Service Manager

Position Summary

The Service Manager is responsible for leading service operations, developing and mentoring field technicians, ensuring exceptional customer service, driving profitability, and supporting business growth. This role serves as the primary liaison between field operations and the Operations Center, ensuring work is executed safely, efficiently, and in alignment with customer commitments and company objectives.

Key Responsibilities

Leadership & Team Development

• Provide day-to-day leadership and support to field personnel to ensure technical competency and performance excellence.
• Foster a culture of accountability, safety, teamwork, and continuous improvement.
• Deliver on customer commitments in a professional, responsive, and timely manner.
• Identify, develop, and mentor future field leaders.
• Establish clear reporting structures, workflows, and chains of command.
• Set performance expectations and provide ongoing coaching to Lead Technicians.
• Maintain regular communication with field teams to stay informed of operational needs and challenges.

Operational Management

• Collaborate daily with the Operations Center to:
• Plan workloads and schedules
• Delegate assignments
• Organize resources
• Prioritize service activities
• Ensure proper staffing, tools, materials, systems, and procedures are in place to support efficient field operations.
• Manage preventive maintenance programs, emergency service calls, and demand service (spot) calls.
• Support new customer start-ups and service implementation activities.

Customer Relationship Management

• Maintain strong customer relationships through consistent service execution.
• Ensure preventive maintenance standards and service quality expectations are met.
• Respond effectively to customer concerns, service issues, and emergencies.
• Communicate customer feedback, contract changes, and service concerns to management.

Financial Performance & Profitability

• Drive gross profit performance across the service department.
• Utilize Agreement Performance Reports (APRs) and other operational metrics to monitor account performance.
• Analyze cost variances and implement corrective actions when necessary.
• Support annual planning and quarterly forecasting activities.
• Assist in forecasting labor requirements, fleet needs, and resource allocation.

Talent Acquisition & Workforce Planning

• Actively recruit, interview, and hire qualified Service Technicians.
• Maintain a strong talent pipeline to support business growth and service demand.
• Work toward maintaining a minimum service technician bench to ensure operational flexibility and responsiveness.

Training & Development

• Train, coach, and develop Service Technicians and field leaders.
• Encourage problem-solving and critical thinking among team members.
• Design and implement programs that improve individual and team capabilities.
• Partner with operations leadership to reinforce safety policies, procedures, and compliance requirements.

Sales & Business Support

• Identify and provide qualified sales leads to the sales team.
• Assist with site surveys, customer assessments, and project verification meetings.
• Support customer retention and growth initiatives.

Systems, Compliance & Process Management

• Review and improve operational procedures and service processes.
• Maintain a thorough understanding of customer contracts and service obligations.
• Serve as a subject matter expert in company quoting and service management systems.
• Ensure all documentation, reporting, and administrative tasks are completed accurately and on time.

Inventory & Resource Management

• Partner with Operations leadership to manage equipment, tools, materials, and inventory.
• Monitor utilization and control costs while supporting efficient field operations.
• Ensure technicians have the resources necessary to perform work safely and effectively.

Special Projects

• Lead or participate in special assignments and strategic initiatives as directed by the General Manager.
• Support organizational objectives beyond normal daily responsibilities as business needs evolve.

Qualifications

Required Skills & Competencies

Technical Expertise

• Strong HVAC/service industry technical knowledge.
• Ability to evaluate repair versus replacement recommendations.
• Understanding of technician skill requirements, workforce planning, and field operations.

Leadership

• Proven ability to lead, motivate, and develop teams.
• Experience mentoring technicians and building future leaders.
• Strong decision-making and accountability skills.

Communication

• Excellent verbal and written communication skills.
• Ability to effectively communicate with customers, technicians, operations personnel, and leadership.
• Strong conflict resolution and customer service capabilities.

Planning & Organization

• Exceptional time management and prioritization skills.
• Ability to coordinate personnel, materials, and schedules in a fast-paced environment.
• Strong attention to detail and operational execution.

Financial Acumen

• Understanding of service department profitability, budgeting, forecasting, and cost control.
• Ability to analyze operational metrics and drive performance improvements.

Preferred Qualifications

• Previous experience managing service operations in HVAC, mechanical, building services, or related industries.
• Experience with workforce planning, technician development, and recruiting.
• Knowledge of preventive maintenance programs, service agreements, and field service operations.
• Proficiency with service management, dispatching, and quoting software systems.

Why Join Us?

• Lead a high-performing service team.
• Make a direct impact on customer satisfaction, operational performance, and business growth.
• Opportunity to develop future leaders and shape the success of the service organization.
• Collaborative environment focused on safety, quality, and continuous improvement.