Head of Service Management

We are looking to add a Service Manager to our Commercial Service Team based out of Stratford CT.
The Service Manager runs a technician team of 715 and owns its productivity, quality, and revenue. Success is measured by team effectiveness. This manager must maintain team morale, complete performance reviews, and ensure safety is always top priority.
Core Responsibilities

Own the team's numbers: team effectiveness matrix, margin, revenue, and where the team stands against plan at any point.
Manage labor efficiently: shift technicians daily to match call type and capacity; decide same-day repair vs. follow-up; eliminate repeat trips and supply inefficiencies.
Lead from the field: work in the field weekly with top-half technicians; coach, check quality, find opportunity on site.
Develop technicians: hire, train, develop, and discipline the team; build tier advancement plans; develop the bench for growth.
Teach how to quote: coach technicians on quoting from the field, talking to customers, closing work in the moment.
Own field quality: enforce first-visit completion, close-out on site, parts/PO process, safety, and vehicle standards. Treat every callback as a coaching event.
Manage relationships: serve as escalation point and relationship owner; review invoices before they reach customers.
Quotes: decide what gets quoted in field vs. internally; review large quotes before sending to customer.
Manage after-hours: build the on-call rotation, back up the on-call technician as the escalation point; centralized dispatch runs the calls and review performance.
Pricing: full authority on work quoted by the team, including below-margin approvals. Own the resulting margin.
What Success Looks Like

Team effectiveness matrix improves (utilization, callbacks, first-visit completion, ticket quality, margin per tech, on-site hours vs. travel).
Margin and revenue targets hit; Service Manager knows standing before month-end.
Tickets are good enough to quote from; bouncebacks are rare.
Technician productivity and billable utilization improve year over year.
Technicians quote confidently; in-the-moment closes climb. Turnover is low.
Service Manager spends field time coaching, not firefighting.
Qualifications

Commercial HVAC service background; technical depth to judge repair quality and coach diagnostics.
Proven ability to hire, develop, hold a standard, and handle performance issues directly.
Commercial instinct: comfortable with pricing, margin, labor cost; able to teach quoting.
Organized enough to run daily labor plans; disciplined enough to keep a weekly field cadence.
Customer-facing; can own and recover a service relationship.
Comfort with ServiceTitan or comparable field service platform.
Eligibility Requirements:

Valid drivers license.
Employment/education will be verified.
Applicants must be currently authorized to work in the United States on a full-time basis
Encon is a drug free workplace and requires post-offer pre-employment drug testing.
Physical Requirements:

Ability to lift and carry up to 50 lbs regularly and up to 100 lbs occasionally.
Frequent standing, bending, kneeling, and climbing.
Ability to work in confined spaces and at various heights.
Comfortable working in varying temperatures and weather conditions.
Manual dexterity to handle tools and small parts.
Ability to operate power tools and heavy equipment safely.
Strong hand-eye coordination and balance.
Capacity to wear personal protective equipment (PPE) as required.

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