ATCO: Service Manager
Purpose
Under the direction of management, the Service Manager is responsible for building and maintaining the service business in the geographic market covered by ATCO, a division of Exigent Services. This role drives market share growth across all segments while ensuring high levels of customer and employee satisfaction.
This person will be a key member of management interacting with construction (startup, warranty, project conversion to PMAs), finance, project managers, etc. The key priorities will be Technician recruitment, effective and high quality delivery of services, development (training) and management of technicians.
Reports to: General Manager
Position Type: Full-Time, Exempt
Key Responsibilities
Business Operations
- Execute department business plans focusing on maintenance agreements, time-and-material work, and overhead accounts.
- Oversee maintenance agreements to ensure timely service delivery, revenue optimization, and exceptional customer communication to retain accounts.
- Manage time-and-material revenue and margin performance by optimizing labor dispatch, tracking quotations, and ensuring timely work completion and invoicing.
- Monitor and control overhead accounts, minimizing non-billable time and aligning with industry standards.
Customer and Account Management
- Lead customer account management efforts to maintain and grow service agreements, identifying opportunities for improvement and upselling.
- Collaborate with construction and special projects teams to transition completed projects into potential maintenance opportunities.
- Monitor customer satisfaction and implement service recovery plans to address any concerns promptly.
Team Leadership and Development
- Oversee service coordinators, field technicians, and support staff to deliver high-quality service.
- Conduct performance reviews, provide coaching and feedback, and develop annual training plans for technical and support staff.
- Foster a collaborative and energized team environment that prioritizes customer-focused service delivery.
Safety and Compliance
- Enforce company safety policies, including truck and site inspections, incident reporting, and regular safety training.
- Ensure compliance with local, state, and federal regulations, promoting a culture of integrity and ethical behavior.
Project Management
- Manage larger service projects, including estimates, budgets, and variances.
- Assist in troubleshooting complex HVAC needs and oversee field execution to meet quality standards.
Administrative Oversight
- Ensure accuracy in payroll submissions, purchase orders, work orders, and invoicing.
- Utilize data-driven decision-making to improve processes and solve operational challenges.
Qualifications
Education and Experience
- Bachelor's degree in architecture, construction science, or a related field with an emphasis on service maintenance and HVAC, or 10+ years of experience managing service maintenance for multiple facilities.
- Strong knowledge of building design, HVAC systems, estimating, and procurement processes.
- Proven experience supervising and mentoring direct staff.
The ideal candidate will have:
Knowledge of the HVAC business, leadership experience, good communication skills, technical aptitude. Ability to lead an effective team, communicate internally and externally (customers), some technical understanding of the HVAC business.
Skills and Competencies
- Leadership: Proven ability to inspire, motivate, and guide teams to achieve goals.
- Business Acumen: Understands market dynamics, profitability, and strategic alignment.
- Change Management: Effectively implements and communicates change, overcoming resistance.
- Technical Proficiency: Skilled in MS Office Suite (Word, Excel, PowerPoint, Project), with knowledge of construction documents and specifications.
- Analytical Thinking: Strong problem-solving and decision-making skills with the ability to interpret technical instructions and manage complex variables.
Physical and Travel Requirements
- Up to 25% travel, including occasional statewide trips.
- Ability to lift up to 30 lbs., with regular standing, sitting, climbing, and exposure to construction sites.
Salary Range: $100-$120k depending on experience with an incentive tied to service performance (PMA retention, Revenue and GM targets, PMA % increases, etc.)
Why Join Us?
As a Service Manager at ATCO, you'll play a pivotal role in shaping our service operations, driving customer satisfaction, and leading a team committed to excellence. This is an opportunity to bring your expertise in HVAC service management and leadership to a growing, dynamic organization.
Apply now to make a difference in a role where your leadership and technical skills will thrive!