Position Title: Service Manager 

Reports To: General Manager 

Status: Full-time, Regular position

Category:  HVAC

Location Name: Pine State Services

Location Address: 3 Eisenhower Dr, Westbrook, ME 04092

Why You Should Join the Service Experts Team? 

Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Join us and become an EXPERT! 

Position Summary:

Responsible for overseeing all service operations, including team leadership, financial performance, and operational excellence. This role requires a dynamic leader who can manage complex projects while driving profitability and maintaining high standards of safety and quality.

Key Responsibilities:

• Lead and develop a team of 25+ technicians, coordinators, supervisors, and support staff
• Own P&L responsibility for install operations
• Monitor budgets and KPIs, ensure adherence to financial targets
• Resolve billing problems of a technical nature  
• Collect, correct and submit timesheets; Timestamp all tickets in Service Titan
• Verify all jobs have had permits pulled and file all permits accordingly
• Work with 3rd party vendors and coordinate with customers to ensure any damages incurred during install are handled to the customers satisfaction
• Be available by phone during evening and weekends to ensure all operations are running smoothly
• Monitor equipment and parts purchasing within department to ensure accuracy of department budgets
• Participate in new hire interviews to ensure proper staffing
• Conducts quality-control review of assessments of completed work performed to ensure work is performed in accordance with company practices and processes, expected workmanship, and efficiency and effectiveness
• Trains employees on company processes and procedures, and safety rules and practices
• Responsible for delivery of excellent customer service and sustaining high levels of customer satisfaction
• Ensures company property, vehicles, and tools are being used, maintained and properly accounted for
• Represent the company professionally, honestly, and ethically in all business matters and activities
• Ensures that the company vehicles are properly stocked, that defective warranty parts are returned to the Branch and that vehicle standard stock is ordered/replenished as needed. As needed, completes material requisition forms and other related administrative activities
• Demonstrates leadership to the field staff in the areas of customer focus and customer service, following company policies, procedures, and safety guidelines
• Conducts regular meetings with technicians and helpers on such matters as reviewing past performance and areas of concern; conducting training on lead generation; customer service, and company products and services; reinforcing safety rules and practices, and current and future goals and objectives.
• As needed to meet customer needs, performs service, maintenance, and installation work.
• Performs similar/other duties as needed or assigned.

Desired Skills and Qualifications:

• Management/Leadership experience required
• High school diploma or GED with additional training in HVAC with NATE certification preferred.
• Five years’ experience servicing or installing residential heating, air conditioning, and ventilation equipment.
• Must possess all valid licensing or certification as required by federal, state, provincial, or local governmental laws or regulations for the geographical work area.
• Demonstrated basic leadership skills.
• Demonstrated ability to train others in technical skills and effective customer service.
• Effective communication skills to communicate with customer and resolve customer issues, complaints, or concerns.
• Effective and efficient time-management and organizational skills.
• Advanced skills in servicing residential heating, air conditioning, and ventilation equipment as well as related accessories.
• Proficient mechanical aptitude and the ability to operate all necessary tools and equipment.
• Proficient and able to operate all necessary tools and equipment to perform various service projects.
• Proficient at reading wiring diagrams and blueprints as well as troubleshoot problems with electrical, refrigerant, and duct systems on residential HVAC equipment.
• Proficient and able to properly start up and balance airflow and to properly align belts and pulleys on all residential systems with no supervision.
• Proficient and able to install a basic duct fitting.
• Advance skills in troubleshooting and repairing electronic air cleaners, refrigeration systems, hot water systems, steam boiler systems, humidifiers, and related equipment with no supervision.
• Ability to calculate heat gain and loss on residential buildings using approved methods.
• Valid driver’s license with acceptable driving record.
• Available to work flexible hours and on-call shifts as needed.
• Ability to stand and walk and to climb ladders and attic stairs and to maneuver in attics, basements, and crawl spaces to access HVAC units. Ability to continually climb, balance, stoop, kneel, crouch, and/or crawl.
• Natural or corrected vision to see and focus for close, distance, peripheral vision with normal depth perception.
• Ability to lift up to 75 pounds and ability to lift and carry items weighing up to 50 pounds.

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. Following is a summary of the many benefits that could be available to you as a Service Experts valued employee. 

• Competitive Pay, including incentive opportunities for many positions 
• Paid Time Off and Company Holiday Pay  
• Medical /Dental /Vision Insurance programs 
• 401(k) Retirement Savings Plan with company matching contributions 
• Life Insurance, for you and options you can elect for your family 
• Short-term and Long-term disability insurance options, that protects you and your family if you are unable to work 
• Supplemental benefit programs such as:  Legal advice, pet insurance, health advocacy programs 
• World Class Training opportunities through our Experts University 
• Career Development opportunities