Role Responsibilities
* Communicate with customers to collect feedback on performance and maintain positive working relationships.
* Address customer complaints and conduct satisfaction investigations to develop improvement plans.
* Gather insights into customers' portfolios, activities, and current and future needs.
* Contract Renewals and Quotations
* Handle the process of contract renewals and prepare simple repair quotations as required.
* Lead Generation and Demand Creation
* Identify potential opportunities through the existing client base to generate new leads for the sales support team.
* Drive demand-creation strategies through existing customer base to promote service and other cross- functional offerings.
* Work closely with the sales team to support sales lead conversions.
* Provide technical expertise and support during the sales process.
* Drive EH&S initiatives and ensure team compliance with established safety standards.
* Report any employee or workplace EH&S incident to the line manager and National EHS & Q manager.
* Adoption of Tools and KPI Monitoring
* Adopts and effectively uses relevant tools (e.g.S200, Retriever, SalesForce, ServiceMax, SAP, etc.) in daily operations.
* Monitor and achieve key performance indicators (KPIs) such as productivity, revenue, contract margins, and PM completion%.
Role Purpose
* The Service Manager oversees and manages all aspects of the service delivery process, including contract delivery, contract renewals, account receivable management, team coordination, and customer relationship management. This role involves leading a team of service technicians and subcontractors, optimising resources, ensuring financial performance meets targets, and driving EH&S initiatives. The Service Manager is critical in maintaining high-quality service delivery while fostering positive customer relationships.
Environmental Health and Safety
* Ensure the safety of self and others.
* Ensure compliance with company standards.
* Participate in Environmental Health and Safety activities.
* Participate in achieving Environmental Health and Safety targets for the business.
* Work harmoniously with other employees regarding their rights and company requirements.
* Maintain good ethics and professionalism that will earn the respect of customers and work colleagues.
* Ensure safety equipment is used and worn at all times.
* Follow safe operating procedures at all times.
* Participate in the local 'Crisis Management System'.
* Report safety incidents immediately.
* Participate in special teams and working groups.
Minimum Requirements
* Possess in-depth technical knowledge and qualifications in HVAC and/or refrigeration disciplines, ensuring the ability to understand and address service-related challenges effectively.
* Demonstrated ability to manage and lead teams, fostering a collaborative and positive work environment to achieve common goals.
* Exhibit a proactive and resourceful approach to problem-solving, showing the ability to take initiative and find innovative solutions.
* Goal-driven with a keen eye for detail, ensuring high-quality service delivery and achieving desired outcomes.
* Able to communicate clearly and concisely with team members, customers, and stakeholders, fostering positive relationships and effective collaboration.
* Possess strong organisational abilities, enabling efficient management of tasks, resources, and time.
* Proven success in handling multiple and diverse tasks within a dynamic and adaptable work environment.
* Maintain a strong focus on customer satisfaction while achieving individual sales and margin targets.
* Familiarity with service processes and experience using Enterprise Resource Planning (ERP) software to streamline operations and enhance efficiency.
* Ability to analyse data and information effectively, enabling informed decision-making and continuous process improvement.
* Demonstrated proficiency in using various computer applications and software relevant to the HVAC service management role.
* Experience in managing accounts or driving business development within the HVAC service industry, showcasing the ability to build and maintain strong customer relationships. Demonstrates strong leadership skills, guiding and inspiring the team to achieve shared goals.
* Adheres to disciplined approaches and follows established processes to ensure efficiency and consistency.
* Drives the team to achieve exceptional levels of productivity and performance.
* Possesses the ability to bounce back from challenges and maintain composure during difficult situations.
* Earns trust through reliability, honesty, and consistent actions.
* Upholds high ethical standards and maintains a professional demeanor in all interactions.
* Demonstrates strong organisational skills, effectively managing tasks and resources.
* Applies logical thinking and foresight to make informed decisions and plan for the future.
* Remains composed and level-headed in high-pressure situations.
* Shows genuine concern and empathy towards others, fostering a supportive and positive environment.
Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
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