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General Manager of Service

Company: EMCOR Group Inc.
Location: Rochester
Posted on: February 22, 2021

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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