General Manager of Service
Company: EMCOR Group Inc.
Location: Rochester
Posted on: February 22, 2021
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Job Description:
The General Manager of Service leads staff members to coordinate
and perform the repair and maintenance of HVAC&R systems in
industrial, institutional and commercial buildings. This manager
routinely oversees the division and works directly with operations
and service technicians to continuously improve the overall
performance of the department. Presenting themselves as a senior
company representative, the General Manager of Service often
communicates directly with internal sales, technicians, customers,
vendors and suppliers to ensure excellence in execution of tasks
and job duties.
General Duties: o Oversee service department budget and staffing
requirements o Mentor and coach your team to ensure a high level of
performance for the entire division. o Plan manpower needs and lead
the hiring/layoff/recruiting needs of the division. --- Ensure
compliance with National Agreement and local CBA's --- Work closely
with shop steward to address any issues/concerns o Work with field
supervisors to ensure proper training of employees under your
management; appraise performance; reward and discipline employees;
addressing complaints and resolve problems. o Support account
managers with commercial service contract sales and technical
questions and issues that may arise. o Develop and Implement
processes and procedures that promote continuous improvement with
the department o Ensure proper communications throughout the
service department. o Participate in weekly staff meetings to
understand backlog and project work requiring service support. o
Notify management team immediately of any significant problems that
need assistance to resolve. o Enforce corporate policy on safety,
work ethics and time constraints Manage field supervisors and
commercial service technicians o Mobile and on-site technicians
located in Rochester, CNY and WNY locations o Review
self-assessments and work with field leaders to understand and
address training needs, performance issues, and employee concerns.
o Review work generated/found by service technicians - coach and
mentor them to ensure clients equipment/facilities are properly
maintained. o Visits technicians at client locations to review
performance and opportunities.
Manage the operations team (Operations Manager, dispatchers, and
contract administrators) o Work closely with the Operations team
to: --- Ensure service calls, PM's and projects are properly
scheduled, performed and billed timely upon completion. Verify that
materials stored are being installed timely. --- Ensure technicians
are charging their billable time, drive time, non-productive time,
materials, and fees appropriately. --- Coordinate the office
on-call program rotation and participates in the office on-call
rotation. --- Review start-up reports (equipment and compressor
replacements) to ensure they are correct/accurate. Notify contract
administrator when equipment updates/additions are required. o
Oversee the renewal all service contracts (work with contract
administration, account managers, operations and technicians to
ensure you are aware of contract profitability, pull-through
opportunities, and issues with each client and how that should
affect the renewal process).
o Verifies mechanical systems in facilities Betlem occupies are
properly maintained. o Applies for market recovery as available
from organized labor.
Customer Service: o Address all client complaints/issues (keep
account managers abreast of the situations and solutions). Involve
account managers when issues are of a design nature or recent
project issues. o Mentor technicians to ensure high level of
customer satisfaction o Work to resolve questions, concerns, or
disputes regarding invoices, and assist in the collection of any
monies due on service work. o Work closely with your staff to
ensure client satisfaction and retention. o Periodically visits
(virtual and/or on-site) with clients to ensure satisfaction.
Secondary Responsibilities: o Ensuring the service fleet, service
equipment, and tools are adequate for current staffing and backlog.
o Fleet management (work with the Safety Director to ensure fleet
is taken care of) o Tool ordering, admin, supporting shared tool
needs (work with Construction Group and Tool Manager). o Assist
account managers with sales opportunities and provide quotes for
service repairs/projects as requested. o Five years HVAC Management
related experience; or an equivalent combination of education and
experience. Business education or experience a plus. o Some
post-high school education from college, trade school or military o
Exhibit an in-depth knowledge and understanding of
commercial/industrial HVAC and refrigeration systems o Has OSHA 30,
EPA Certification, etc. o Has the ability to read, interpret,
utilize and train on manuals, schematics and control circuits
related to HVAC and refrigeration systems o Excellent leadership
skills to enhance team productivity and standards of work produced
o Excellent verbal and written communication skills; and strong
conflict management skills o Experience in P&L responsibility
and understanding of financial statements. o Detail oriented and
highly organized with the ability to handle multiple tasks and
assignments o Good computer skills: knowledge of and proficiency in
MS Word, Excel, Outlook and general software navigation (COINS a
plus) o Possess a strong personal desire for improvement; and the
desire to motivate HVAC technicians We offer our employees a
competitive salary and comprehensive benefits package and are
always looking for individuals with the talent and skills required
to contribute to our continued growth and success. Equal
Opportunity Employer/Veterans/Disabled
Keywords: EMCOR Group Inc., Rochester , General Manager of Service, Executive , Rochester, New York
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