Find Jobs
Find Jobs Near You – Available Work in Your Location
Skip to job details
ME
Main Enterprises
Director of Service Commercial HVAC
Career Insights for Customer Service Manager (General)
See where this job fits in the broader career landscape. Knowing your career path helps you see what's possible from here.
Scorecard
Based on Connecticut data
Review key factors to help you decide if this role fits your goals. How is this calculated?
What they do
A Customer Service Manager manages staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
$84,032 / year median in Connecticut
-3% projected decline
Job Description
Director of ServicePosition OverviewThe Director of Service will lead and grow our commercial service organization, ensuring exceptional field performance, profitability, and customer satisfaction for commercial HVAC and mechanical contracting services. This role owns P&L results for the service division, develops strategy and budgets, optimizes service delivery and contracts, and partners with operations, sales, and estimating to drive growth and operational excellence.
Key ResponsibilitiesOwn full P&L responsibility for the service division, setting financial targets and driving profitability through revenue growth and cost control.
Develop and execute short- and long-term service strategies and annual budgets aligned with company goals; monitor performance and adjust plans as needed.
Lead and coach service leadership and field teams (technicians, supervisors, dispatch) to deliver high-quality commercial HVAC and mechanical contracting services.
Oversee service delivery processes including scheduling, dispatch, parts management, warranty handling, and quality assurance to maximize first-time fix rates and customer satisfaction.
Manage service contracts and maintenance agreements lifecycle negotiating terms, pricing, renewals, and compliance to protect margins and customer relationships.
Implement operational planning, workforce forecasting, and training programs to ensure right staffing levels, certification compliance, and technician development.
Drive continuous improvement initiatives using KPIs (response times, utilization, revenue per tech, churn) and implement systems to improve efficiency and reporting.
Collaborate with estimating, sales, and project teams to transition work between construction and service, standardize handoffs, and identify upsell or retrofit opportunities.
Manage vendor and subcontractor relationships for specialty services; negotiate contracts and ensure performance and safety standards are met.
Ensure regulatory, safety, and quality compliance across all service operations and maintain customer communication during escalations and major incidents.
Qualifications10+ years of progressive experience in commercial HVAC or mechanical contracting service operations, with at least 5 years in a senior leadership role.
Proven P&L management experience with demonstrated ability to drive profitability, control costs, and meet financial targets.
Strong knowledge of commercial HVAC systems and mechanical contracting practices, codes, and safety standards.
Experience managing service contracts, maintenance agreements, and commercial client relationships.
Demonstrated skills in budgeting, forecasting, operational planning, and workforce management.
Track record of building and leading high-performing field teams, with experience in technician development, dispatch, and parts management.
Excellent negotiation skills and experience managing third-party contracts and vendor partnerships.
Proficiency with service management software, CRM or ERP systems, and data-driven decision making using KPIs.
Excellent communication, stakeholder management, and problem-solving skills, with the ability to work across functions to drive results.
BenefitsMedicalDental401KBonus OpportunitiesPTOSick TimeTop-Rated Company and Culture
Key ResponsibilitiesOwn full P&L responsibility for the service division, setting financial targets and driving profitability through revenue growth and cost control.
Develop and execute short- and long-term service strategies and annual budgets aligned with company goals; monitor performance and adjust plans as needed.
Lead and coach service leadership and field teams (technicians, supervisors, dispatch) to deliver high-quality commercial HVAC and mechanical contracting services.
Oversee service delivery processes including scheduling, dispatch, parts management, warranty handling, and quality assurance to maximize first-time fix rates and customer satisfaction.
Manage service contracts and maintenance agreements lifecycle negotiating terms, pricing, renewals, and compliance to protect margins and customer relationships.
Implement operational planning, workforce forecasting, and training programs to ensure right staffing levels, certification compliance, and technician development.
Drive continuous improvement initiatives using KPIs (response times, utilization, revenue per tech, churn) and implement systems to improve efficiency and reporting.
Collaborate with estimating, sales, and project teams to transition work between construction and service, standardize handoffs, and identify upsell or retrofit opportunities.
Manage vendor and subcontractor relationships for specialty services; negotiate contracts and ensure performance and safety standards are met.
Ensure regulatory, safety, and quality compliance across all service operations and maintain customer communication during escalations and major incidents.
Qualifications10+ years of progressive experience in commercial HVAC or mechanical contracting service operations, with at least 5 years in a senior leadership role.
Proven P&L management experience with demonstrated ability to drive profitability, control costs, and meet financial targets.
Strong knowledge of commercial HVAC systems and mechanical contracting practices, codes, and safety standards.
Experience managing service contracts, maintenance agreements, and commercial client relationships.
Demonstrated skills in budgeting, forecasting, operational planning, and workforce management.
Track record of building and leading high-performing field teams, with experience in technician development, dispatch, and parts management.
Excellent negotiation skills and experience managing third-party contracts and vendor partnerships.
Proficiency with service management software, CRM or ERP systems, and data-driven decision making using KPIs.
Excellent communication, stakeholder management, and problem-solving skills, with the ability to work across functions to drive results.
BenefitsMedicalDental401KBonus OpportunitiesPTOSick TimeTop-Rated Company and Culture