Service Manager

Cleaver-Brooks Sales and Service seeks an experienced Service Manager to lead operations in Grandview, MO. This hands-on leadership role directs a team of mechanics, technicians, and welders delivering installation, repair, maintenance, and 24/7 emergency response for commercial and industrial boilers. The Service Manager balances technical excellence, safety, team development, profitability, and customer experience while driving territory revenue, margin, and utilization goals. Strong multi-tasking, problem-solving under pressure, and relationship-building skills are essential.


Key Responsibilities

Field Operations & Dispatching Management

• Direct and supervise daily crew scheduling, dispatching, and job flow management—including manpower allocation, material availability, and coordination with other offices when needed.
• Organize and manage 24/7 on-call technician rotations to ensure rapid, technically sound responses to boiler emergencies and critical low-steam situations at customer facilities.
• Verify that field teams are properly prepared with the correct diagnostic tools, safety equipment, replacement parts, and documentation before arriving on site.
• Coordinate site inventory needs with the parts associate; review and approve requisitions while protecting job margins and minimizing stockouts.

Technical Quality, Safety & Regulatory Compliance

• Enforce strict safety standards: review JSAs and safety audits, conduct field inspections and ride-alongs, and ensure compliance with OSHA, hazardous energy control (LOTO), confined space entry, and all site-specific requirements.
• Coordinate with internal Quality Control team to oversee National Board and ASME Code "R" stamp repairs, ensuring all welding and pressure vessel work fully complies with applicable state laws and inspector requirements.
• Maintain high standards of technical quality through review of combustion reports, burner tuning, emissions data, and overall workmanship on every job.
• Proactively manage team safety credentials, required training, and certifications needed for access to customer sites across the territory.

Financial Coordination, Job Costing & Profitability

• Develop accurate proposals and quotes based on customer needs and field technician assessments for equipment repair, retubing projects, and component replacements.
• Closely monitor ongoing job costs, labor hours, utilization rates, per diem, and material usage against estimates. Proactively identify margin slippage and pursue PO increases or additional POs before jobs are completed.
• Daily review of service tickets, job status, and all supporting documentation (photos, receipts, preventative maintenance/welding paperwork, combustion reports) for technical accuracy, completeness, correct time/material entry, and proper signatures—ensuring everything is billing-ready.
• Approve jobs for transition to "Ready to Invoice" status only after confirming all costs (hours, parts, materials, per diem, etc.) are correctly entered in system and align with the approved estimate or proposal.
• Track and report on KPIs, job margins, current jobs status, and territory performance; provide weekly updates to the General Manager covering job status, manpower schedule, system data, and service/sales discussions.

Team Leadership, Development & Accountability

• Identify hiring needs, screen candidates, participate in interviews, and onboard new technicians and support staff in partnership with HR and operations leadership.
• Assess team skill levels, identify training and development needs, and schedule technical training on controls, burner management systems, and other critical competencies to advance technicians toward higher proficiency levels.
• Set clear individual and team goals, communicate expectations, provide coaching and feedback, and hold team members accountable—including formal documentation and progressive discipline when warranted.
• Build a positive, unified team culture focused on safety, quality, customer service, and continuous improvement. Lead regular roundtable discussions and recognize strong performance.
• Manage tool cage processes (sign-out/in accountability), coordinate vehicle and equipment maintenance/calibration needs, and ensure proper care of company assets.

Customer Experience & Business Development

• Serve as a visible, trusted face of Cleaver-Brooks to customers. Conduct proactive site visits, introductory meetings, and relationship-building activities that go beyond the initial sales interface.
• Handle customer concerns and conflicts professionally and promptly; escalate to the General Manager only when necessary while protecting the customer relationship.
• Collaborate closely with the sales team—sharing job updates, leads, and opportunities discovered in the field to grow Cleaver-Brooks wallet share across service, parts, rentals, and projects.
• Champion the "Closer to Customer" philosophy by delivering best-in-class experiences that earn loyalty and position Cleaver-Brooks as the customer's sole provider for all boiler needs.

Daily, Weekly & Monthly Rhythm

• Daily: Review schedule/job status accuracy and job coding; audit all submitted paperwork for completeness and quality; monitor current jobs and resolve road blocks; follow up on purchase order increases; coach on documentation and safety.
• Weekly: Align resources and schedule with team; complete billing reviews promptly; meet with sales on opportunities; review safety/driving scorecards and on-call; lead team roundtables; conduct strategic customer site visits.
• Monthly: Reconcile job status and month-end; review vehicles/tools/monitors for maintenance or recalibration; assess territory KPIs and SMART goals; support hiring pipeline when roles are open.

Qualifications

Education

• High School diploma or equivalent is required. Technical degree, vocational certificate, or equivalent training in mechanical, electrical, boiler systems, or a related field is strongly preferred.

Experience

• Minimum of 5 years of direct, hands-on experience as a commercial or industrial boiler service technician, with strong electrical troubleshooting and controls capabilities on steam and hot water systems.
• At least 2 years in a supervisory, lead technician, service coordinator, or equivalent leadership role is preferred. Candidates with 7–10 years of progressive boiler service experience and demonstrated leadership success will be highly competitive.

Technical Knowledge & Skills

• Practical familiarity with major industry boiler brands (Cleaver-Brooks experience highly valued) and control platforms.
• Working knowledge of combustion analysis, burner management, and pressure vessel repair procedures.
• Understanding of ASME Code, National Board "R" stamp requirements, and state boiler inspection regulations is a strong plus.
• Proficient in Microsoft Office Suite (Outlook, Word, Excel, Teams). Experience with IFS or similar job management/ERP systems is a significant advantage.

Core Competencies & Other Requirements

• Exceptional organizational skills with the ability to multi-task, prioritize competing demands, and maintain precision under time pressure.
• Strong written and verbal communication skills; comfortable translating technical details for customers and providing clear direction to team members.
• Proven leadership presence: ability to coach, motivate, set expectations, and hold a team accountable while fostering a positive, collaborative culture.
• Valid driver’s license with a clean, insurable motor vehicle record (MVR) is strictly required.
• Willingness and ability to work flexible hours—including after-hours, weekends, holidays, and emergency on-call rotations—as well as occasional domestic travel.
• Ability to work independently with minimal direct supervision while effectively leading others. Comfortable transitioning between office, shop, and industrial job site environments (which may include dusty, hot, or hazardous conditions per customer site requirements).

What We Offer


Competitive salary and a comprehensive benefits package including medical, dental, and vision insurance; maternity support and virtual physician visits; voluntary critical illness/hospital/accident coverage; FSA/HSA options; life, short-term, and long-term disability insurance; cash-matching 401(k); EAP; pet insurance; employee discounts; tuition assistance; and generous PTO with 11 paid holidays.


Cleaver-Brooks Sales and Service is committed to fostering a safe, professional, and rewarding workplace where team members can build meaningful careers while delivering best-in-class service to our customers. We value quality, integrity, and customer loyalty above all else.


Cleaver-Brooks Sales and Service is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.


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Any salary estimation specified in this job board may or may not be aligned with our organization’s pay philosophy. Apply to connect with a Talent Acquisition Partner who can provide you with more details!

Equal Opportunity Employer


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