What you will do

Under general direction, manages a truck based service business, grows the labor and material business, and delivers customer satisfaction plans, including revenue, gross margin and service asset management. Deploys and maintains standardized tools, systems and support for the assigned Service Teams. Manages the resources to maximize customer satisfaction and improve productivity and profitability. Effectively recruits, develops and retains employees.  Ensures overall operational excellence and service growth. Responsible for Service customer account leadership, including Labor and Material growth and execution of the Service business, for the team’s customer base. Drives profitability and productivity of the team. Manages customer relationship development and satisfaction. Responsible for employee development and retention. Responsible for safety program compliance. 

How you will do it

• Manages and leads the efforts of the Service truck based business by driving profitable growth through effective management of assigned assets (people, financial and material).

• Manages assigned assets in a manner that meets or exceeds profitability goals.

• Working closely with the General Manager, develops strategic operating plans for the assigned Service Business that aligns with Service Sales Agreements goals and visions. 

• This includes participating on strategic Account Plans, annual financial and operating plans, revenue and margin forecasts.

• Leads efforts to identify, secure and retain service customers by actively networking with community business, governmental and professional leadership; establishing relationships that enhance the local reputation of Johnson Controls and the branch, ensuring referrals and proposal requests.

• Builds an environment that energizes team members to provide high quality, cost efficient, customer-directed service and exceed performance targets.

• Recommends and supports staffing requirements for the assigned Service business. Serves as a communication channel to share the best practice strategies and results that will enable growth.

• Audits the effectiveness of service operations and makes changes to improve performance.

• Ensures that contractual obligations are completed and customer satisfaction is achieved.

• Drives operational review meetings, reviewing proposals and estimates for accuracy.

• Coaches on appropriate levels of operating and overhead expenses incurred in service operations.

• Leverages service operations activities and functions across assigned territories. 

• Ensures that tools and processes are executed according to established standards to achieve customer satisfaction at the most effective cost.

• Together with the Sales, manages the appropriate assignment of customer accounts between service operations and the salesforce.   

• Analyzes operations processes and provide recommendations for improvements as well as identifying potential customers markets.

• Implements required changes on pricing and gross margins.

• Executes other managerial responsibilities, i.e., recruiting, hires, retains, conducts performance reviews and prepares and delivers clear performance expectations, performance reviews and development plans for direct reports teaming with the appropriate matrix functional manager. Ensures a consistent level of coaching, which includes: monthly ‘one-on-one(s)’, operational and financial reviews.

What we look for 

Required

• Technical school, college or equivalent work experience

• Eight years of experience in the HVAC/Service industry 

• Five years of direct management experience leading large diverse teams

• Previous experience in a customer facing position, sales or account management

• Excellent communication skills written and verbal

• Platform skills

• Ability to be on the road 50% of the time, mainly day travel

Preferred

• Bachelor’s degree in Engineering or Business 

• Ten plus years of HVAC/Service industry experience leading large diverse teams

• Eight years of direct management experience