Food Service Equipment (FSE) Regional Service Manager

Join the best in the industry at Nextech and embark on a rewarding career journey! For over 30 years, we've built our success on a foundation of Quality, Value, and Integrity, fostering enduring partnerships with thousands of satisfied customers. With over 2,000 team members nationwide, Nextech sets itself apart from other companies by being America’s largest HVAC/R service provider.

As we continue to grow, we're committed to offering an exceptional work experience for our employees with numerous opportunities for development and advancement. If you pride yourself on quality work, integrity, and dedication, we want you on our team. Nextech boasts outstanding review ratings on Indeed and Glassdoor, making it the premier destination for HVAC professionals. Elevate your career by joining Nextech today!

Role:

Under the general guidance from the Operations Manager and VP of Operations, the Food Service Equipment (FSE) Regional Service Manager (RSM) is responsible for managing technicians and administrative staff. In this role the candidate must be an effective communicator as it is critical to the development of our operational team and the quality of support we provide to our customers.  

Benefits:

• Excellent Health Insurance options including a FREE employee only option
• Dental, Vision, Accident, Critical Illness, Disability and Supplemental Life Insurance options
• FREE life insurance equal to your annualized pay rate
• 401k with a 50% match up to the first 6% of your contributions
• 7 paid Holidays
• Accrued leave

Essential Duties and Responsibilities:

• Recruit and development of administration team
• Training and development of hot side & non-mech specific dispatchers and support staff
• Facilitate best practices and feedback to other Nextech branches regarding FSE/Non-Mech
• Manage FSE technician coordination travelling across multiple territories
• Oversee process for warranty one-off and/or COD clients to ensure payment is received
• Supervise key authorized service agent (ASA) relationships and expectations
• Account liaison for FSE-specific ASA relationships
• Ensure service level agreement (SLA) for FSE ASA partnerships are understood, met and necessary follow-up is being performed (authorization, project coordination, RMA coordination/follow-up, emergency coordination)
• Delivery of all company goals and metrics
• Provide customer satisfaction
• Dispatcher on-boarding
• Evaluate and perform annual reviews with Operations Manager approval
• Review company reports and share with team
• Communicate needs to field teams (Dispatchers, ASM’s, Operations Manager, and VP’s)
• Escalation point for callbacks
• Successfully promote company’s image, appearance, and reputation
• Manage customer relationships for assigned area
• Maintain and communicate weekly activity schedule
• Ensure efficient and well-planned scheduling of all calls
• Manage dispatchers and ensure company systems and procedures are followed
• Bottom line accountability for assigned divisions
• Manage labor and material costs
• Support ASM and the development of technicians
• Deliver high level of customer service on a consistent basis
• Other related duties as assigned

Required Knowledge, Skills, and Abilities:

• Excellent interpersonal and communication skills, both written and oral
• Excellent interpersonal and supervisory skills
• Technical knowledge necessary to provide value to our technicians and customers
• Extremely high level of urgency to resolve problems
• Experience developing others through active coaching, providing actionable feedback, and demonstrating hands-on leadership experience
• Excellent written and verbal communication skills
• Excellent computer proficiency
• Proficient in Microsoft office and Excel
• Ability to act with discretion, tact, and professionalism in all situations
• Ability to build rapport with clients
• Ability to focus on desired results
• Ability to adapt to very fast-paced environment and deadlines
• Proven track record in prior role
• Level personality with a drive for success
• Strong organizational skills with ability to manage multiple tasks, prioritize, and meet deadlines
• Strong attention to detail
• Organized, detailed and self-motivated

Education and Experience:

• High school diploma or equivalent required
• Associate’s Degree and/or Bachelor’s Degree highly preferred
• 5+ years of field technical experience or equivalent business experience required
• 5+ years of related HVAC Industry or other service business experience required
• 1+ year of related Food Service equipment experience required
• May require Project Management experience in some locations
• Capital Project Manager experience highly preferred

Physical requirements:

• Able to work in office environment
• Continuously able to operate a computer and other office productivity machinery, such as a copy machine, telephone, and computer printer
• Continuously able to sit at a computer for up to 8 hours
• Able to alternate between sitting and standing, as needed throughout the day
• Occasionally able to lift up to 15
• Continuously requires vision, hearing, twisting, and talking
• Occasionally requires pushing/pulling, bending, and crouching
• Rarely requires climbing
• Must be willing and able to travel up to 25% of the time