Position Purpose (Summary)

The function of this position is to:

• Monitor and implement Home Climates‘ processes and procedures.
• Provide Technical support for the people in the field and act as a conduit when need to source additional information and resources to solve technical issues.
• Provide weekly evaluations and reviews of the production and support staff that provides feedback the individual/Home Climates performances towards reaching their respective goals and KPIs.  
• Provide individual Coaching as required to train individuals on best ways to use Home Climates‘ resources and selling systems to meet the customer’s needs.
• Run weekly training meetings to cover:
  • Sales practices
  • KPI reviews
  • Performance acknowledgements and awards
  • New products
  • Objection handling
  • Sales contests
  • Safety Concerns
  • Products issues
  • Manufacturer’s Training
• Act as a mentor to encourage individual growth.
• Motivate and encourage staff throughout Home Climates.
• Correct/modify/create/eliminate processes and procedures that fail to add value to Home Climates‘ services or business results.

Service Manager Responsibilities/Duties/Functions/Tasks

1. Customer service orientation, both internal and external. 
2. Understand and properly use the pricing system in making recommendations.
3. Determine customer satisfaction with follow ups on all installation/services sold.
4. Must have a good working knowledge of our products and services being offered. This may require additional study and training both on and off site.
5. Become knowledgeable of various municipalities' plan requirements, permit requirements and submittal processes.
6. Continuously improve knowledge of construction in general, and how Home Climates operates to benefit the customer.
7. Communicate with Field Installation Supervisor throughout each project to assure proper, prompt completion of the job.
8. Establish goals, KPIs, and objectives for.
   1.  The business
   2. Self
   3. Service technicians/ Plumbers
   4. CSRs

 along with a plan of action to attain or exceed set goals.

9. Measure and report on the goals, KPIs, and objectives
10. Hire and termination staff for the roles supervised.
11. Provide corrective action, feedback, accountability, and make termination decisions for individuals that do not meeting the goals and expectations of the Company.
12. Provide weekly Status updates to the owner.
13. Regularly review and monitor progress against goals and seek assistance as needed.
14. Communicate effectively with associates, superiors, vendors, and customers.
15. Ask and obtain customer’s referral and web recommendations.
16. Possess superior interpersonal skills.
17. Should be able to read and interpret blueprints and technical drawings and specification.
18. Must be able to accurately list/order materials and supplies.
19. Must be able to work under time and budgetary constraints and pressures.
20. Efficiently manage his/her time and schedules.
21. Be computer literate to the extent necessary to fulfill this function. Should also be very familiar with the use of smart phones, text messaging, and email.
22. Must be capable of understanding client needs, and favorably influence their decision.
23. Constantly be learning through training from suppliers, trade shows, seminars, independent study, and other employees.
24. Clean, neat, professional appearance.
25. Work and drive safely and be able to recognize and avoid dangerous situations.
26. Adaptable to changing work schedules as the business dictates.
27. Participate in the on-call rotation for emergency, after hours, weekend and holiday service requests.
28. Other duties as assigned