Service Operations Manager

Service Operations Manager 3.3 3.3 out of 5 stars 100 Stafford CT, Williamsburg, VA 23185 Cox-Powell Corporation 9 reviews Service Operations Manager (Commercial HVAC/R & Mechanical Services)

Location :

Southeast Virginia Territory, Headquartered in Williamsburg, VA •Local candidates only at this time. Must have Commercial HVAC Experience•

Competitive Starting Salary Company :

Cox-Powell Corporation About Us Cox-Powell Corporation is a well-established commercial HVAC/R, mechanical, and electrical contractor proudly serving Southeast Virginia since 1946. We are known for our technical expertise, strong customer relationships, and commitment to safety, quality, and operational excellence. Position Description The Service Operations Manager is responsible for fulfilling all service commitments for Cox-Powell Corporation. This role ensures contractual obligations are met, field costs are effectively controlled, and quality standards remain high. Additional responsibilities may be assigned as business needs evolve. The position oversees service operations, technical manpower scheduling, customer satisfaction, and field productivity to achieve company gross profit objectives across assigned market areas. Essential Functions & Responsibilities Maintenance Agreements Oversee performance and compliance of all maintenance agreements. Ensure customer satisfaction and manage issue resolution. Recommend renewals and identify upsell/extra opportunities. Review labor and cost data to support accurate tasking. Achieve planned gross profit targets. Sales Support Support planned service sales volume. Quote HVAC repairs promptly. Generate leads and maintain route call activity. Field Staff Management Plan labor loading and evaluate technician performance. Support recruitment, interviewing, and merit recommendations. Provide technical guidance, training, and coaching. Ensure professional customer service and field representation. Service Operations & Financials Review service invoices before billing. Coordinate with Sales on contract or project opportunities. Complete required customer reports. Manage service projects per company policies and procedures. Control field costs to meet gross profit goals. Purchasing, Inventory & Tools Manage tool inventory and equipment assignments. Review and approve vendor invoices (PINPOINT). Assist with part orders and ETA coordination. Review all field tickets for accuracy. Dispatching Provide oversight and direction to dispatchers to optimize scheduling. Fleet Management Oversee vehicle assignments, maintenance, and repair schedules. Support fleet budgeting. Planning & Forecasting Support operational planning and forecasting activities. Customer Relations Maintain strong relationships with key customers. Address concerns promptly and conduct regular site visits. Ensure long‑term customer satisfaction and retention. Required Knowledge, Skills & Abilities (KSAs) Technical Knowledge Working knowledge of HVAC mechanical systems, electrical systems, and automated controls. Ability to read and interpret drawings, schematics, and equipment documentation. Ability to identify repair, replacement, and improvement opportunities. Management & Operational Skills Strong leadership skills with experience managing field technicians. Effective scheduling, dispatching, and workload balancing. Ability to manage budgets, field costs, and gross profit performance. Skilled in project coordination and service operations oversight. Customer Service & Communication Excellent customer relationship management skills. Strong verbal and written communication abilities. Ability to resolve conflicts and navigate complex customer issues. Administrative & Organizational Skills Strong time management and prioritization. Ability to review invoices, tickets, and financial data with accuracy. Demonstrated proficiency with service management systems and Microsoft Office. Physical Abilities Ability to sit, stand, and walk for extended periods throughout the workday. Ability to drive company or personal vehicle to customer locations and job sites. Ability to occasionally lift, carry, or move objects weighing up to 70 pounds. Ability to climb stairs, ladders, or access mechanical spaces as required during site visits. Ability to work in varying environmental conditions, including offices, mechanical rooms, rooftops, and outdoor job sites. Ability to use standard office equipment and wear required personal protective equipment (PPE) when visiting job sites. Required Qualifications 5+ years of experience in HVAC service operations or related mechanical service field. 2+ years of supervisory or management experience. Strong understanding of commercial HVAC systems and service operations. Valid driver's license. Preferred Qualifications HVAC Master or Journeyman license. Experience with service management, dispatch, or ERP systems (e.g., PINPOINT). Experience managing P&L, budgets, or gross profit performance. Certifications in project management, leadership, or technical HVAC disciplines. Core Competencies Leadership & Team Development Customer Focus Problem-Solving & Decision-Making Financial Acumen Technical Aptitude Communication & Interpersonal Skills Process Improvement Accountability & Follow-Through This Job Description is not a complete statement of all duties and responsibilities comprising the position.