Assistant Service Manager

As an Assistant Manager - Service at Carrier Commercial Refrigeration, your role will involve leading the refrigeration service operations to ensure exceptional customer satisfaction, efficient team management, and seamless coordination between service technicians and other departments. You will be responsible for overseeing all service aspects, from installations and maintenance to repairs and troubleshooting, while upholding the company's standards of quality and safety. - **Service Operations Management** - Oversee daily service operations, including installations, maintenance, and repairs for refrigeration units and systems. - Ensure prompt response to service calls and effective resolution of customer issues. - Develop and implement service procedures and policies to improve efficiency and customer satisfaction. - Manage and expand the existing service network according to sales forecast. - **Team Leadership and Development** - Lead, coach, and manage a team of Sales Dealers, Service Franchisees, service technicians, and support staff, ensuring adherence to quality standards and safety protocols. - Facilitate hiring, onboarding, and ongoing training for new service team members. - **Customer Relationship Management** - Maintain strong customer relationships by delivering high-quality service and ensuring effective communication. - Address customer complaints and feedback promptly to ensure customer satisfaction and retention. - Develop and execute strategies for customer satisfaction surveys and gather insights for continuous improvement. - **Technical Support and Troubleshooting** - Provide technical support to service technicians and assist in resolving complex technical issues. - Stay updated with the latest refrigeration technologies, troubleshooting methods, and equipment. - Ensure accurate diagnostics, repair, and maintenance procedures are followed. - **Budget and Resource Management** - Monitor and manage the service department budget, optimizing resource allocation and controlling costs. - Ensure efficient use of service tools, equipment, and inventory, and coordinate with the procurement team for timely stocking. - Track service expenses and work within budget constraints. - **Quality Control and Compliance** - Implement and enforce quality standards and regulatory compliance for service operations. - Ensure all safety guidelines and protocols are followed during service activities. - Conduct routine audits to assess and improve service quality and safety practices. - **Reporting and Analytics** - Prepare and present service performance reports, analyzing metrics such as response times, repair turnaround, customer satisfaction, and budget adherence. - Identify trends, areas for improvement, and strategic initiatives to enhance service performance. - Bachelor's degree in Mechanical Engineering or a related field; or equivalent industry experience. - 5+ years of experience in a service management role, preferably in the refrigeration, HVAC, or related industry. - Strong knowledge of refrigeration systems, installation, and maintenance processes. - Excellent leadership and team management skills, with a focus on coaching and development. - Proven track record of delivering customer satisfaction and managing budgets effectively. - Strong analytical skills and proficiency in service software and tools. - Ability to work in a fast-paced, customer-oriented environment. When you join Carrier Commercial Refrigeration, you will be part of a company that celebrates diversity, creates an inclusive environment for all employees, and is committed to creating innovative solutions that improve lives and contribute to a sustainable future. Carrier Commercial Refrigeration is an Equal Opportunity Employer.,