Field Operations Manager

Field Operations Manager
Position Summary
The Field Operations Manager owns the performance, profitability, and people of our client's field organization. This is a leadership role first and an operator role second: you build and develop the Area Service Managers, Lead Technicians, and Fleet & Safety Manager who run the field, and you're accountable for the results those teams produce - safe work, quality installs and service, satisfied customers, and a healthy field P&L. You report to the COO and translate company strategy into field execution.
Key Responsibilities

People Leadership

• Lead, coach, and develop the Area Service Managers, Lead Technicians, and Fleet & Safety Manager; set clear expectations and hold that layer accountable.
• Own field hiring, onboarding, retention, and succession planning across ASMs, Leads, and technicians, ensuring a strong bench of talent at every level.
• Develop ASMs into strong people-managers, and create a clear path for technicians and Leads to grow into those roles.
• Establish and run a consistent field training program (technical skill, safety, customer service).
• Set the culture of the field organization - safety-first, accountable, and customer-focused.
• Drive continuous technical skill development across the field team, raising the bar on craftsmanship and first-time-fix quality.

Financial & Strategic Ownership (P&L)

• Own the financial performance of field operations - accountable for controllable margin, including labor productivity, overtime, rework, and direct field cost control.
• Partner with the COO on capacity and headcount planning to support growth targets.
• Review job-costing, utilization, and KPI trends to identify underperforming jobs, crews, or areas and drive corrective action.
• Contribute to revenue growth by ensuring technicians identify and flag additional customer needs for follow-up, while delivering the quality that earns repeat business.

Operational Execution

• Own field KPIs (utilization, first-time-fix, on-time arrival, callback rate, customer satisfaction) and the review cadence to improve them.
• Own field crew productivity and readiness, working closely with Dispatch to keep technicians efficiently deployed and service levels high.
• Own safety and fleet performance through the Fleet & Safety Manager - safety program, compliance, incident reduction, and vehicle fleet cost, maintenance, and utilization.
• Drive adoption of company systems and technology (field service software, mobile tools, reporting) for efficiency and visibility.

Qualifications

• 7+ years leading HVAC field/service operations, including experience leading and developing frontline supervisors.
• Deep hands-on HVAC technical expertise; serves as the field's technical authority for escalated troubleshooting and client meetings, account manager and estimator questions, parts clarifications, and review of repair procedures.
• Demonstrated accountability for controllable margin and cost performance in a field/service operation.
• Proven ability to build and develop high-performing teams through strong hiring, coaching, and retention.
• Strong operational discipline - runs the field by clear metrics and holds the team accountable to them.
• Solid grasp of HVAC code compliance, safety standards, and field service technology.
• Familiarity with multi-state HVAC licensing, permitting, and compliance requirements; ensures the field organization stays compliant across all operating states.

Success in the First 12 Months

• A stable, capable field leadership team is in place - ASMs, Leads, and the Fleet & Safety Manager operating to standard, with next-level talent being developed.
• Measurable gains in core field KPIs - utilization, first-time-fix, callbacks - and in controllable margin.
• A repeatable training and onboarding path exists for new techs, Leads, and ASMs.

Category Code: JN037, JN019
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Seniority Level: Mid-Senior