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).