Field Service Operations Manager "Commercial HVAC/Plumbing"

Job Description

Job Description

FIELD OPERATIONS MANAGER

POSITION SUMMARY

The Commercial Service Operations Manager is responsible for leading the daily operations, field execution, customer experience, and financial performance of the commercial service department for a mechanical contractor. This role oversees service technicians, dispatch coordination, maintenance agreement execution, vendor support, and operational processes to ensure safe, efficient, profitable, and high-quality service delivery across HVAC, plumbing, and mechanical service work.

KEY RESPONSIBILITIES

· Lead, coach, and develop commercial service technicians, service coordinators, dispatchers, and support staff to meet company standards for safety, quality, productivity, and customer service.

· Manage daily service operations, including scheduling, dispatch priorities, emergency response, maintenance agreement execution, quoted repairs, and technician assignments.

· Ensure technicians have proper tools, truck stock, inventory, safety equipment, and vendor support needed to complete work efficiently.

· This position requires roughly a 70/30 Field/Office split of your time for each week

· Maintain a rolling three-day look-ahead schedule to align labor, materials, customer commitments, and service priorities.

· Partner with field technicians to review job notes, diagnostics, estimates, work orders, check-in/check-out procedures, and documentation quality.

· Support technician training, ride-along, performance reviews, technical development, and accountability for company procedures.

· Coordinate manpower needs between service, retrofit, construction, and project teams to maximize utilization and support customer commitments.

· Drive customer satisfaction by resolving escalations, communicating job status clearly, and ensuring timely completion of service work.

· Review service performance metrics, including revenue, gross margin, labor utilization, maintenance completion, callback rates, response time, quoted repair conversion, and customer satisfaction.

· Maintain strong relationships with vendors, manufacturers, suppliers, subcontractors, and internal departments to support service delivery.

· Promote a servant-leadership culture focused on accountability, professional development, communication, and continuous improvement.

· Ensure compliance with company safety policies, code requirements, licensing expectations, documentation standards, and industry best practices.

REQUIRED QUALIFICATIONS

· Minimum of 7 years of commercial mechanical, HVAC, plumbing, or service operations experience, with progressive leadership responsibility preferred.

· Strong technical understanding of commercial HVAC, mechanical systems, service diagnostics, maintenance practices, and repair processes.

· Proven ability to lead field personnel, manage dispatch priorities, coach technicians, and hold teams accountable to operational goals.

· Experience managing service financials, including labor productivity, gross margin, job costing, estimates, maintenance agreements, and service revenue.

· Excellent communication, customer service, conflict-resolution, and problem-solving skills.

· Working knowledge of service management software, work order documentation, mobile technician tools, and reporting systems.

· Valid driver’s license and ability to travel to customer sites, job locations, and field operations as needed.

PREFERRED QUALIFICATIONS

· Industry certifications, trade licenses, manufacturer training, OSHA training, or equivalent technical credentials.

· Journeyman-level mechanical, HVAC, refrigeration, or plumbing background.

· Experience with commercial maintenance agreements, quoted repairs, retrofit coordination, and customer account support.

· Background working for a mechanical contractor, commercial service contractor, or facilities service provider.

SUCCESS MEASURES:

· Technicians are prepared, supported, trained, and held accountable for safe, professional service delivery.

· Service calls, maintenance agreements, and quoted repairs are completed on schedule and within expected profitability targets.

· Customers receive timely communication, quality workmanship, and consistent follow-through.

· Dispatch, field operations, parts, vendors, and office teams are aligned around current, next, and upcoming service priorities.

· The service department demonstrates measurable improvement in productivity, documentation accuracy, customer satisfaction, and employee development.