Find & Apply For Customer Service Manager Jobs in Weymouth, Massachusetts

TITLE:

Refrigeration Service Manager

REPORTS TO

COO

DEPARTMENT

Refrigeration Service Summary:

The Refrigeration Service Manager oversees all aspects of a client in the HVAC / mechanical contracting industry's commercial refrigeration portion of the service department, providing leadership in refrigeration technician management, refrigeration service delivery, client support, and operational and financial performance. The role ensures high quality commercial refrigeration service, directs the resolution of complex repair work, and drives the department's growth and profitability. This is a management position. The Manager does not carry a service assignment and is not dispatched on calls. Technical depth is required so the Manager can direct, evaluate, and develop technicians, and so complex work is scoped and priced correctly, not so the Manager performs it.

Qualifications:

In addition to the qualifications listed below, the Refrigeration Service Manager is expected to meet or exceed the qualifications required for the HVAC Service Manager position, as they will provide support in those functions. • High school diploma or equivalent; post-secondary education, trade school, or military experience a plus • Associate degree, HVACR trade school completion, or business coursework preferred • 10 or more years in commercial refrigeration service • Minimum 5 years in a management role directly responsible for a technician group • Demonstrated ownership of a department or branch P&L • EPA Section 608 Universal •

OSHA 30, NATE

certification, or manufacturer specific training • Valid driver's license with a clean driving record • Massachusetts Refrigeration Technician license required • Deep knowledge of commercial refrigeration systems and controls • Proven leadership and team management ability, including hiring, coaching, and performance management • Strong communication, customer service, and conflict resolution skills • Proficiency in budgeting, job costing, and service KPIs • Strong organizational and multitasking ability under interruption • Experience with dispatching, CRM, and field service platforms; BuildOps and Jonas experience is a plus. • Experience integrating technicians from an acquisition or merger is a plus • Proficiency in Microsoft Office suite (Word, Excel, Outlook) and general software navigation • Professional appearance and demeanor; ability to model pride in workmanship • Ability and willingness to work non-standard schedules, including nights, weekends, or holidays as required

Duties & Responsibilities:

The following criteria identify duties to describe the principal functions of the job and shall not be considered as a detailed description of all work requirements that may be inherent in the position. This position also encompasses all duties and responsibilities outlined in the HVAC Service Manager job description. The Refrigeration Service Manager is expected to perform these tasks as needed and provide assistance to the HVAC Service Manager. Team Leadership & Development • Supervise, train, and mentor the commercial refrigeration technician group • Direct the assignment and scheduling of technicians for service calls and emergency repairs • Conduct regular performance evaluations and support ongoing training, certification, and career development • Lead the hiring process for refrigeration technicians and apprentices, including screening, interviewing, and final selection • Build and maintain the apprentice development track, including license and certification progression • Foster a team culture focused on safety, professionalism, and quality Service Operations & Dispatch • Prioritize service requests and coordinate scheduling to ensure timely and efficient field operations • Oversee field logistics including equipment readiness, truck stock and inventory needs, vendor coordination, and fleet condition • Work closely with the Dispatcher to ensure service and quoted repair work is properly scheduled, tracked, and completed on time • Assign work by technician capability, not simply availability • Monitor service workflows to maintain responsiveness and customer satisfaction • Ensure accurate communication and documentation between field technicians and office staff Coordination with Maintenance Department The maintenance department is a separate department and does not report to this role. This role owns the service side of that relationship. • Receive, triage, and convert repair and replacement opportunities identified by PM technicians during maintenance visits • Coordinate with the Maintenance and Training Manager on scheduling so maintenance and service work do not compete for the same technicians or the same customer window • Provide technical input on maintenance scopes when requested, without owning the scope or the contract • Feed recurring failure patterns found on service calls back to the maintenance department so PM procedures improve Client Relations & Support • Build and maintain strong relationships with commercial clients, including facility managers, property owners, grocery and food service operators, and general contractors • Respond to escalated customer concerns, resolve service issues, and reinforce long term client retention • Review and approve estimates, proposals, and service agreements above established thresholds • Participate in customer meetings, walkthroughs, and contract discussions • Identify at risk accounts early and drive corrective action Financial & Administrative Oversight • Manage refrigeration service department budget, labor utilization, and gross margin goals • Oversee job costing, pricing accuracy, invoicing, and billing workflows • Control truck stock, parts spend, overtime, and subcontractor usage • Generate and analyze KPIs and operational reports to evaluate department performance • Ensure service activities support company profitability and strategic objectives Compliance & Safety • Ensure all field work complies with OSHA, EPA, and Massachusetts regulatory requirements • Enforce EPA Section 608 obligations across the technician group, including refrigerant recovery, recordkeeping, and leak repair requirements for systems above regulatory thresholds • Maintain refrigerant purchase, usage, and reclamation tracking • Ensure Massachusetts refrigeration licensing is current for all applicable personnel • Conduct field safety audits and toolbox talks, and enforce company safety policies including lockout tagout, confined space, ladder and lift safety, and PPE • Promote a safety first culture across the department Technical Direction • Provide advanced technical guidance and troubleshooting direction for complex commercial refrigeration systems • Serve as the escalation point for repeat failures and drive root cause analysis and corrective action • Own callback resolution and the standards that prevent callbacks • Review major system startups and commissioning for quality and completeness • Stay current on refrigeration technologies, refrigerant regulation, manufacturer updates, and industry best practices • Serve as the senior technical resource for technicians and customers Technical Scope • The Manager must have the depth to direct, evaluate, and develop technicians across: o Rack systems, walk in boxes, reach in units, and ice machines. o Parallel and distributed rack systems, medium and low temperature o Walk in coolers, walk in freezers, and blast chillers o Reach in units and self contained equipment o Commercial ice machines o Remote and open display cases o CO2 transcritical and secondary loop systems o EPR, EEPR, and mechanical and electronic valve control o Case controllers, rack controllers, and refrigeration monitoring and alarm platforms o Compressor rebuild, replacement, and failure analysis o Electrical troubleshooting, control circuits, and VFD applications Industrial ammonia exposure is not required but is a plus. The HVAC service department also performs light commercial refrigeration work, including reach in units, ice machines, and small self-contained walk in boxes. This role sets the technical standards that both departments follow on refrigeration work and coordinates with the HVAC Service Manager on where the line falls. a client in the HVAC / mechanical contracting industry does not perform DDC or building automation controls programming. Equipment level controls, case controllers, rack controllers, and monitoring platforms are in scope.