Sr. National Service Manager at Service Experts in Blue Ash, Ohio

Job Description:

Location: Cincinnati, OH




Senior Service Manager - Engineering Excellence




Reports To: National Operations Manager



Status: Salary, Exempt



Category: Office



Join the team of experts and realize your true potential!




Why You Should Join the Engineering Excellence Team?



Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Join our winning team by applying today!




Position Summary: Manages account relationship with National Account clients. Troubleshoots and resolves technical HVAC questions regarding service repairs. Analyzes trends of spends and makes recommendations to clients to optimize their repair and maintenance spend, and maximize uptime for equipment. Review quotes from service providers to customers.



Key Responsibilities:

• Review and manage all repair quotes submitted by the service providers and submit to the National Accounts customer


• Conduct strategic account review meetings with clients on total cost of ownership.


• Provide technical support for the department:




• Evaluate & resolve technical issues with our network of 700 service providers


• Provide technical assistance to our customers


• Resolve billing problems of a technical nature


• Help Service Coordinators with technical problems

• Ability to review equipment historical data, PM reports and provide insight to equipment performance trends and identify needed repairs, overhaul or replacement.


• Ability to document field observations and provide reports to management on equipment evaluations, provide methods to improve comfort and efficient operation while extending equipment life.


• Provide direction for Service Coordinators and sub-contractors to ensure we exceed customer expectations, meet contracted SLAs and commitments


• Promptly address customer complaints to assure resolution and maintain long-term relationships.


• Provide technical direction and review of equipment tasking, repair proposals, and recommendations for unit repair and replacement.


• Interview/vetting and selection of new subcontractors.


• Monitor client territory coverage to ensure there are enough subcontractor coverage to meet client Service Level Agreements.


• Manages and participates in Subcontractor business reviews to ensure Client/Engineering Excellence expectations are being met


• Work closely with clients/subcontractors & clients to ensure that we are meeting all performance standards and expectations, and are viewed as a strategic partner that understands their operating needs and requirements.


• Help prepare for and participate in customer meetings.


• Acquire a comprehensive understanding of the customer base and those customers' requirements.


• Front line coverage when needed to help with assisting in client services and dispatching


• Work closely with National Operations Manager to ensure success of daily operations.


• Drive monthly, quarterly, and annual operating process and improvements.


• Maintain accurate records of the condition of equipment and other systems in the facilities.


• Create a schedule of regular evaluation of the facilities.


• Ensure compliance with all OSHA regulations and other local, state, and federal government regulations.


• Manages vendor relationships including proposals.


• Assumes on-call rotation with other Division staff.


• Monitors and reviews all service call/PM activity daily, weekly, monthly


• Required travel approximately up to 25%.


• Other duties as assigned.

Qualifications:

• Minimum of 10 years proven field experience in commercial HVAC


• Minimum of 5 years as an HVAC service manager or adequate field supervisory experience.


• Ability to multi-task and prioritize work responsibilities.


• Ability to work independently and to instruct others.


• Industry specific knowledge of various components associated with HVAC service field.


• Working knowledge of the techniques, methods, tools, & safety precautions of the HVAC trade.


• Must possess excellent interpersonal and organizational skills; able to maintain and protect confidential information.


• Must be proficient with computers - including but not limited to Microsoft Word and Excel.


• Must communicate effectively verbally and in writing with customers and service technicians.

• HVAC technical experience-prior commercial field service experience preferred


• Strong communication and relationship building skills


• Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.


• Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.


• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.


• Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.


• Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.

What Do We Offer You as an Engineering Excellence Employee?



Engineering Excellence offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as an Engineering Excellence valued employee.

• Competitive Pay, including incentive opportunities for many positions


• Paid Time Off and Company Holiday Pay


• Medical/Dental/Vision Insurance programs


• 401(k) Retirement Savings Plan with company matching contributions


• Life Insurance, for you and options you can elect for your family


• Company paid short-term disability insurance


• Additional short-term and Long-term disability insurance options, that protects you and your family if you are unable to work


• Supplemental benefit programs such as: Legal advice, pet insurance, health advocacy programs


• Training opportunities through our Experts University


• Career Development opportunities

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