Operations Manager - Florence, SC

The Operations Manager is responsible for ensuring that customer needs are met while implementing the policies and procedures of One Hour Heating & Air Conditioning. The OM will manage, guide and set profit margin and service expectations for IAQ manager, install manager and IAQ ...

Job description

The Operations Manager is responsible for ensuring that customer needs are met while implementing the policies and procedures of One Hour Heating & Air Conditioning. The OM will manage, guide and set profit margin and service expectations for IAQ manager, install manager and IAQ manager, supervisors and field staff while ensuring the safe and efficient delivery of HVAC services and products.

Primary responsibilities:

Develops and implements best operational practices while continually focusing on continuous improvement and process enhancements to achieve budgeted call count, average ticket, revenue and gross margins.

Oversees company spend to include labor, vendor agreements, inventory, and fleet.

Responsible for facilities management, inspections, maintenance, and repair so as to ensure protection of company assets.

Oversees safety compliance to include employee training, safety tracking, employee compliance assessments, and incident investigations are completed properly and corrective actions are implemented when necessary.

Ensures all personnel adhere to OSHA safety standards and team members are safety conscious at all times.

Works with the team in certifying the functional requirements of the tenants of the Health, Safety, and Environmental program are completed and the resources necessary for completion are available.

Maintains compliance of licensing, permitting, and code requirements including but not limited to EPA, DOT, NC and South Carolina code.

Manages and develops Service, Install and IAQ staff to include recruiting, hiring, retention, termination, discipline, scheduling, setting work priorities, conducting staff meetings, evaluating performance and directing work assignments to maximize production.

Evaluates workloads and personnel schedules to maximize efficiency in achieving profit and customer satisfaction objectives.

Maintains training of field personnel on systems, tools, and procedures utilizing in-house training, ride-along, Success Academy, webinars, and online training programs.

Provides coaching, feedback, and ongoing technical and communication training to all subordinates to increase performance.

Reviews service paperwork and ensures all field personnel adhere to procedural standards of reporting and documentation.

Assists the dispatching operation in ensuring appropriate technician selection for the type of service.

Ensures accurate documentation of dispatch, arrival, and completion times.

Participates in all company sponsored training classes.

Effectively manages conflict resolution with clients through clear communication, addressing all concerns, questions, or problems expediently.

Weekly communication with HR with regards to hiring and manpower planning.

Maintains a professional image at all times by:

Wearing only company approved and provided One Hour apparel.

Following safety policies and procedures.

Abiding by ALL One Hour standards of performance and code of ethics.

Maintaining a courteous demeanor with all customers and associates.

Maintaining company vehicles, ensuring cleanliness and organization, both inside and out.

Respecting the company's and customer's property.

Ensuring all team members represent the company in a professional manner at all times.

Required knowledge, skills and abilities:

Must have a minimum of 10 years of verifiable managerial, technical, and sales experience in HVAC or related field.

Must have comprehensive knowledge of current HVAC products. Consistent track record of meeting/exceeding annual revenue goals.

Ability to train and develop team members for promotions within

Ability to understand effects of economic, financial, and market conditions on the business.

Excellent negotiation, communication, and presentation skills.

Knowledge of local codes and permitting requirements.

Computer proficiency to include Microsoft Word and Excel.

Large group office management experience.

Valid driver's license and a clean driving record.

Performance KPIs

Meet/Exceed all budgeted Service, Install and IAQ KPIs

Call counts

Average tickets

Service and IAQ revenues

Gross margins

Achieve and maintain a callback rate <3%

First time inspection acceptance rate of 95%

Employee retention rate > 90%

Educational/certification requirements:

GED or High School Diploma.

EPA certification.

NATE certification

Preferred qualifications:

Associate's degree in related field.

North Carolina and South Carolina contractor licenses.

Environmental conditions:

General office and field service environment.

Extended work hours to include day and/or evening shifts.

Local travel.

Physical requirements:

Ability to work under stressful conditions

Must be able to work extended hours, nights or weekends.

Ability to stand, walk, and climb ladders and stairs.

Ability to climb, balance, stoop, kneel, crouch, and/or crawl.

Natural or corrected vision to see and focus for close, distance, peripheral vision with normal depth perception.

Work assignments may be performed with or without reasonable accommodation to a known disability.