Specialty Service Operations Manager

Position Summary: The Specialty Services Operations Manager oversees a multi-disciplinary team and may vary based upon project need. This includes HVAC hygiene and filter installation technicians, industrial janitorial workers, pressure washers, and more. The operations manager works to ensure that customers receive outstanding services and solutions from The Budd Group. This role is responsible for achieving sales and profit margin goals, driving operational efficiency, and ensuring exceptional customer satisfaction. The Specialty Services Operations Manager partners with colleagues and collaborates closely with the Specialty Services Branch Manager to assess customer needs and develop tailored strategies for meeting service, sales, and operational objectives. Specific responsibilities aligned with HVAC-related services include managing planned maintenance schedules, service team coordination, installation of IAQ products, and CMS system utilization.  Objectives: Anticipate workflow and demand, adjusting schedules and routes to ensure optimal coverage when and where needed. Manage budgets for HVAC projects, ensuring they align with established business goals and objectives. Prepare for increased sales demand, ensuring the branch has adequate stock and labor to meet requirements. Analyze program risks, generating reports to guide the Branch team in overcoming challenges. Conduct safety inspections, monitor the use of HVAC tools and equipment, and coach associates on safe work practices. Audit HVAC services for compliance, quality standards, and customer satisfaction. Duties and Responsibilities:This position focuses on managing, directing, and developing all quality initiatives related to customer relations and service management in the HVAC sector, including but not limited to: Hire, train, and coach HVAC technicians, ensuring they receive proper certification and training. Oversee daily execution of service routes, including customer interactions and work schedules. Manage logistics for HVAC accounts, ensuring proper routing and timely service delivery. Monitor and control daily inventory of supplies, tools, HVAC parts, vehicles, and PPE. Coach technicians daily through the check-in process, ensuring high service standards and performance. Manage audits, reconciliations, and compliance with company standards for HVAC services. Ensure the accuracy and timeliness of daily invoices and reports. Promote continuous improvement in sales opportunities, customer service, and service delivery. Maintain recurring revenue streams and execute strategies for route business expansion. Ensure 100% completion of quarterly customer contacts, audits, and follow-up assessments. Drive upselling efforts for new HVAC products and services. Oversee routine maintenance schedules for company vehicles and equipment. Support the sales culture within the organization, fostering collaboration and customer relationships. Champion safety protocols, employee development, and operational excellence. Foster an empowered and self-directed team environment. Ensure compliance with all company policies, industry regulations, and safety standards. Requirements: Bachelor’s Degree or equivalent managerial experience in HVAC or related fields. Willingness to travel locally (approximately 70%) for field operations. Proven ability to manage and maintain a recurring revenue stream. Clean driving record required. Strong customer service skills with excellent communication abilities (written, verbal, and presentations). Independent, ethical work approach with strong decision-making capabilities. Skilled at analyzing sales opportunities, assessing customer needs, and developing tailored solutions. Expertise in developing and optimizing route structures for service delivery and account growth. Excellent leadership, interpersonal, and motivational skills. Detail-oriented with superior problem-solving, conflict management, and organizational abilities. Ability to interpret performance data and utilize tracking mechanisms to optimize operations. High-energy, multitasking capabilities with a proactive approach to work.