Residential Service Manager

Job Description

Job Description

Residential Service Manager

Location : Macomb County, MI

Are you looking for fantastic income growth? A job with a team that truly values you and your skill? Great job stability?

If so, look no further, this is the company for you!

As the Residential Service Manager (RSM), you will be leading and coaching a team of field technicians under your supervision.

Your primary responsibilities include developing technician growth plans in technical aptitude and customer service, as well as achieving established goals.

You will be responsible for ensuring policies and procedures are followed to meet company profit objectives and directives.

Additionally, you will be responsible for maintaining coordination between the office and the field. Success in this position requires a strong ability to work as part of a team, think creatively and critically, and genuinely embody our Core Values of a hard work ethic, strong values, vision, teamwork, communication, positivity, and logical thinking.

What We Offer :

• Competitive pay - $85K - $100K annually
• Year-round work
• Company paid Medical, Dental and Vision Insurance up to $1,500 per month
• 401(k) participation
• Paid holidays
• PTO one week vacation upfront
• Positive and professional team atmosphere

Responsibilities :

• Day to day operations of Residential Service Department Self-starter, reliable, flexibility with hours (6 : 45am to completion of last scheduled call)
• Strong customer service and leadership skills
• Ability to manage difficult or emotional customer situations, communicating with the appropriate manager for resolution
• Ability to solve practical problems and deal with variables in situations where only limited standardization exists.
• Excellent interpersonal communication skills on a professional and technical level
• Telephone etiquette and working knowledge of email systems
• Ability to develop tools that create efficiencies within department

Expectations :

• Always Maintaining proper uniform and truck appearance- set the example.
• Be available within 15 minutes by phone at all times, other than scheduled vacations or holidays.
• Maintaining a weekly revenue at or above goal.
• Debrief each technician daily. This is a coaching opportunity.
• Immediately respond to customer complaints or concerns, handling the issue the same day.
• Ensure technicians have proper inventory stocked in trucks
• Coordinate equipment needs for jobs
• Handling technician or customer concerns, elevating to VP, Service Division when needed
• Facilitate Skills Practice training with technicians and Apprentices
• Conduct ride a longs with technicians and provide feedback
• Ensure all repairs and installs are completed to the highest quality standards, facilitating documented job check-ins for technical assistance and quality control
• Ensure all permits are obtained and inspections completed with the Permit Coordinator
• Assist technicians with issues while in the field
• Facilitate morning meetings with technicians, setting the tone for a positive and motivated day
• Ensure all team members comply with OSHA safety standards.
• Ensure emergency calls are properly handled by the On Call Technician
• Provide feedback to VP, regarding market trends, revenue opportunities, customer issues, and all issues relevant to the business
• Manage and stay within departmental budget with assistance from VP, Service Division
• Achieve budgeted gross margin
• Meet or exceed department KPI goals
• Perform field technician performance reviews, reviewing debriefs, and invoicing.
• Address disciplinary and / or performance problems according to company policy and maintain written documentation of any / all incidences.
• Ensure team members are fully informed of all new information related to products, procedures, customer needs, and company-related issues, changes, or actions.

We are an equal opportunity employer

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