Service Manager - Charleston, SC

Job Description

Job Description

Job Title:  Service Manager  

Department:  Operations  

Reports to:  General Manager  

FLSA:  Salary Exempt  

In Charge of:  Client Coordinator,   Service Coordinator, Service Supervisor, and Technicians

LOCATION: Charleston, SC

COMPANY BENEFITS

401k 5% match | Health Insurance | FSA |Dental Insurance | Vision Insurance | Community Service opportunities | Travel allowance | Company Phone | Counseling services | Financial planning services | Discount on your gym membership | Marriage retreats | Phone and Vehicle allowance

SUMMARY  

The Service Manager leads the Service Department to achieve operational and financial objectives while delivering high-quality service and fulfilling customer commitments.

The role is accountable for department profitability, labor utilization, service agreement performance, customer satisfaction, and employee development. The Service Manager builds and leads a capable, accountable team while ensuring effective planning, execution, and continuous improvement of service operations. 

Working closely with the General Manager, sales, projects, and other departments, the Service Manager supports customer retention, business growth, and the adoption of technologies and operating practices that strengthen TCS/Dynamiq’s service capabilities. 

PRIMARY RESPONSIBILITIES

1. Service Operations & Financial Performance 

• Lead department operations to achieve revenue, gross profit, labor utilization, productivity, and operating plan objectives. 
• Monitor financial performance, agreement profitability, work orders, staffing, and labor requirements; implement corrective actions as needed. 
• Ensure effective planning, scheduling, and execution of preventive maintenance, repairs, and service work. 
• Ensure timely job completion, documentation, closeout, and billing to support profitability and cash flow. 
• Maintain appropriate staffing, tools, equipment, systems, and resources to meet customer commitments. 
• Oversee purchasing practices, vehicle fleet management, and departmental cost control. 

2. People Leadership & Development 

• Lead, coach, develop, and retain service personnel while fostering accountability, teamwork, and customer service. 
• Establish clear performance expectations, provide regular feedback, conduct evaluations, and address performance concerns. 
• Recommend hiring, promotions, compensation changes, disciplinary actions, and terminations. 
• Maintain an active recruiting network and develop a pipeline of potential employees. 
• Identify technical and professional development needs and ensure appropriate training, certifications, and growth opportunities. 
• Ensure employees understand their responsibilities, have the resources to succeed, and take ownership of results. 

3. Customer Relationships & Agreement Performance 

• Ensure service agreements are executed in accordance with contractual commitments and quality standards. 
• Conduct new agreement start-up meetings and establish clear expectations for service delivery. 
• Monitor customer satisfaction, resolve escalated concerns, and maintain strong customer relationships. 
• Support agreement retention, renewals, price escalations, and customer salvage efforts in coordination with sales. 
• Identify service opportunities and communicate leads and customer needs to appropriate sales resources. 

4. Service Delivery, Quality & Safety 

• Ensure preventive maintenance, repairs, and service work meet company quality standards and customer expectations. 
• Conduct periodic field and preventive maintenance reviews to evaluate work quality and identify training needs. 
• Ensure technicians possess the technical capabilities required to fulfill customer commitments. 
• Promote a safety-first culture and ensure compliance with company policies and applicable safety requirements. 
• Ensure appropriate safety training, field inspections, incident reporting, and corrective actions. 
• Maintain compliance with applicable mechanical codes, industry standards, and company procedures. 

5. Organizational Collaboration & Dynamiq 

• Work with sales, projects, controls, and other departments to deliver coordinated customer solutions. 
• Ensure effective communication and handoffs involving customer requirements, service opportunities, project work, and resource needs. 
• Adopt and effectively use company technologies, systems, and operating procedures to improve service delivery and performance. 
• Develop employees’ understanding and use of new technologies and service capabilities. 
• Identify inefficiencies and implement improvements that strengthen productivity, quality, and customer outcomes. 
• Provide accurate operational reporting, performance analysis, and recommendations to the General Manager. 

KNOWLEDGE, SKILL, AND QUALIFICATIONS

Education & Experience 

• Associate or bachelor’s degree in a technical or business-related field preferred; equivalent industry experience may be substituted. 
• Extensive experience in commercial and industrial HVAC service operations. 
• Demonstrated experience leading service personnel and managing operational performance. 

Technical & Business Knowledge 

• Strong understanding of commercial HVAC systems, service operations, and applicable codes and standards. 
• Demonstrated ability to manage departmental profitability, labor utilization, costs, and operational performance. 
• Proficiency with service management systems, reporting tools, and related technologies. 

Leadership Competencies 

• Strong leadership, coaching, communication, and problem-solving skills. 
• Ability to establish expectations, address performance concerns, and hold employees accountable. 
• Ability to build productive relationships across departments. 
• Customer-focused, solutions-oriented approach; willingness to learn, adapt, and lead improvements. 

WORKING CONDITIONS

Work is performed in office environments, customer facilities, mechanical rooms, and construction sites. Duties may include walking job sites, climbing ladders, and working around mechanical and electrical equipment. Occasional evening, weekend, and emergency project support may be required. 

APPROVAL/ACKNOWLEDGEMENT

This job description describes the general nature and level of work performed and is not intended to be an exhaustive list of duties, responsibilities, or qualifications. Responsibilities may change based on business needs. 

Employment is at-will and may be terminated by either the employee or the company at any time, with or without cause or notice, subject to applicable law.