Job
Description
Introduction to Role: The Regional Service Manager will lead the refrigeration service operations, ensuring exceptional customer satisfaction, efficient team management, and seamless coordination between service technicians and other departments. This role involves overseeing all aspects of service, from installations and maintenance to repairs and troubleshooting, while upholding the companys standards of quality and safety. Responsibilities 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. Customer Relationship Management Maintain strong customer relationships by delivering high-quality service and ensuring effective communication. Address customer complaints and feedback promptly, ensuring 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 the 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. 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. Qualifications Bachelors degree in Business, Engineering, or a related field (Master’s degree is a plus). 10 to 15 years' experience in commercial Refrigeration Service or related industries Proven experience in service revenue management, preferably in the refrigeration, HVAC, or related industries. Strong analytical skills with experience in revenue forecasting and budgeting. Strong knowledge of refrigeration systems, installation, and maintenance processes. Excellent communication and interpersonal skills. Proficiency in CRM systems and data analysis tools. Results-oriented with a track record of achieving or exceeding targets. Join Carrier Commercial Refrigeration and be a part of our mission to create innovative solutions that improve lives and contribute to a sustainable future.
