Job Title : Service Operations Manager
Client Benefits
- Competitive salary with performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) with company match.
- Generous paid time off and holidays.
- Professional development and growth opportunities.
- Relocation assistance available.
About the Role
We are seeking a Service Operations Manager to lead and manage our field supervisors and technician teams, ensuring exceptional service delivery, operational efficiency, and customer satisfaction. This role requires strong leadership, industry expertise, and a proactive approach to optimizing service performance, safety, and profitability.
Key Responsibilities
Team & Operations Management :
Oversee field supervisors and technicians to ensure high-quality service and contract compliance.Mentor service technicians and supervisors to enhance performance, leadership, and technical skills.Manage dispatch operations to ensure prompt service responses and customer satisfaction.Oversee after-hours service operations to maintain contractual compliance and superior response times.Monitor and optimize field operating costs while maintaining efficiency and profitability.Customer Relations & Service Performance :
Ensure field technicians represent the company’s capabilities and enhance its reputation.Investigate and resolve serious customer complaints, implementing corrective actions as needed.Develop and implement customer service processes to improve satisfaction and response times.Assist sales teams with site surveys, service contract reviews, and cost estimates.Compliance & Safety :
Promote and enforce safety programs and OSHA compliance.Implement processes to manage hazardous materials, including refrigerant and oil disposal.Ensure service fleet, uniforms, and tools are well-managed and compliant with regulations.Strategic Growth & Workforce Development :
Plan and staff key service positions to align with department demands.Develop training and career growth opportunities for service teams to improve workforce capabilities.Identify and implement new methodologies and technologies to enhance service operations.Financial & Subcontractor Oversight :
Monitor service contract performance and profitability for maintenance agreements, quoted service work, and T&M projects.Manage service subcontractors and address any performance issues.Assist with invoicing, accounts payable, and accounts receivable as needed.Qualifications
Required Skills & Experience :
Extensive experience in HVAC service operations, including supervisory / leadership roles.Strong understanding of industry standards, processes, and best practices.Excellent communication, leadership, and problem-solving abilities.Proficiency in Microsoft Office; experience with COINS software is highly desirable.Strong knowledge of OSHA regulations and workplace safety standards.Ability to manage budgets, optimize costs, and enhance profitability.Education & Certifications :
High school diploma required; additional certifications in HVAC, business management, or related fields are a plus.OSHA certification preferred.Why Join Us?
Leadership Role : Play a key role in driving operational excellence and team development.Competitive Pay & Benefits : Attractive salary, healthcare, and retirement plans.Career Growth : Opportunity for professional development and leadership training.Impactful Work : Directly contribute to service quality and customer satisfaction.Schedule & Travel :
Full-time position with occasional travel (10% required).
