Service Manager

A Service Manager is the primary point of contact with customer facility and operations staff for technical, operational, and compliance issues for industrial refrigeration systems. This role manages a team of field service technicians. The role coordinates scheduled maintenance services, troubleshooting, repair services, and emergency on-call support. This outstanding management opportunity combines leadership, technical problem-solving, and customer relations in a single position.

Each Service Manager has a set of customer facilities supported and a team of field-based service technicians that travel to facilities. This role is technically challenging, requiring the aptitude to learn how large-scale industrial refrigeration systems operate as well as the ability to train on troubleshooting problems remotely.

Services Managers must have excellent leadership and communication skills. The Service Manager will work with customer facilities on routine and emergency repairs, ensuring the system has 24/7 uptime. This is an excellent role for individuals who thrive in a fast-paced environment and are able to problem-solve quickly.

Innovative Refrigeration Systems, Inc. is the premier custom design/build refrigeration system contractor in the country. In addition to doing all the mechanical, electrical, and controls engineering, equipment fabrication, and field construction in-house, we have an outstanding field service team. Our systems are the largest, most efficient, and most reliable industrial refrigeration systems in the nation.

Key Duties:

• Maintain excellent customer relationships with facilities personnel, operations managers, and corporate leaders
• Manage a team of service technicians, including scheduling work and travel
• Quote service, repair, and upgrade projects to customers
• Manage service work orders through an online service platform
• Manage customer relations and customer communication
• Secure materials, schedule arrivals, and confirm deliveries for Service & Warranty needs
• Locate and purchase/rent materials or equipment needed by technicians, issue purchase orders, and submit to billing for approval
• Resolve disputes and requests for credit with vendors for service-related purchases
• Work with subcontractors as needed to ensure the completion of assignments
• Schedule inspections and other tasks as necessary
• Preparation of sales orders to facilitate customer billing
• Perform as part of the on-call team to remotely troubleshoot emergency service calls; involvement with the on-call service team will require one weekend per quarter and one weekday per workweek

Requirements:

• Associate’s degree in Business Administration or other related fields (or equivalent experience) is preferred
• Engineering-minded problem solver
• Technically savvy with experience of 1+yrs in MS Office programs
• Excellent leadership and communications skills
• Excellent organizational and documentation skills
• Ability to problem solve quickly and effectively
• Ability to multi-task and prioritize
• Strong phone presence and ability to engage with customers over the phone and email

Preferences

• Prior construction/automotive/HVAC experience
• Mechanically minded and inclined
• The ability to quickly adapt to new software
• The ability to make independent business decisions within budget, seeking guidance only when dealing with exceptionally difficult issues
• Excels in an ever-changing work environment

Why work for us? We can offer you a career path and training to advance your career to the next level! We offer a competitive salary, full benefits, substantial retirement packages (15% dollar-for-dollar match!), and growth opportunities to establish a career. Simply put, we are looking to invest time and money into developing the most elite team in the refrigeration industry. If you want to be the best in the business, this position is for you!

Company Values:

Our company focuses on four core values: Safety, Quality, Experience, and Reliability. Innovative Refrigeration Systems not only meets the needs of our customers but also exceeds their expectations. We hold ourselves to a higher standard and pursue ever-improving quality. As a full-service company, our customers have come to count on our commitment to excellence in every system and service we provide.

• Safety: Our company is one of the few in the state of Virginia that is OSHA SHARP certified which means we are a model for workplace health and safety. The safety of our employees is a top priority for us.
• Quality: We settle for only the best, and our customers know when they work with us that they are getting the best-in-class products and services.
• Experience: We focus on ensuring our staff has the experience necessary to thrive in their career. We do this by offering apprenticeship opportunities, our self-guided STAR training program, and by placing a heavy focus on internal training.
• Reliability: High-quality product from the start is critical in sustaining long-lasting relationships with our customers. From design to construction, and continuing into service and aftermarket support, our team offers unbeatable full-life-cycle refrigeration expertise.

Benefits:

• Retirement plan; company matches dollar for dollar up to 15%
• Health insurance; company pays 75% of the premiums for employees/family
• Dental Insurance
• Vision insurance
• Weekly pay
• Competitive vacation & holiday pay
• Supplemental insurance available (Aflac)
• Short-term & long-term disability coverage
• Accidental death/dismemberment coverage after one year of employment
• Life insurance coverage after one year of employment
• Employee referral incentives
• Opportunities for advancement, professional development, training opportunities, and apprenticeship programs available
• Discounts on cell phone plans, rental vehicles, and other company discounts for eligible positions