ABOUT RAPIER RAPIER

is a Rockwall-based commercial and industrial contractor delivering electrical construction, service, controls and maintenance across Dallas-Fort Worth. We are expanding into a full MEP contractor with a new Mechanical Division. We hire people of good character and integrity, and we run the business on three pillars: Risk Mitigation (safety, legal, financial), High Team Member Satisfaction, and High Customer Satisfaction.

THE ROLE

The Service Manager owns our service call process from the first customer call to a clean, billable closeout. You will run job setup, scheduling and dispatch for our Electrical Service and Mechanical service teams, make sure every job is documented correctly, and hand complete closeouts to our Service Account Managers for billing. You are the hub between customers, technicians, Service Account Managers and division leadership, and the reason customers call RAPIER first.

WHAT YOU'LL DO

Job setup: Take incoming service requests, confirm scope, site and billing details, and set up jobs correctly in our field service/job management system (Knowify). Schedule & dispatch: Build and run the daily and weekly service board across electrical and mechanical techs. Match the right tech, skills, parts and truck to each call. Handle emergency calls and after-hours coverage.

Field documentation:

Hold technicians accountable for complete, accurate job notes, photos, labor and material entries in Knowify before any job is closed.

Closeout review:

Review every closed service ticket for accuracy and billability, fix gaps with the tech, and pass clean tickets to the Service Account Manager for billing approval within one business day.

Customer communication:

Keep customers updated on ETAs, status and follow-up work. Own service complaints until resolved. Safety & compliance: Confirm techs are dispatched with the right PPE, permits, LOTO and JSA expectations. Stop work that is not safe. Performance & reporting: Track and report weekly service KPIs (response time, closeout time, billing lag, callbacks, tech utilization) to the COO and division leaders.

Process improvement:

Improve service SOPs, dispatch rules and system setup as we grow electrical and mechanical service.

WHAT YOU BRING

(REQUIRED) 5+ years in commercial/industrial service operations (electrical and/or HVAC/mechanical). 2+ years leading technicians, dispatch or a service desk. Hands-on experience scheduling and dispatching in a field service platform (Knowify, Simpro, ServiceTitan, BuildOps or similar). Working knowledge of electrical service (low/medium voltage, controls) and HVAC/mechanical service, enough to judge scope, labor and materials on a ticket. Strong written and verbal communication. Calm, organized and decisive under emergency-call pressure. Proficient in Microsoft 365 (Teams, Outlook, Excel, Planner). Valid Texas driver's license and insurable driving record. Ability to pass a pre-employment drug screen and background check.

NICE TO HAVE TDLR

Journeyman or Master Electrician license, or EPA 608 certification. OSHA 30 (OSHA 10 required within 90 days of hire). Experience growing a service department or launching a new service line. Bilingual English/Spanish.

WHAT WE OFFER

Competitive base salary plus annual performance bonus. Company vehicle, fuel card, phone and laptop. Benefits package (details provided at offer). A leadership seat in a growing MEP company with real room to build the service operation.

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS

Primarily office-based in Rockwall with regular job-site visits across DFW. Must be able to wear required PPE and safely walk active commercial/industrial job sites, including stairs and uneven surfaces. Periodic after-hours and on-call availability for emergency service coordination.

Pay:

$90,000.00 - $110,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance

Work Location:

In person