Service Department Manager

Job Title: Service Department Manager
Location: Coolea, Co.Cork
Department: Service Department

Job Overview:

We are seeking a highly motivated and experienced Service Department Manager to
lead and oversee the commissioning, servicing, and breakdown response for our HVAC
products, including AHUs, gas heaters, and radiant tube heaters. The successful candidate
will play a critical role in ensuring customer satisfaction, operational efficiency, and
contributing to the growth of our service department. This role also includes responsibility for
implementing and managing software systems to enhance service team operations, including
scheduling, invoicing, and job tracking.

Key Responsibilities:

• Team Leadership & Development: Manage, mentor, and develop a team of technicians and service staff. Ensure the team is highly skilled, motivated, and aligned with company goals.

• Operational Management: Oversee the day-to-day operations of the service department, ensuring timely and efficient delivery of services.

• Commissioning & Servicing: Oversee the commissioning and servicing of AHUs, gas heaters, and radiant tube heaters, ensuring compliance with safety regulations and company standards.

• Breakdown Response: Coordinate and manage the team's response to service breakdowns and emergency repair requests. Ensure quick resolution times to minimize customer downtime.

• Customer Satisfaction: Act as the primary point of contact for customers with service-related inquiries or concerns. Address any escalated issues to maintain high levels of customer satisfaction.

• Scheduling & Resource Management: Plan and schedule service appointments, ensuring optimal utilization of resources and personnel.

• Health & Safety: Ensure that all work is carried out in accordance with company health and safety policies and procedures.

• Reporting & Documentation: Maintain accurate service records, reports, and documentation for all completed work, including maintenance schedules, breakdown logs, and customer feedback.

• Budget Management: Assist with managing the department's budget, including service contracts, parts inventory, and other associated costs.

• Continuous Improvement: Identify areas for improvement in processes, service quality, and customer experience. Implement changes to optimize service department operations.

• Service Business Growth: Develop and implement strategies to expand the service part of the business. Identify new opportunities for service contracts, upgrades, and after-sales support to drive additional revenue.

• Software Implementation & Management: Lead the introduction and adoption of service management software to streamline scheduling, invoicing, and job tracking. Ensure the software is effectively utilized by the team and integrated into everyday operations for maximum efficiency and accuracy.

• Cross-Department Collaboration: Work closely with sales and engineering teams to ensure alignment and integration of service solutions with product offerings, maximizing the potential for growth.

Required Skills & Qualifications:

• Proven experience in managing a service department, ideally within the HVAC industry or a related field.

• Strong leadership skills with experience in team development, coaching, and performance management.

• Solid understanding of HVAC systems, including AHUs, gas heaters, and radiant tube heaters.

• Excellent problem-solving skills and the ability to troubleshoot and resolve service issues efficiently.

• Strong communication and interpersonal skills, with a customer-focused mindset.

• Ability to manage multiple priorities in a fast-paced environment.

• Knowledge of relevant health and safety regulations and best practices.

• Proficiency in using service management software and Microsoft Office Suite.

• Experience in implementing or optimizing software solutions for service team management (e.g., scheduling, invoicing).

• A relevant technical qualification in HVAC or a related field is highly desirable.

• Full, clean driving license.

Preferred Qualifications:

• Experience in a similar managerial role within the HVAC sector.

• Familiarity with commissioning and servicing complex HVAC systems.

• Experience with budget management and financial oversight.

• A proven track record in driving business growth or expanding service offerings.

• Experience with software tools designed to optimize field service operations.