Ohio/Kentucky HVAC/R Service Manager

The Service Manager is responsible for overseeing service operations within an assigned territory while ensuring high-quality support for customers, technicians, and internal teams. This role leads service performance, supports technician development, and works cross-functionally to maintain efficient operations and strong customer relationships The Service Manager embodies the company’s core values of Care, Collaboration, and Consistency by delivering reliable service solutions, fostering teamwork between departments, and ensuring a consistent and positive experience for both customers and employees. This position plays a critical role in maintaining operational performance, customer satisfaction, and sustainable territory growth. Key Responsibilities Territory & Customer Management Maintain, support, and strengthen relationships with customers, employees, vendors, and business partners within the assigned territory. Grow revenue, customer diversity, and active customer site count in partnership with the Business Development team. Establish and maintain professional relationships with customer administrators, field advocates, and internal leadership Identify customer technical needs and coordinate solutions with internal operational and administrative teams. Ensure contractual service expectations such as response times, service completion, and communication standards are met. Report and elevate product loss or critical incidents to leadership within required timeframes. Travel to customer locations as needed to address operational or technical concerns. Operational Leadership Lead daily service operations within the assigned territory while maintaining service quality and efficiency. Coordinate with dispatch to manage service schedules, priorities, and technician workload. Monitor operational metrics and identify opportunities for performance improvement, including: Refrigerant consumption Call volume Recurring technical issues Parts ordering and availability Dispatch efficiency Service call bundling Billing efficiency Ensure the territory operates in alignment with company operational standards and profitability targets. Support company initiatives aimed at improving operational performance and service delivery. Technician Leadership & Development Provide leadership, guidance, and technical support to field technicians. Monitor technician performance in key areas including technical ability, communication, professionalism, documentation quality, and time management. Conduct regular team meetings and one-on-one discussions to support training, performance improvement, and communication. Assist with recruiting, interviewing, onboarding, and training new technicians as territory growth requires. Promote a culture of safety, professionalism, and customer-focused service. Financial & Business Performance Work to achieve and maintain company gross margin targets for the assigned territory. Identify cost-saving opportunities and operational efficiencies. Review service quotes, proposals, and invoices when necessary. Generate estimates and bids for service projects or contract work when required. Support business development initiatives by identifying new service opportunities and expanding services with existing customers. Cross-Functional Collaboration Work closely with Regional Directors, Dispatch, Parts, Billing, and Business Development teams to support operational success. Coordinate with vendors and subcontractors to ensure proper support when needed. Collaborate with construction and special project teams operating within the assigned territory. Maintain communication with manufacturers and vendors regarding warranty issues, product recalls, and equipment performance concerns. Technical Responsibilities Maintain strong working knowledge of commercial refrigeration and HVAC systems. Provide technical troubleshooting support to field technicians when necessary. Support diagnostics and repairs related to: Walk-in coolers and freezers Reach-in refrigeration units Refrigeration rack systems and glycol systems Ice machines and refrigeration equipment Commercial rooftop units (RTU), split systems, and mini-split systems Energy Management Systems (EMS) Refrigeration control systems and electronic controllers Understand and assist with controller troubleshooting, programming, and replacement when required. Stay informed on equipment updates, programming changes, and technical developments impacting customer systems. Corporate Performance Goals Maintain strong service coverage within the assigned territory. Support development of a technician team capable of providing 24/7 service coverage. Expand service capabilities to support rapid response times throughout the territory. Achieve and maintain company profitability targets while maintaining service quality and customer satisfaction. Qualifications: Strong customer service and relationship management skills. 5 years’ or more Experience in commercial HVAC and refrigeration systems (required). Ability to troubleshoot refrigeration systems, EMS controls, and related equipment. Strong leadership, communication, and organizational skills. Ability to analyze operational data and implement performance improvements. Experience coordinating technicians, vendors, and service operations. Ability to work independently while collaborating across departments. Schedule: Full-time, Monday through Friday, 8:00 AM – 5:00 PM, with overtime asrequired. On-Call Requirements: Based on area needs. Work Environment & Physical Requirements: Work performed indoors and outdoors, with potential exposure to noise, dust, fumes, odors, gases, mechanical/electrical hazards, moving objects, sharp edges, and varying weather conditions. Manual dexterityrequired. Ability to sit, stand, walk, bend, stoop, reach, crouch, and occasionally climb stairs or ladders. Visual acuity sufficient to read printed and electronic materials. Ability to lift and/or exert force up to 50 pounds. Frequent driving of motor vehicles. Licenses & Certifications: EPA Universal Certification (required) Valid driver’s license with a clean driving record. Equal Employment Opportunity RSC Mechanical is an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees. RSC Mechanical is a full service maintenance, contracting and construction provider specializing in refrigeration, heating and cooling. RSC is a family owned and families run company headquartered in Clinton Township, Michigan with regional offices located in the Northeast and Southeast United States. Since our foundation, by Randy S. Chabot in 1988, we have perpetually worked to train, mentor and educate ourselves to be the best managers, mechanics and administrators in our field. The RSC family is constantly building each other up so we can achieve great things and provide for one another. This company was founded upon methods of operation that ensure our customers can maintain the freshest and highest quality products with the greatest efficiency. Our focus is service and we look forward to helping you service your customers. #J-18808-Ljbffr Rsc-Mechanical,-Inc.-