.P. of Mechanical Service
Manage scheduling, dispatch, and workload distribution to maximize technician efficiency and customer satisfaction
Foster a positive, team-oriented culture focused on safety, quality, accountability, and growth
Create and update dispatches and job information within the Foundation platform
Schedule service technicians based on priority, technician skillset, location, and customer needs
Communicate job details clearly to technicians, ensuring they are prepared with all necessary information, materials, and instructions
Work with service technicians to create vendor purchase orders and assist in the procurement of materials and coordination of deliveries
Verify accuracy and completeness of vendor purchase orders to ensure A/P invoices can be entered and posted timely
Track, manage and maintain Field Technician dispatch boards to ensure monitoring and timely closure and billings
Assist technicians with completed work and/or dispatch write-ups to provide detailed description of the work performed
Upon completion of the dispatch compare the quoted or proposed billed amount to the posted job cost to verify all costs have been captured and no additional changes are required
Actively collaborate with Service & Maintenance A/R Specialist and provide any necessary billing back-up before it is processed
Serve as the first point of contact for incoming service requests, maintenance calls, and customer inquiries
Confirm service appointments with customers and follow up to ensure satisfaction after service is completed
Maintain a high level of professionalism and responsiveness in all customer communications
Provide weekly assistance with the service technicians to ensure time is entered completely and that the hours indicated on Foundation Service Mobile are accurate prior to submission for Payroll processing
Track and maintain service technician’s PTO so that workflow is not impacted with multiple absences
Help track technician certifications, continuing education, training schedules, and compliance requirements
Support onboarding of new field employees by coordinating equipment, uniforms, and access to company systems
Attend specialty or specific training classes or seminars as it relates to the proficient use of the Foundation Accounting software platform
Assist with reporting on service metrics such as call volume, response times, and job completion rates
Help identify opportunities for process improvements to increase team efficiency and customer satisfaction

Requirements

Strong understanding of accounting principles and financial regulations
Experience in Customer Service and Team Management Preferred
Excellent attention to detail
Strong organizational skills and the ability to manage multiple tasks effectively
Proficiency with Microsoft Office Systems

What we offer

Paid Time Off
401k match program
Healthcare Insurance
Enrollment into Employee Stock Ownership Program after 1 year of employment

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