HVAC Installation & Service Manager

Westland Distributing has been a leader in the Manufactured Housing industry for over 50 years. We distribute a full range of mobile home parts and outdoor living products that offer enduring quality, performance and customer satisfaction.  Our associates ensure consistent quality and performance with their skill, attitude and teamwork, allowing us to serve the residential and manufactured housing industry better than anyone. This is a family of over 800 dedicated associates working toward a common goal where the customer is at the center of every decision we make.

Westland Distributing is currently looking for a HVAC Installation and Service Manager  to join our team in our Phoenix, AZ  location.  In this role you will provide strategic leadership and direction to the Westland Installation & Service Team, overseeing the efficient coordination and management of MH specific HVAC system installations to ensure exceptional customer service delivery and support the company's growth objectives.

KEY AREAS OF RESPONSIBILITY:

• Lead and guide the Westland Installation & Services Team through the establishment of policies and procedures, regular communication, and support, optimizing the utilization of processes and technological resources, recruitment, and training of new team members, and fostering the growth and enhancement of existing staff members, with a focus on continual improvement and fostering a positive customer experience.
• Manage and supervise the installation process of MH (Manufactured Housing) specific HVAC systems, ensuring compliance with project timelines, quality benchmarks, and regulatory mandates, while also overseeing order entry and billing functions.
• Accountable for the team’s performance in consistently providing excellent customer service throughout the installation process, including coordination, scheduling, and invoicing activities.
• Monitors the progress of incoming orders through the workflow system and is proactive in resolving any issues to ensure our customer experience excellent service. 
• Provides leadership and direction to the team, fostering a culture of teamwork, accountability, and continuous improvement.
• Recommends improvements to existing processes or tools as issues arise or learnings are identified to ensure the team runs efficiently, productively, and effectively. Creates and implements new or revised policies and procedures based on learnings or changes in business. Communicates any processes changes to the General Manager and any other internal function.
• Runs, reviews, and analyzes systems reports on orders, calls, workload, billing, etc. to provide support for the team. Documents trends and statistics of the team’s efficiency and productivity. 
• Collaborate with branch locations, sales teams, and other functional leaders to address service-related issues promptly and to enhance overall customer satisfaction.
• Responsible for time approval, dealing with immediate associate issues, performance improvement coaching, and resolving time sensitive problems or questions.
• Maintains master files of products, pricing, workflow, training, and procedural information for the team’s operating procedures.
• Provides additional functional support as a member of the team in times of absence, vacation, or business surge.
• Maintain confidentiality of sensitive materials and issues.
• Responsible for Installation department P&L and actively participates in setting budgets and reviewing performance against them.
• Stays updated on industry trends, technological advancements, and regulatory changes related to MH HVAC systems and installation practices.
• Fosters a culture of safety, ensuring compliance with all relevant safety regulations and implementing measures to mitigate risks and hazard.

Requirements

REQUIRED KNOWLEDGE, SKILLS & ABILITIES: 

• A High school diploma or GED is required. Completion of a trade program in an applicable field preferred.
• Must be EPA 608 Certified.
• Minimum of four (4) years verifiable experience as an HVAC Technician 
• HVAC Contractor License required or ability to sit for your license within a 90 days of employment. 
• Prior work experience in a fast-paced environment that is process driven and customer focused.
• Proven leadership abilities with prior work experience in a supervisor and/or management role.
• Ability to quickly learn and master new systems and procedures.
• Committed to the strategic and operational direction of the business.
• Strong analytical skills with the ability resolve problems that support our customers and regional installation teams.
• Prior Service Industry Management / Project Management experience preferred. 
• Prior experience using Service Management Software (including order entry & customer database) and Microsoft Office products (Word, Excel, and Outlook).
• Detailed oriented with the ability to multi-task.
• Must have a full understanding of the service industry and what is needed to provide excellent customer service.
• Strong written and verbal communication skills with excellent follow-up skills.
• Positive attitude and always present themselves professionally to all contacts. 
• Demonstrates a customer service attitude and the ability to lead a team in that effort.
• Ability to follow directions, accept new responsibilities, dependable, reliable, and works with minimal supervision.
• Willing and able to work the hours necessary to support our customer base.

To learn more about our company please visit us at: https://westlanddistributing.com/

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.