Service Manager

Job Description

If you're just looking for another job, one that will buy you some time until you find a place to begin your career, stop reading this right now. We aren't looking for someone who wants just another job.

Are you excited about a new opportunity where you can build your career in an environment where you identify with a group of like-minded people?

Are you ready to establish yourself as an authority and work with independence and freedom?

Do you want to accomplish more and create results in a predictable environment?

If you answered yes to these questions, Forrest Anderson Plumbing Air Conditioning, Inc. could be hiring you as their next Service Manager. Read on as we'd love for you to consider us.

Are you the right fit?

The ideal candidate will have the following traits:

• Love to serve - we don't say "no" to our clients or our employees. In fact, it's our goal to say, "yes" to every request, whether that's quoting a project, taking a rush job, or helping a customer understand a problem. If we don't accommodate our customer's and employee's request, then they won't be with us for long.
• Pay attention to details - we work in an industry where people get hurt if we're not careful. It's critical you have a detailed eye and can identify and correct anything out of the ordinary. It's not unusual for our technicians to need help succeeding in their career. A commitment to our employee's future is critical. And it's the attention to the small things that will have a significant impact.
• Think outside the box - a certain level of creativity is needed to excel at Forrest Anderson. You should enjoy unusual assignments and understand that we must be creative in how we serve our team and our customers - or they'll find someone who will.
• Want to be a part of something great - You are not a number, and we won't treat you like one. There are no unrealistic goals or ridiculous penalties. We're all working together to be a part of a great company that takes care of our employees, their families, and our customers.
• Likes to speak with customers - you'll never know what a customer needs unless you talk to them. You must be polite, answer any questions a customer has, and be willing to ask the customer questions too. Speaking with our customers is something that excites you. You understand it makes you a better leader when you know our customers better.

What will you do?

As the Service Manager, you'll be responsible for leading our team of service technicians by creating a remarkable employee experience. You'll also maintain margins on service work and support the technicians in delivering an exceptional customer experience. But you also do so much more:

• Keep Employee Morale High - It's critical to the success of Forrest Anderson that we keep our service technicians connected to the entire company. The technician's job is typically done in solitude with many hours away from the rest of the team. The Service Manager is responsible for keeping our technicians engaged and connected to the team and keeping them motivated while on the job.
• Maintain Margins on Service Work - Many things affect our ability to remain profitable for the service work including call back percentage, job completion time, customer satisfaction, and effective routing. This isn't a complete list but the focus is to protect our margins while delivering on the promise we make to our customer.
• Deliver on the Customer Experience - Our customers have a set expectation for how we show up and complete the work we do. It's the responsibility of the Service Manager to communicate the system so the technicians learn it and are able to deliver on it.
• Develop Service Technicians to Upsell and Cross Sell Services - Our technicians aren't salespeople. While some may be more comfortable with selling than others, it's the responsibility of the Service Manager to communicate efficiently, train, and develop the technicians to be capable of upselling (technology, upgrades, installs) and cross-selling services (HVAC to Plumbing).
• Create Manage the Employee Experience for the Service Team - The right people are our most valuable asset. It's what separates Forrest Anderson from the rest of the service companies in the Valley. We make a promise to our employees every single day, and it's critical the Service Manager maintains this promise. The experience must evolve to align with the changing marketplace and our team's needs.
• Equip the Service Team for Success - Each team member must define their success. It's the responsibility of the Service Manager to work on a success plan with each team member and to hold them accountable for achieving success. This may include training, coaching, mentoring, shadowing, or even being flexible in work arrangements.

What are the qualifications and required experience?

At this time, we're only looking for an experienced Service Manager. This means you have 3-4 years managing a growing team of frontline technicians. You also need to have the following experience:

• Leading people. As a management team, our job is to point the team in a direction that aligns with the company's goals and objectives.
• Analyzing data and improving processes for a service business. We're a small team of 20+ people. We may not always have the best processes in place. We need to know you have experience analyzing a situation and finding ways to improve on what we're already doing.
• Developing processes from the perspective of the customer. Being a small business, we have freedom from a corporate structure. However, we still need processes to make sure we deliver on our promise every time. Our processes exist to provide a remarkable experience for our customers and our team. Experience understanding the needs of the customer and developing a process to serve them is critical in this role.
• Inside sales. Not all customers know what they need when they call or are ready to decide on a solution. Your experience in closing customers over the phone keeps our technicians working and the company growing.
• Lead, and retain a team. The right people are our greatest asset. Helping them achieve helps us all achieve more. We believe people don't leave jobs; they leave management. If you know how to retain the right people for a growing team, you may just be an excellent fit for us.
• Training team members for career advancement. We believe we need to train and equip our team for the future. We develop a training program for every new employee, customized to their needs.

What do you get?

Besides a place to call home and build your career, we offer the following benefits to all team members.

• Money. In fact, we reward excellent performance with excellent pay.
• Health, dental, and vision insurance
• 401k program available
• Paid time off

Well, are you interested?

If you made it this far, it's likely you're a good fit for us. We'd love to know more about you.

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