HVAC/R Service Manager
hace 8 días
Tampa
Job DescriptionHVAC/R Service Manager Tampa, Florida MaintenX is a leader in providing comprehensive HVAC and refrigeration services to commercial properties, including office buildings, restaurants, retail centers, healthcare facilities, and hotels. We are looking for an experienced HVAC & Refrigeration Technician to join our team, focusing on the installation, repair, and maintenance of heating, ventilation, air conditioning, and commercial refrigeration systems. Summary of Position: The HVAC/R Service Manager is responsible for overseeing daily HVAC/R service operations with a focus on coordination workflows, administrative staff performance, customer communication, work order progression, and service quality. This position supervises HVAC/R coordinators, assistants, and administrative staff while partnering with HVAC/R Directors to support technician performance, staffing needs, training opportunities, process improvement, and department priorities. The HVAC/R Service Manager uses company software systems, customer portals, dashboards, work order records, notes, photos, quotes, and parts information to identify workflow gaps, resolve service delays, support billing readiness, manage escalations, and help ensure work is completed accurately, efficiently, and in accordance with company and customer expectations. Duties & Responsibilities: • Oversee daily HVAC/R service operations, including coordination workflows, administrative processes, customer communication, and work order progression., • Supervise HVAC/R coordinators, assistants, and administrative staff by assigning work, monitoring performance, coaching employees, supporting training, and documenting concerns as needed., • Partner with HVAC/R Directors to provide input on technician performance, service quality, staffing needs, scheduling concerns, training opportunities, and department priorities., • Monitor company software systems, work order queues, customer portals, dashboards, notes, photos, quotes, parts activity, and status updates to ensure records are accurate, complete, and current., • Identify service delays, incomplete documentation, missed updates, quote aging, parts issues, scheduling gaps, and workflow concerns; follow up with the appropriate team members to drive resolution., • Manage customer escalations and work order issues with urgency, professionalism, and clear communication, keeping HVAC/R Directors informed of significant risks or concerns., • Ensure coordination staff and field teams follow company procedures, customer-specific requirements, communication standards, and documentation expectations., • Review work orders, service notes, photos, quotes, parts needs, and customer requirements to support accurate scheduling, billing readiness, quote completion, and service closure., • Coordinate with procurement, warehouse, technicians, subcontractors, customers, and internal departments regarding HVAC/R equipment, parts, installations, replacements, and service scheduling., • Support department profitability and efficiency by monitoring work order flow, labor utilization, quote activity, billing readiness, customer expectations, and staffing needs., • Provide process guidance and training to coordination and administrative staff to improve accuracy, follow-up, customer service, system usage, documentation, and workflow consistency., • Assist HVAC/R Directors with interviewing, onboarding, team development, process improvement, reporting practices, department initiatives, and special projects., • Research and assist with resolving billing discrepancies, customer questions, work history concerns, and documentation gaps using system records, technician updates, photos, and portal information., • Approve, route, or follow up on administrative requests, time-sensitive operational items, time-off requests, timesheet matters, and other requests in accordance with company procedures and assigned authority., • Exercise initiative to anticipate operational challenges, prevent service delays, identify process gaps, recommend practical solutions, and assist management as assigned. Competencies:, • Leadership: Inspires and motivates others to perform well; provides direction, feedback, and recognition; supports accountability and team development., • Managing People: Assigns work appropriately; supports staff development; monitors performance; provides regular feedback; and promotes quality, consistency, and professionalism., • Customer Service: Responds promptly to customer needs; manages difficult situations professionally; follows through on commitments; and supports customer satisfaction., • Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information; develops practical solutions; and uses sound judgment under pressure., • Planning/Organizing: Prioritizes work effectively; manages deadlines; organizes people and tasks; and develops realistic action plans., • Communication: Communicates clearly and professionally with customers, employees, management, technicians, subcontractors, and other departments., • Cost Consciousness: Supports operational efficiency, cost control, profitability, and responsible use of company resources., • Change Management: Supports process improvement, communicates changes effectively, and helps employees adapt to updated procedures or expectations., • Dependability: Follows instructions, accepts responsibility, meets commitments, and completes work accurately and on time., • Ethics: Treats people with respect, maintains confidentiality, works with integrity, and upholds company values. Required Education & Experience:, • High school diploma or equivalent., • Five or more years of experience in HVAC/R service operations, facilities maintenance, field service coordination, logistics, or a related service environment., • Three to five years of supervisory, lead, or management experience., • Three to five years of experience working in a fast-paced customer service environment requiring heavy telephone and email interaction., • Working knowledge of commercial HVAC/R service operations, maintenance, installation, troubleshooting concepts, parts coordination, and customer service workflows., • Ability to effectively use company software and technology platforms, including work order management systems, customer portals, mobile applications, email, Microsoft Office, and reporting tools., • Ability to review work orders, update statuses, document service activity, monitor workflow, and support department reporting through company systems., • Proficient in Microsoft Office Suite and general computer applications., • Professional written and verbal communication skills., • Strong organizational, time management, and follow-up skills. Preferred Education & Experience:, • Associate’s or Bachelor’s degree in Business, Operations Management, Facilities Management, HVAC/R, or a related field., • Six or more years of related HVAC/R service, facilities maintenance, logistics, field service coordination, or operational management experience., • Prior hands-on experience as an HVAC/R technician, trade specialist, technical support resource, field service lead, or similar trade-based role., • Commercial HVAC/R experience, EPA certification, Journeyman HVAC certification, manufacturer training, or other HVAC/R trade credentials., • Experience using work order management software, customer portals, mobile applications, dispatching tools, reporting dashboards, or similar service operations platforms., • Experience managing coordinators, assistants, administrative staff, technicians, and/or subcontractor-supported service operations., • Ability to communicate in Spanish fluently is a plus. Additional Eligibility Requirements:, • Ability to work independently and as a member of various teams., • Ability to manage multiple priorities, meet deadlines, and adapt to changing operational needs., • Ability to deal effectively and respectfully with individuals at all organizational levels., • Ability to make timely and sound decisions while supporting and explaining the reasoning for those decisions., • Ability to communicate professionally with customers, employees, management, technicians, subcontractors, and other business partners., • Acute attention to detail and commitment to accurate documentation., • Ability to support after-hours operational needs, escalations, and on-call coverage as needed., • Background check, drug screen, and motor vehicle check may be required in accordance with company policy. Physical Demands:, • Continually required to talk or hear while communicating with customers, employees, vendors, and other business partners., • Frequently required to sit, stand, and walk., • Frequently required to use hands and fingers to operate a computer, phone, or other office equipment., • Occasionally may be required to visit field sites, mechanical rooms, rooftops, or customer locations., • Occasionally may be required to lift up to 20 pounds. Work Environment: This job operates primarily in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, and related business systems. The role may also require occasional visits to field locations, customer sites, warehouses, mechanical rooms, rooftops, or other service environments where exposure to operating equipment, weather conditions, and other field conditions may occur. Travel Requirements: Occasional travel may be required for training, customer visits, supervision, field support, business meetings, service escalations, and operational coverage. Location: Tampa Reports To: HVAC/R Directors FLSA Classification: Exempt Position Type: Full-Time Expected Hours of Work/Schedule: 40 hours per week, Monday through Friday, with availability as needed to support service operations, escalations, and on-call coverage. Compensation Range: $65K to $85K per year. Competitive Benefits Package Offered
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