Service Manager, Phoenix, AZ

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow on Carrier social media at @Carrier.

About This Role

Supervises a team of entry to intermediate level Field Service professionals or supervisors of Field Service Technicians. Manages day-to-day priorities in solving client issues received by the team. Optimizes manpower and resources, responds to complaints of customers, and escalates key issues to senior management.

Key Responsibilities

• Champion Service & Optimization guidelines and best practices across the team.
• Drive continuous improvement in KPI performance and field operations by identifying actions, completing tasks assigned in DMBs, and escalating blockers quickly.
• Lead your team's participation in daily DMB meetings, coming prepared to discuss KPI progress and action plans for underperforming metrics.
• Own environmental, health, and safety compliance for the service team, and train every employee to work safely and productively in the shop and on customer sites.
• Review work orders and time reports for accuracy to keep billing clean and accounts receivable on track.
• Resolve warranty issues, product recalls, operational problems, premature failures, and other equipment concerns on products we sell and service.
• Keep communication flowing within the team so technicians are scheduled and dispatched by skill level, efficiency, and training needs.
• Recruit, interview, hire, and develop technicians to meet workload demands and company and customer expectations.
• Meet with customers in your territory to strengthen satisfaction and retention and uncover new service opportunities.
• Lead and direct field technicians in equipment repair, maintenance, start-up, operation, and related work to deliver an outstanding customer experience.
• Forecast, monitor, and report financial performance against plan.
• Coordinate, prioritize, and resolve issues for a skilled, experienced technical team.
• Guide a seasoned team toward established programs and objectives.
• Build lasting customer relationships through regular contact and feedback.
• Respond to key customer concerns and lead satisfaction investigations that produce clear improvement plans.

Required Qualifications

• High School Diploma or GED.
• 3+ years of experience working in the Commercial HVAC industry.
• 3+ years of experience managing or leading a team of technicians.
• Capable of climbing ladders or using other lift equipment over 8 feet above grade and capable of lifting items up to 50lbs.
• Valid and current Driver’s License and can be insurable by the company’s insurance.

Preferred Qualifications

• Bachelor's degree in Business Management or Engineering.
• Experience growing a service agreement base and planned maintenance programs.
• Working knowledge of commercial HVAC systems.
• Technical aptitude, knowledge of local building codes, and the resourcefulness to develop solutions with the tools at hand.
• Strong computer skills, including MS Word, Excel, and Outlook, and the ability to navigate Salesforce.com, ServiceMax, ERP, and other business applications.

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