Head of Client Support Services

Service Department Director

Service Department Director Description
Kalamazoo Mechanical, Inc. is seeking a high?caliber Service Department Director to lead our commercial HVAC service division. As a key member of KMI's leadership team, this director will strengthen customer relationships, drive growth and workforce development, and ensure the division's profitability. KMI is a respected, growing mechanical contractor known for quality workmanship, long?term client relationships, and a strong commitment to investing in its people. Experience Requirements (Must Have)
Minimum of 5 years' experience as a manager of field service technicians (HVAC preferred)
Experience using service?industry software (dispatching, job costing, CRM, etc.)
At least 5 years' experience leading and managing subordinates
Customer?focused and growth?oriented mindset
Comfortable and proficient with common business technologies (MS Office, Excel, PCs, tablets)
Quoting and estimating experience for sizeable repair and replacement projects ($20,000+)
Preferred Experience
Hands?on field experience in a technical role
HVAC industry experience
Experience working in a small?business environment
Responsibilities & Expectations
Provide strong leadership, management, and business oversight for the Service Department
Communicate clear performance expectations to technicians and support staff
Ensure accountability and compliance through defined processes and training
Review cost budgets for service projects and maintenance agreements
Own and develop long?term customer relationships
Set team expectations, conduct performance reviews, and recommend compensation updates
Confidently engage in customer outreach, sales coordination, and business development efforts
Address customer complaints and apply technical knowledge to ensure satisfaction
Ensure smooth, timely, and effective internal and external communication
Review technician performance and efficiency using service?management software
Train and manage technician use of service software tools
Promote team cohesion, alignment, and morale
Plan and lead effective, well?run staff meetings
Ensure quality control through training, process improvement, inspection, and accountability
Leadership & Interpersonal Traits
Calm under pressure Service work is dynamic, with periods of heavy demand
Positive, can?do attitude There is a solution; supported by a strong leadership team, you will find it
High accountability Owns outcomes; supports the team publicly and coaches privately
Team player Strong leaders are also great listeners and collaborators
Process?oriented and solutions?focused When problems arise, systems are improved
Clear communicator Especially when giving direction, feedback, or setting priorities
Coaching mindset Invested in developing technicians, not just dispatching them
Fair and consistent Avoids favoritism and builds trust through consistency
Customer?savvy and diplomatic Especially when delivering difficult news
Adaptable Comfortable with changing priorities, schedules, and customer needs
Benefits

• Competitive salary: $110,000$140,000
• Company vehicle
• 401(k) and retirement plan
• Health insurance
• Health savings account (HSA)
• Flexible spending account (FSA)
• Paid time off
• Employee referral program

Compensation details: 110000-140000 Hourly Wage
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