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Full-timeDescription
Position Summary
The Residential Department Manager is responsible for overseeing all aspects of residential HVAC and plumbing operations, including service, installation, maintenance, and team leadership. This role ensures departmental efficiency, customer satisfaction, compliance, profitability, and market expansion. The manager plays a strategic role in developing business opportunities, leading marketing initiatives, and ensuring the continued growth of the department.
Key Responsibilities
1. Team Leadership and Development
- Provide regular coaching, training, and mentorship to ensure professional growth.
- Conduct performance evaluations, manage staffing levels, and foster a culture of accountability and excellence.
2. Customer Experience
- Resolve customer issues swiftly and professionally.
- Promote a customer-first culture and monitor service feedback to drive improvements.
3. Operational Management
- Oversee job scheduling, dispatching, and workflow coordination to optimize field efficiency.
- Monitor daily work progress and provide support to ensure timely and quality completion of services.
4. Financial Oversight
- Collaborate in preparing and managing departmental budgets.
- Monitor P&L performance and take corrective actions to achieve profitability targets.
- Analyze job costing, margins, and revenue streams.
5. Technical Support
- Provide expert-level troubleshooting and support for complex service or installation challenges.
- Interpret technical diagrams and recommend appropriate equipment and system solutions.
6. Quality Control
- Enforce quality and safety standards through site inspections and performance audits.
- Ensure compliance with all relevant codes, safety regulations, and industry best practices.
7. Inventory and Asset Management
- Maintain optimal inventory levels of tools, parts, and supplies.
- Coordinate with vendors and warehouse personnel to ensure availability and accuracy.
8. Regulatory Compliance
- Ensure all work complies with local, state, and federal codes and licensing requirements.
- Maintain accurate and up-to-date licensing and certifications for the team.
9. Sales Support
- Assist in scoping and quoting residential jobs with the sales team.
- Provide technical guidance during the sales process and support closing efforts with accurate and timely input.
10. Marketing Initiatives
- Collaborate with the marketing department to create campaigns that drive residential service inquiries.
- Identify target demographics and suggest outreach strategies (email, social media, direct mail, etc.).
- Promote brand awareness and ensure consistency in messaging related to HVAC and plumbing services.
- Participate in local events or sponsorships to enhance community presence and visibility.
11. Business Development
- Identify and cultivate new business opportunities within residential markets.
- Build relationships with realtors, builders, HOAs, and other key stakeholders.
- Analyze market trends and customers’ needs to propose new service offerings or territory expansions.
- Represent the company at networking events, trade shows, and industry conferences.
12. Reporting and Continuous Improvement
- Produce detailed performance and operations reports for senior leadership.
- Evaluate departmental processes and recommend continuous improvement strategies.
Requirements
Skills and Qualifications
- Technical Knowledge: Expertise in residential HVAC and plumbing systems, regulations, and service protocols.
- Leadership Experience: Strong supervisory skills with proven ability to motivate and manage field teams.
- Customer Service Excellence: Ability to handle customer concerns with professionalism and care.
- Operational Expertise: Skilled in managing scheduling, logistics, and daily workflows.
- Marketing & Branding Insight: Understanding of residential marketing strategies and how to collaborate with marketing teams.
- Business Development Acumen: Experience identifying growth opportunities and building strategic partnerships.
- Financial Management: Familiarity with departmental budgeting, P&L, and profitability strategies.
- Communication Skills: Exceptional verbal and written skills for internal coordination and customer interaction.
- Problem-Solving: Resourceful and quick-thinking under pressure.
- Safety Focus: Knowledge of OSHA standards and commitment to a safe working environment.
