District Office Supervisor

Company Overview

ThermalNetics, LLC is a growth company that was founded in 1972. Our corporate focus is "creating more comfortable and healthy indoor environments by providing innovative HVAC solutions". In striving to provide the most economical owning experience for the end-user, we provide equipment, parts, and services to ensure the air we breathe in our schools, hospitals, commercial buildings, etc. is something that will allow us all to live happier, healthier, and safer lives. We also do all we can to give people the chance to grow. Our employees enjoy working at a place that offers a small company environment with big company objectives. You'll be challenged to innovate, encouraged to apply your knowledge, and be well-rewarded for results.

Location: Auburn Hills, MI (Onsite)

Summary

As the District Office Supervisor at ThermalNetics, you will serve as the leader for the end-to-end customer experience, ensuring every interaction reflects our commitment to quality and responsiveness. You will provide leadership to the operations team which includes overseeing the fulfillment process for work sold by Service Sales Representatives to ensure that customers' requirements are met, ensure that we are creating an unrivaled customer experience, revenue and profit objectives are achieved, and operational efficiencies are delivered.

What you will do:

• Directs the entry of all information and maintains information in relevant databases and platforms. This includes work orders, new customer information, and technician hours for billing purposes.
• Supports sales through involvement in job quotation and estimation. Approves estimates for scope of work, labor hours and material content, assesses profit risk of jobs, controls material and labor cost and provides feedback to the VP of Parts & Service.
• Serve as the primary internal advocate for the customer's service experience from intake to resolutions. Ensure customer touchpoints, calls, emails, scheduling and follow up are handled promptly, professionally, and empathetically.
• Proactively communicate with customers on scheduling, technician ETA, work status, and next steps. Respond to customer concerns and inquiries in real time, escalating when necessary.
• Review incoming and completed service orders for accuracy, completeness, and follow-up requirements. Ensure all service notes, part orders, and billing details are clearly documented and communicated.
• Ensure that maintenance contract commitments are fulfilled and inspections completed on time. Provides input to Coordinators (dispatchers) on scheduling activity of technicians and works with District Service Manager in identifying and communicating technician dispatching strategy to Coordinators. Manage daily workload distribution and help resolve scheduling conflicts or delays.
• Working in coordination with the management team, provide regular updates, and escalate real time support for service related issues.

Qualifications:

• Associates Degree or equivalent experience required
• 2-4 years of people leadership experience preferred
• Previous experience with the suite of Microsoft Office products as well as with CRM.
• Excellent leadership and customer service skills
• Strong written and verbal communication skills
• Ability to remain calm and solution oriented in a fast pace environment
• Ability to travel 10%

Benefits:

ThermalNetics offers the following benefits for this position, subject to applicable eligibility requirements:

• Multiple medical insurance plan options + dental and vision insurance
• 401K retirement plan with employer contributions matching 100% of the first 3% of employee contributions and 50% on the next 2% of employee contributions
• Company provided life insurance + optional employee-paid voluntary life insurance, dependent life coverage, and voluntary accident coverage
• Short-term and long-term disability
• 3 weeks of paid time off for new employees + 11 company-paid holidays
• Vacation accrues on a monthly basis, unless applicable federal, state, and local law requires a faster accrual
• Paid sick time in accordance with the federal, state, and local law
• Paid parental leave and tuition reimbursement after 6 months of continuous service

The typical annual base salary for this position ranges from $70,000 - $100,000 in Michigan. The range displayed represents the pay range for all positions in the job grade which this position falls. Individual base pay will depend on a wide range of factors including your skills, qualifications, experience, and location.