Director of Services & Aftermarket – New York, NY

This position is primarily responsible for the overall management, operation, and growth of the service and aftermarket business by performing the following duties:


ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Core duties and responsibilities include the following. Other duties may be assigned.

  • Director of Service & Aftermarket

  • Responsible for the management and financial growth of service and aftermarket market verticals:

  1. Service contracts / managed maintenance agreements

  2. Internal service technicians

  3. Light contracting agreements

  4. Replacement WSHP chassis

  5. Replacement HVAC equipment & components

  6. Retrofit HVAC components

  7. Parts

  • Provide regular updates to management and executive staff including, but not limited to, reporting and data logs indicating past, current, and forecasted financial performance

  • Interview, recommend, and hire support staff as necessary

  • Service Coordinator:

  • Receive service requests and dispatch service technicians to projects; track and maintain service logs

  • Together with management, forecast upcoming requests and track service utilization rates

  • Provide regular updates to customers regarding service requests that are in process

  • Assist with the completion and filing of daily service tickets / logs

  • Log work hours inTRAX system

  • Create external service invoices and send to customers

  • Track customer Accounts Receivable and follow up on outstanding invoices

  • Place orders for parts required to complete service orders, and work to expedite the delivery of these orders, as needed

  • Coordinate and produce proposals including: writing and editing text, effective design layout, and assembly of a quality final product that is delivered on time

  • Responsible for the overall quality of the work produced and take initiative to improve the quality of our work product

  • Direct Marketing team to develop customized marketing materials as needed

  • Be a team player who is willing to perform any task that needs completed in order to help the department

  • Serve as the primary service information liaison between management, technicians, sales, and customers

  • Provide product and service information as requested

  • Respond to internal and external customer requests with patience, empathy, and a positive attitude

  • Service Manager:

  • Receive, manage, and schedule all internal startup requests

  • Receive, manage, and schedule all internal service requests

  • Ensure minimum requirements are met during prestartup process prior to scheduling startup requests, including site walkthroughs where appropriate

  • Receive, vet, and schedule all external service requests

  • Vet all external service providers

  • Manage all external service providers including, but not limited to, on-boarding process, utilization, and account management

  • Manage all internal service technicians including, but not limited to, scheduling, mentoring / coaching, providing appropriate training opportunities, product line support (filter all field feedback to designated product champions), financial/utilization reporting, and profit & loss metrics

  • Maintain appropriate parts inventory both internally and with external service providers

  • Manage all internal and external work tickets & startup reports, including but not limited to, technical review, approval, logging, and distribution

  • Ensure the timely distribution of all service documents to the Project Manager and/or Account Manager

  • Escalate potential service / maintenance / replacement opportunities as appropriate for review

  • Provide feedback on all witnessed field issues in a timely and factual manner to ensure an appropriate response by the organization

  • Ensure all necessary permits and insurance are in place and kept current for the term of the project.

  • Assist and resolve customer issues in a professional and courteous manner.

  • Builds and maintains relationships with customers and suppliers.

  • Keeps Management informed by interpreting information, and making recommendations.

  • Service Sales:

  • Makes outbound follow-up calls to potential and existing customers by telephone, e-mail and personal visits to qualify leads and sell products and services.

  • Makes sales calls and project follow-ups to customers’ offices and job sites.

  • Handles inbound sales lead calls to convert calls into sales.

  • Overcomes technical and business objections of prospective customers and suppliers.

  • Coordinates customer training and provides product demos to qualified customers on request.

  • Emphasizes sellable features, quotes prices and credit terms and prepares sales orders for orders obtained.

  • Estimates date of delivery to customer based on knowledge of suppliers’ production and delivery schedules.

  • Builds and maintains relationships with customers and suppliers.

  • Responsible for billing projects using company software in a timely manner.

  • Reviews supplier invoices and approves them in a timely manner.

  • Prepares reports of business transactions.

  • Enters new customer data and other sales data for current customers into computer database.

  • Investigates and resolves customer and supplier problems with deliveries.

  • Travels to and attends trade shows.

  • Responsible for establishing sales goals with principals and meeting those goals once set.


SUPERVISORY RESPONSIBILITIES:

  • This job reports directly to the Director of Operations

  • This job has responsibility for the Service & Aftermarket Department (Service Technicians, Service Coordinator, Service Sales, etc.)

COMPETENCIES:

  • To perform the job successfully, an individual should demonstrate the following competencies:

  • Construction Management - Knowledge of building construction, means and methods, scheduling and cost control procedures, general contract, general conditions, subcontract documents, drawings and specifications.

  • Communication Skills -- Speaks clearly and persuasively in positive or negative situations; writes clearly and informatively; Edits work for spelling and grammar; Speaks to co-workers and prospective clients in a respectful, professional manner.

  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.

  • Customer Service - Responds promptly to customer and supplier needs; Responds to requests for service and assistance; Meets commitments.

  • Cost Consciousness - Contributes to profits and revenue.

  • Strategic Thinking - Develops strategies to achieve organizational goals; Analyzes market and competition; Identifies external threats and opportunities.

  • Judgment - Includes appropriate people in decision-making process; Makes timely decisions that maximize company’s ability to increase overall sales.

  • Client Relations - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance.

  • Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.

  • Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

  • Attendance/Punctuality - Is consistently at work and on time.

  • Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Follows through on commitments.


QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

  • Bachelor’s degree (B.S.) from an accredited four-year college or university;

  • Minimum of 5 years related experience and/or training;

  • Experience in customer service strongly desired.

  • Must be able to work independently and have excellent organizational, interpersonal, verbal and written communication, and problem-solving skills.

  • Must be able to manage multiple priorities with flexibility, a positive attitude, and a strong commitment to customer service.

  • Must be proficient in Microsoft Office, including Word and Excel.

  • Strong computer literacy skills.

  • Ability to handle all situations with a sense of urgency.

  • Must have experience HVAC services experience.


COMPUTER SKILLS:

To perform this job successfully, an individual should have knowledge of Microsoft Office Suite software; the internet.


PHYSICAL DEMANDS:

  • Performance of the required duties will require physical ability to climb permanent and temporary stairs, passenger use of construction personnel hoists, ability to climb ladders and negotiate work areas under construction.

  • Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to adjust focus.

  • Performing this job requires use of hands to finger, handle, or feel objects, tools or controls, sit, talk and hear, stand, climb, balance, stoop, kneel, crouch, or crawl.

  • Employee must occasionally lift and/or move up to 15 pounds.


WORK ENVIRONMENT:

  • While performing the duties of this job, the employee may work on-site at the construction work site where the employee is exposed to moving mechanical parts; high precarious places; fumes or airborne particles; outside weather conditions; and risk of electrical shock. The noise in these work environments is usually moderate to very loud.

  • This position requires regular travel within New York City and the surrounding areas.

Salary

Base salary of $150K-$175K + Profit Sharing.

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