Field Service Operations Manager

At ACI we build our company and our culture not by counting people, but by making our people count!

$0.00 COST FOR MEDICAL, DENTAL, SHORT TERM DISABILITY & LIFE INSURANCE (EMPLOYEE ONLY) COVERAGE!

Atlantic Constructors is seeking dynamic, motivated, career minded individuals to join our expanding team! Atlantic Constructors has been recognized as an industry leader in the Mid-Atlantic Region for over 50 years.

Benefits:

• Medical Insurance Plan ($0.00 Employee-Only)
• Dental Insurance Plan ($0.00 Employee-Only)
• Short-Term Disability Plan ($0.00 Employee-Only)
• Life Insurance Plan ($0.00 Employee-Only)
• Vision Insurance Plan
• 401(K) Retirement Plan with Generous Company Matching
• Health Savings Plan with Generous Company Matching
• Wellness Programs

Atlantic Constructors offers competitive benefits, for more information check out our on our website Acibuilds.com
The opportunity

ACI's service business earns customer trust every day through the work of its people. We're looking for a Director of Service Operations to lead our Service Managers across Virginia and North Carolina, oversee dispatch and training, and help build teams that deliver dependable service and want to stay.

This is a hands-on leadership role. You'll develop managers, remove obstacles that slow the field down, strengthen the connection between dispatch and technicians, and help customers get service they can count on. We're looking for someone with deep mechanical service experience who leads by following through.
What you'll own

The team. Lead, coach, and hold accountable the Service Managers in Virginia and North Carolina. Set clear expectations for communication, responsiveness, safety, and follow-through. Develop supervisors, technicians, and dispatch personnel, and build succession plans for key roles.

Service delivery and dispatch. Oversee dispatch operations across markets. Ensure the team has the staffing, training, processes, and information to schedule work effectively and keep customers informed. Monitor response times, schedule adherence, technician utilization, work order status, and handoffs between office and field. Prioritize emergency work while protecting planned maintenance and existing commitments.

Field and technical support. Serve as a practical resource on complex HVAC, plumbing, piping, chiller, boiler, and central plant work, as well as the staffing and customer issues that accompany it. Improve field planning, work order completion, documentation, and quality.

Training and workforce development. Own the service division's training strategy. Assess skill gaps, create development paths from apprentice to future leader, and coordinate technical, manufacturer, safety, dispatch, and leadership training. Measure results through safety performance, first-time resolution, callbacks, productivity, and retention.

Business performance. Partner with the VP and Service Managers on budgets, forecasts, staffing plans, and operating priorities. Monitor revenue, margin, labor productivity, utilization, callbacks, maintenance agreement performance, and open work orders. Help managers identify problems and carry out improvements.

Safety. Make safety a visible, daily leadership responsibility. Coach leaders to plan work safely, recognize hazards, stop unsafe work, and follow through on incidents, near misses, and corrective actions. Demonstrate a strong personal safety record and sound judgment in the field.

Customer relationships. Support managers with key accounts and customer escalations. Make sure commitments are realistic, communicated to dispatch and field teams, and fulfilled.
What you bring

• 25+ years of experience in commercial or industrial mechanical service, field operations, or closely related work.
• Progressive leadership experience in field management and service operations.
• Experience leading managers and multiple teams across locations or markets.
• Experience overseeing service dispatch, scheduling, or closely coordinated field operations.
• A record of developing technicians, coaching managers, and building effective field training.
• Strong knowledge of mechanical service operations, labor planning, customer service, safety, and financial performance.
• The ability to interpret service reports, estimates, financial results, and operational metrics and act on them.
• Strong communication, problem-solving, and organizational skills.

Preferred qualifications

• 15+ years of management experience, including field management and service operations management.
• Virginia Master HVAC and Master Plumbing licenses, or equivalent master-level credentials relevant to the role.
• Experience building technical training and leadership development programs.
• Experience serving complex facilities, mission-critical environments, or data centers.
• A documented record of strong safety leadership.
• Additional trade licenses, manufacturer training, technical certifications, or safety credentials.

Travel and driving

You'll travel regularly between branches, jobsites, and customer locations across Virginia and North Carolina, with occasional overnight travel. A valid driver's license and eligibility to operate a company vehicle are required. You must follow applicable company fleet, telematics, camera, distracted-driving, and driver safety policies and promptly report any change that affects your driving eligibility.
Why ACI

At ACI, leadership shapes culture. We expect leaders to be fair, follow through, address problems directly, and develop managers who do the same. Success in this role means Service Managers have the support to lead strong teams, dispatch and field operations work in sync, training builds real skill and safer habits, and employees see a future worth staying for.

Visit us for more information!

Final compensation will be determined based on applicable experience, education, licensure, skills, and other relevant factors

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

An Equal Opportunity/Affirmative Action Employer