Service Manager

General Job Description: 

The Service Manager (SM), Facility Services Group, is responsible for overseeing union field labor and ensuring that the field is adequately staffed; company policies and procedures are adhered to, field technicians are receiving training both technical and safety; quality work is being performed; the field is productive as it pertains to labor hours; the composite labor mix is managed so the company can remain competitive. 

Essential Duties & Responsibilities:

The Service Manager, Facility Services Group is directly responsible for union mechanical service technicians in FSG. The union labor force of approximately 4-5 FSG geographic teams is comprised of multiple Supervisors, Foremen, Journeymen, Apprentices, Mechanical Equipment Servicemen (MES), and Mechanical Equipment Service Tradesmen (MEST).  It is the Service Manager’s ultimate responsibility for the quality, timeliness, field documentation productive and safe execution of maintenance, repair and retrofit work performed by the above field organization. 

 Detailed Duties & Responsibilities: 

• Maintain appropriate field staffing levels to meet the workload requirements in the assigned geographical areas and ensuring the highest productivity rate possible. 
• Maintain a composite labor mix of Journeymen, Apprentices, MES, MEST to be competitive in each marketplace. 
• Assist area supervisors with recruiting the best field technicians for the required work.  Maintaining an interview process. 
• Assist with coordination and completion of the “site safety inspection” (SSI) process.
• Participate in the hiring process for all Union Mechanical Technicians
• Participate in the performance management process, ensuring that all employees when necessary are counseled in a timely, consistent and fair manner. 
• Collaborate with General Service Manager and Director of Field Operations to maintain and update Policy and Procedure Manual for Facility Service field personnel. 
• Partner with our Safety & Worker’s Comp Departments & assist with investigations involving vehicle/job site accidents, injuries, and property damage. 
• Review maintenance hours regularly to insure that maintenance work will be complete by end of the month.         
• Review weekly labor hours report to insure that each employee is getting close to 40 hours per week. 
• Review weekly productivity reports to identify & address excessive non-billable hours & potential issues. 
• Review weekly field expense sheets and work orders that are flagged by area coordinators that may be extra ordinary. 
• Review over budget invoices and address with supervisors to prevent from happening in the future. 
• Review and demonstrate an understanding of the Union’s contract UA National Maintenance Agreement. 
• Resolve customer complaints as they arise, meet with customers when necessary. 
• Interface and assist with Service and Construction Sales Personnel as needed
• Assist General Service Manager with labor budgets as needed 
• Assist in problem solving, conflict resolution and Collections with consistency and timeliness. 
• Conduct periodic job site visits to ensure quality work is being performed by ACCO technicians.
• Be proactive in all dealing; anticipate problems that may arise and work to resolve them.
• Training – determine what technical training and customer service training is needed 
• Technical Bulletins – provide technical information to the field as it becomes available.
• Ensure that ACCO’s standards are met and maintained.
• Labor cost – become familiar with  ACCO’s labor burden rates and where to find each union’s labor package to determine labor costs. 
• Conduct General safety meetings annually.  Assist General Service Manager with coordination and conducting of General Safety Meetings. Assist with Tyfoom safety meeting ideas and dissemination.
• Be innovative; bring forward technologies that could give ACCO an edge over the competition. 
• Tools – insure that each mechanic has a tool list on file.
• Assisting in the creation of a maintenance task for a piece of machinery or job site when necessary. 
• Facilitate and/or coordinate training as needed.
•  Address excessive tool purchases as made aware by the Field Support Manager.       

Position Requirements (Skills, Work Experience, Education, Certifications, Licenses, etc.):

• H.S. Diploma or equivalent
• 10 years minimum hands on field experience 
• 5 years experience as a field foreman or field supervisor 
• Strong technical background in the HVAC / Refrigeration field, including the ability to teach others. 
• A proven track record of managing teams to bring jobs in on budget. 
• Ability to stand in front of an audience and conduct a meeting. 
• Selling experience in a service and retrofit environment, preferred   
• Well-developed interviewing and performance assessment capabilities. 
• Willing & able to work 2^nd or 3^rd shift per business needs
• Participate in the local union highly encouraged
  • For example teaching at the union training center 
  • serving on one of the trusts or boards

Competencies Needed: 

• Adaptability/Flexibility
• Organizing/Executing
• Effective Communication
• Analyzing/Interpreting
• Supporting/Cooperating

Physical Requirements: (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) 

• The employee may regularly lift and /or move up to 10 pounds, and occasionally lift and/or move up to 20 pounds.
• Specific vision abilities required by this job include Close vision and Distance vision.
• While performing the duties of this Job, the employee is regularly required to stand; use hands to finger, type, handle, or feel; reach with hands and arms and talk or hear.
• The employee is regularly required to walk and sit;
• Tele-commuting is not permitted
• Regular and routine attendance is required
• The individual in this position must be physically willing and able to visit jobsites, climb ladders to reach rooftops and above ceiling equipment. 
• This position requires regular visits to outlying offices in the Southern Region 
• Must possess and maintain a valid driver’s license   

Hours: varies per business needs. Typical hours are Monday to Friday 6:30 am to3:30 pm.

Travel: 80% of the time within assigned geographical footprint. This position may require regular visits to other ACCO offices.

Wages: This position is for signatory employees and wages will be in alignment with the current Collective Bargaining Agreements.