Commercial Hot-Side Regional Service Manager
Nextech

Overview

Overview:

We are proud to be America's Largest Independent Self-Performing HVAC/R Service Provider. Over the past 30 years, our continued focus on Quality, Value, and Integrity has enabled us to create strong relationships with thousands of long-term customer partners.

As we continue to expand, our focus remains on providing a top-notch work experience for our employees. If you are a quality-oriented individual who values integrity and hard work, then we want to talk to you! With our excellent review ratings on both Indeed and Glassdoor, Nextech has become the place to be for those in the HVAC Industry. Come join our team and start moving your career forward!

Role:

Under the general guidance from the Operations Manager and VP of Operations, the Food Service Equipment (FSE) Regional Service Manager (RSM) is responsible for managing technicians and administrative staff. In this role the candidate must be an effective communicator as it is critical to the development of our operational team and the quality of support we provide to our customers.

Benefits:

• Excellent Health Insurance options including a FREE employee only option
• Dental, Vision, Accident, Critical Illness, Disability and Supplemental Life Insurance options
• FREE life insurance equal to your annualized pay rate
• 401k with a 50% match up to the first 6% of your contributions
• 7 paid Holidays
• 2 paid Personal days
• 10 paid Vacation days

• Recruit and development of administration team
• Training and development of hot side & non-mech specific dispatchers and support staff
• Facilitate best practices and feedback to other Nextech branches regarding FSE/Non-Mech
• Manage FSE technician coordination travelling across multiple territories
• Oversee process for warranty one-off and/or COD clients to ensure payment is received
• Supervise key authorized service agent (ASA) relationships and expectations
• Account liaison for FSE-specific ASA relationships
• Ensure service level agreement (SLA) for FSE ASA partnerships are understood, met and necessary follow-up is being performed (authorization, project coordination, RMA coordination/follow-up, emergency coordination)
• Delivery of all company goals and metrics
• Provide customer satisfaction
• Dispatcher on-boarding
• Evaluate and perform annual reviews with Operations Manager approval
• Review company reports and share with team
• Communicate needs to field teams (Dispatchers, ASM's, Operations Manager, and VP's)
• Escalation point for callbacks
• Successfully promote company's image, appearance, and reputation
• Manage customer relationships for assigned area
• Maintain and communicate weekly activity schedule
• Ensure efficient and well-planned scheduling of all calls
• Manage dispatchers and ensure company systems and procedures are followed
• Bottom line accountability for assigned divisions
• Manage labor and material costs
• Support ASM and the development of technicians
• Deliver high level of customer service on a consistent basis
• Other related duties as assigned

• Excellent interpersonal and communication skills, both written and oral
• Excellent interpersonal and supervisory skills
• Technical knowledge necessary to provide value to our technicians and customers
• Extremely high level of urgency to resolve problems
• Experience developing others through active coaching, providing actionable feedback, and demonstrating hands-on leadership experience
• Excellent written and verbal communication skills
• Excellent computer proficiency
• Proficient in Microsoft office and Excel
• Ability to act with discretion, tact, and professionalism in all situations
• Ability to build rapport with clients
• Ability to focus on desired results
• Ability to adapt to very fast-paced environment and deadlines
• Proven track record in prior role
• Level personality with a drive for success
• Strong organizational skills with ability to manage multiple tasks, prioritize, and meet deadlines
• Strong attention to detail
• Organized, detailed and self-motivated

• High school diploma or equivalent required
• Associate's Degree and/or Bachelor's Degree highly preferred
• 5+ years of field technical experience or equivalent business experience required
• 5+ years of related HVAC Industry or other service business experience required
• 1+ year of related Food Service equipment experience required
• May require Project Management experience in some locations
• Capital Project Manager experience highly preferred

• Able to work in office environment
• Continuously able to operate a computer and other office productivity machinery, such as a copy machine, telephone, and computer printer
• Continuously able to sit at a computer for up to 8 hours
• Able to alternate between sitting and standing, as needed throughout the day
• Occasionally able to lift up to 15
• Continuously requires vision, hearing, twisting, and talking
• Occasionally requires pushing/pulling, bending, and crouching
• Rarely requires climbing
• Must be willing and able to travel up to 25% of the time