Role Responsibilities:

• Communicate  with  customers  to  collect  feedback  on  performance  and  maintain  positive  working relationships.
• Address customer complaints and conduct satisfaction investigations to develop improvement plans.
• Gather insights into customers’ portfolios, activities, and current and future needs.
• Contract Renewals and Quotations:
• Handle the process of contract renewals and prepare simple repair quotations as required.
• Lead Generation and Demand Creation: •
•  Identify potential opportunities through the existing client base to generate new leads for the sales support team. •  
• Drive demand-creation strategies through existing customer base to promote service and other cross- functional offerings. •  
• Work closely with the sales team to support sales lead conversions. •  
• Provide technical expertise and support during the sales process.
• Drive EH&S initiatives and ensure team compliance with established safety standards. •
•  Report any employee or workplace EH&S incident to the line manager and National EHS & Q manager.
• Adoption of Tools and KPI Monitoring: •  Adopts and effectively uses relevant tools (e.g.S200, Retriever, SalesForce, ServiceMax, SAP, etc.) in daily operations. •  Monitor and achieve key performance indicators (KPIs) such as productivity, revenue, contract margins, and PM completion%.

Role Purpose:

• The Service Manager oversees and manages all aspects of the service delivery process, including contract delivery, contract renewals, account receivable management, team coordination, and customer relationship management.  This  role  involves  leading  a  team  of  service  technicians  and  subcontractors,  optimising resources,  ensuring  financial  performance  meets  targets,  and  driving  EH&S  initiatives.  The  Service Manager  is  critical  in  maintaining  high-quality  service  delivery  while  fostering  positive  customer relationships.

Environmental Health and Safety

• Ensure the safety of self and others. •
• Ensure compliance with company standards. •
• Participate in Environmental Health and Safety activities. •  
• Participate in achieving Environmental Health and Safety targets for the business. •  
• Work harmoniously with other employees regarding their rights and company requirements. •
• Maintain good ethics and professionalism that will earn the respect of customers and work colleagues. Environmental Health and Safety Tasks •  
• Ensure safety equipment is used and worn at all times. •  
• Follow safe operating procedures at all times. •  
• Participate in the local 'Crisis Management System'. •
• Report safety incidents immediately. •
• Participate in special teams and working groups

Minimum Requirements:

• Possess  in-depth  technical  knowledge  and  qualifications  in  HVAC  and/or  refrigeration  disciplines, ensuring the ability to understand and address service-related challenges effectively. •
•  Demonstrated  ability  to  manage  and  lead  teams,  fostering  a  collaborative  and  positive  work environment to achieve common goals. •
•  Exhibit a proactive and resourceful approach to problem-solving, showing the ability to take initiative and find innovative solutions. •  
• Goal-driven with a keen eye for detail, ensuring high-quality service delivery and achieving desired outcomes. •  
• Able to communicate clearly and concisely with team members, customers, and stakeholders, fostering positive relationships and effective collaboration. •  
• Possess strong organisational abilities, enabling efficient management of tasks, resources, and time. •
•  Proven  success  in  handling  multiple  and  diverse  tasks  within  a  dynamic  and  adaptable  work environment. •
•  Maintain a strong focus on customer satisfaction while achieving individual sales and margin targets. •  
• Familiarity with service processes and experience using Enterprise Resource Planning (ERP) software to streamline operations and enhance efficiency. •
•  Ability to analyse data and information effectively, enabling informed decision-making and continuous process improvement. •
•  Demonstrated proficiency in using various computer applications and software relevant to the HVAC service management role. •
•  Experience in managing accounts or driving business development within the HVAC service industry, showcasing the ability to build and maintain strong customer relationships. Demonstrates strong leadership skills, guiding and inspiring the team to achieve shared goals.
• Adheres  to  disciplined  approaches  and  follows  established  processes  to  ensure  efficiency  and consistency.
• Drives the team to achieve exceptional levels of productivity and performance.
• Possesses  the  ability  to  bounce  back  from  challenges  and  maintain  composure  during  difficult situations.
• Earns trust through reliability, honesty, and consistent actions.
• Upholds high ethical standards and maintains a professional demeanor in all interactions.
• Demonstrates strong organisational skills, effectively managing tasks and resources.
• Applies logical thinking and foresight to make informed decisions and plan for the future.
• Remains composed and level-headed in high-pressure situations.
• Shows genuine concern and empathy towards others, fostering a supportive and positive environment.

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Job Applicant's Privacy Notice:

Click on this link to read the Job Applicant's Privacy Notice