Service Operations Manager
Munters

About Us: Munters is a global leader in climate solutions for mission-critical processes. We offer innovative, efficient and sustainable solutions for customers in industries where controlling indoor humidity, temperature and energy efficiency is mission-critical. Climate control systems often account for a large percentage of the energy consumption in many of our customers' operations. With an optimal climate system, we can help them to more efficiently use energy or water resources, and thereby reduce their climate and environmental impact. Sustainability is an important part of Munters' business strategy and value creation. We pride ourselves on fostering a dynamic and inclusive work environment where our employees are valued members of the team and are given meaningful projects to work on.

Job Summary:

The Service Operations Manager for Data Center Technologies is responsible for overseeing the daily operations of the HVAC service department, ensuring high levels of customer satisfaction, safety, efficiency, and profitability. This role involves managing service technicians, scheduling maintenance, troubleshooting issues, and ensuring compliance with industry standards and regulations. The manager focuses on ensuring the effective installation, commissioning, maintenance, and after-sales support of HVAC systems designed specifically for mission-critical data center environments. The ideal candidate will have a strong background in HVAC systems, team leadership, and operations management.

Essential Functions and Responsibilities

• Enhance the Data Center Customers Service experience.
• Lead the field service team to meet or exceed targets set by senior management.
• Contribute to service operations revenue forecasting and planning.
• Develop and improve service operations processes for efficiency.
• Provide accurate and timely reporting to senior management.
• Build and maintain relationships with 3rd party contractors and vendors to meet customer needs.
• Improve or create new processes for dispatching and scheduling site visits.
• Team Management:
  • Supervise and lead a team of HVAC service technicians, dispatchers, and support staff.
  • Recruit, hire, and train new team members, ensuring they meet company and customer standards.
  • Foster a positive work environment that promotes teamwork and high employee morale.
  • Conduct regular performance evaluations, coaching team members to meet service goals and high standards of performance in mission-critical environments.

• Operational Oversight:
  • Oversee day-to-day service operations, including dispatching, scheduling, and job assignment.
  • Manage service calls and ensure timely completion of scheduled work orders.
  • Monitor the progress of ongoing projects and prioritize resources based on urgency and client needs.
  • Ensure compliance with safety regulations, company policies, and HVAC industry standards.
  • Oversee service inventory management for spare parts and ensure that necessary parts are available for scheduled and emergency service needs.

• Customer Relations:
  • Act as the primary point of contact for clients regarding service-related issues, ensuring all customer inquiries are handled promptly and professionally.
  • Address and resolve customer complaints or issues to maintain strong client relationships.
  • Conduct site visits as needed to assess job performance and customer satisfaction.
  • Manage escalation processes for critical service issues, ensuring swift resolution and communication with customers.

• Financial & Resource Management:
  • Manage department budgets, controlling labor, materials, and overhead expenses.
  • Analyze and track financial performance, providing regular reports to senior management.
  • Identify opportunities to increase profitability and efficiency within the service department.
  • Track and report on key performance metrics, including service response times, customer satisfaction, and equipment uptime.

• Technical Support:
  • Review and approve estimates for large or specialized HVAC service jobs.
  • Keep up-to-date with advancements in HVAC technology and industry best practices.
  • Ensure that service technicians are equipped with the latest tools, training, and technical resources to address challenges specific to data center HVAC systems.

• Process Improvement:
  • Develop and implement strategies to improve service delivery, reduce response times, and optimize resource allocation.
  • Continuously evaluate and improve processes to enhance efficiency and customer satisfaction.
  • Oversee the implementation of new tools or technologies to streamline operations.

Compliance and Safety:

• Ensure all service operations comply with industry safety standards, customer site requirements, and relevant environmental regulations.
• Conduct safety training for service technicians and ensure that all field operations are carried out safely and efficiently.
• Stay updated on relevant industry regulations and technological advancements to keep the OEM service operations aligned with best practices.

Qualifications

• Education:
  • High school diploma or equivalent required; Bachelor's degree in business, engineering, management, or related field preferred.
  • HVAC certification or licensure is highly desirable.
• Experience:
  • Minimum of 10 years in HVAC service or related field, with at least 2 years in a supervisory or managerial role.
  • Proven experience in team leadership and operational management.
• Skills:
  • Strong knowledge of HVAC systems, equipment, and maintenance practices.
  • Excellent leadership and team management skills.
  • Strong communication and interpersonal skills, with the ability to resolve conflicts and manage customer relationships.
  • Solid understanding of budgeting, financial reporting, and operational efficiency.
  • Proficiency with HVAC software, scheduling tools, and project management systems.
  • Strong organizational skills, with the ability to prioritize and multitask in a fast-paced environment.

Working Conditions:

• Work is typically performed in an office environment, with occasional field visits required.
• Must be available for on-call responsibilities in case of emergency service needs.
• Travel may be required for training, client meetings, or overseeing projects.

Physical Requirements:

• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data, viewing computer terminal, expansive reading, etc.
• The worker is not substantially exposed to adverse environmental conditions.

Benefits:

• Performance Based Commission
• Medical, dental and vision
• 401K
• PTO
• Referral bonuses

Equal Opportunity Employer: We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All offers are contingent on a pre-employment drug test and background check, as applicable for the position.

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