Manager, Field Operations

Welcome!

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Manages account relationship with National Account clients. Analyzes trends of spends and makes recommendations to clients to optimize their repair and maintenance spend, and maximize uptime for equipment. Review quotes from service providers to customers.

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Key Responsibilities:

• Conduct strategic account review meetings with clients on total cost of ownership.

• Provide direction for CSR’s and sub-contractors to ensure we exceed customer expectations, meet contracted SLAs and commitments
• Promptly address customer complaints to assure resolution and maintain long-term relationships. 
• Provide technical direction and review of equipment tasking, repair proposals, and recommendations for unit repair and replacement.
• Interview/vetting and selection of new subcontractors.
• Monitor client territory coverage to ensure there are enough subcontractor coverage to meet client Service Level Agreements.
• Manages and participates in Subcontractor business reviews to ensure Client/Engineering Excellence expectations are being met
• Work closely with clients/subcontractors & clients to ensure that we are meeting all performance standards and expectations, and are viewed as a strategic partner that understands their operating needs and requirements.
• Help prepare for and participate in customer meetings.
• Acquire a comprehensive understanding of the customer base and those customers’ requirements.
• Front line coverage when needed to help with assisting in client services and dispatching
• Work closely with National Operations Manager to ensure success of daily operations.
• Maintain accurate records of the condition of equipment and other systems in the facilities.
• Create a schedule of regular evaluation of the facilities.
• Manages vendor relationships including proposals.
• Assumes on-call rotation with other Division staff.
• Monitors and reviews all service call/PM activity daily, weekly, monthly
• Required travel approximately up to 10%.
• Other duties as assigned.

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Qualifications:

• Minimum of 5 years as an HVAC experience.
• Ability to multi-task and prioritize work responsibilities.
• Ability to work independently and to instruct others.
• Must possess excellent interpersonal and organizational skills; able to maintain and protect confidential information.
• Must be proficient with computers – including but not limited to Microsoft Word and Excel.
• Must communicate effectively verbally and in writing with customers and service technicians.

• Strong communication and relationship building skills

What Do We Offer You as a Service Experts Employee? Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs, including:

• Competitive Pay with incentive opportunities
• Paid Time Off and Company Holiday Pay
• Medical, Dental, and Vision Insurance programs
• 401(k) Retirement Savings Plan with company matching contributions
• Life Insurance and disability insurance options
• Supplemental benefit programs
• World Class Training opportunities through our Experts University
• Career Development opportunities

 Annual Compensation Range: $91,000.00 - $113,000.00

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Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email talentacquisition@serviceexperts.com