WilsonHCG

Job Description
Job Title: Service Operations Lead

RESPONSIBILITIES:
• Administer service contracts to optimize profits, verify obligations are met, ensure customer satisfaction and retention
• Proactively monitor, pursue and assist with the selling of field service and repair opportunities in an effort to ensure pull-through revenue goals are met
• Assist leadership in driving on time, within budget completing service jobs
• Manage all time charged to jobs including Procard transactions (billable vs non-billable)
• Manage accounts receivable and assist with the resolution of customer billing disputes
• Procure parts and materials for scheduled maintenance, repairs, and emergency service calls
• Manage warranty and startup jobs
• Complete booking of new jobs and set up of billing plans
• Review open orders daily to ensure timely completion of jobs
• Ensure timely and accurate billing of project, service contract, T&M, and fixed price jobs
• Ops lead is responsible for joining DMB meetings daily and being prepared to discuss progress on relevant KPIs and actions to improve underperforming KPIs.
• Ops lead is responsible for proactively identifying actions, performing offline tasks assigned in DMBs, and escalating any blockers to ensure consistent improvement in KPI performance and field operations in general.


Required Qualifications:
A High School diploma required
2 years of Service Industry experience

Preferred Experience/Qualifications
2 - 5 years of relevant HVAC service industry experience preferred
Strong experience in Microsoft Office Suite, Salesforce, and SAP
Bachelor's degree in Business Management or relevant field preferred


Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other federally protected class