Commercial HVAC Service Coordinator
2 weeks ago
Startec Refrigeration Service is focused on solving your field refrigeration and HVAC challenges and is one of the most trusted and respected names in commercial and industrial refrigeration, and HVAC system installation and maintenance. We service cold storage, meat packing, food processing, and recreational ice facilities throughout Western Canada. Startec Refrigeration Service is currently recruiting a Service Manager to work at our Calgary, Alberta location (9423 Shepard Rd SE, Calgary, AB, T2C 4R6) . The Service Manager will play a pivotal role in ensuring the seamless delivery of high-quality service to Startec’s customers. Reporting to the President, the Service Manager’s role involves leading a team of Refrigeration Mechanics and Leads, Coordinators, and Administrators to coordinate operational activities, drive business growth, and ensure customer satisfaction to achieve financial targets. KEY PERFORMANCE INDICATORS (KPI):
Provide day-to-day leadership and direction to journeyman and apprentice mechanics, the service coordinator, and the office administrators.
Manage Startec's financial performance and operational profitability by analyzing financial statements and performance indicators. Implement strategies to enhance service quality and customer satisfaction.
Works with the executive and management team to ensure efficient allocation of resources in their jurisdiction.
Participate in job turnover meetings with the Service Coordinator and the mechanics before the job starts when required.
Oversee vehicle fleet maintenance, expenses and offer recommendations for acquisitions.
Invoicing and Billing Management
Oversee the end-to-end invoicing and billing processes, ensuring accuracy, timeliness, and adherence to company policies and procedures.
Develop and implement standardized invoicing and billing practices to streamline operations.
Efficiently investigate and resolve billing discrepancies and customer inquiries while collaborating with cross-functional departments, including sales, customer service, and finance, to address and resolve billing-related issues.
Implement corrective measures and process improvements to prevent future billing discrepancies.
Reporting & Analysis
Prepare and submit regular service performance reports to senior management, highlighting key metrics and achievements.
Analyze service data for trends and improvement opportunities, offering insights to enhance operations and elevate customer satisfaction.
Financial/progress reporting to the executive team
CUSTOMER SERVICE & EXPERIENCE ( Weighting 30%)
Collaborate with our Sales teams to secure contracts and build positive relationships with companies and individuals within defined limits.
Complete feedback surveys from clients; review trends and report findings to the executive team
Management of customer service experience by establishing, implementing, and maintaining company rules, procedures, or standards as required to support professionalism and excellence.
Address customer complaints and issues, maintaining accurate records of discussions and correspondence.
Investigate customer complaints and make recommendations to management for issuing refunds or compensation to customers.
Foster strong customer relationships and identify opportunities for service expansion and revenue growth.
PEOPLE & CULTURE MANAGEMENT (Weighting 20%)
Guide the coordinator and field technicians to utilize non-billable hours in the most beneficial way possible for the organization.
Performance Management
Regularly assess the performance of Service technicians, coordinators, and administrative staff based on predetermined goals and KPIs.
Follow recognition programs to acknowledge/reward outstanding performance and achievements within the team.
Identify underperforming team members and develop performance improvement plans (PIPs) to address performance gaps.
Facilitate coaching and development for Startec employees and establish systems to monitor and provide feedback on employee performance.
COMPLIANCE & INTERNAL CONTROLS (Weighting 10%)
Maintain and monitor internal operational control mechanisms to minimize financial and operational risks.
Ensures adherence to facilities and building regulations.
Oversees the interpretation and application of internal administrative policies and procedures, serving as a mediator as needed or escalating matters to the Executive team.
Technical Leadership
Provide technical expertise and guidance to service teams, ensuring alignment with industry best practices.
Technical bachelor’s degree or indentureship related to the organization (e.g. Refrigeration Mechanic, Mechanical P. Red Seal Journeyman Refrigeration Mechanic with ammonia refrigeration experience is preferred, or equivalent such as a Millwright ticket.
A minimum of 3 - 5 years of sales experience is considered an asset.
Proven experience in a managerial role, preferably with regional or multi-site responsibilities
Strong leadership and team management skills
We offer competitive wages, training, flexible, dynamic, and exciting work environment.
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