Position Summary The Service Operations Manager owns day-to-day performance of the Service Department — field service, maintenance, dispatch, scheduling, customer service, billing readiness, and technician performance. This is a hands-on leadership role: build a high-performing service operation that delivers on customer commitments, develops and retains strong employees, operates efficiently, and consistently meets financial and operational goals. It requires urgency, accountability, clear communication, and the ability to identify problems and drive them to resolution. Service Operations Lead daily operations of the Service Department — service calls, maintenance agreements, scheduling, dispatch, and field execution. Ensure service calls are assigned, completed, documented, and closed in a timely manner. Maintain visibility of open service calls; establish clear plans to prevent aging work. Ensure preventive maintenance is scheduled and completed to customer commitments. Monitor technician workload and adjust manpower against demand, PM requirements, and backlog. Maintain adequate burnable work; flag upcoming workload or manpower gaps early. Ensure technicians have the information, materials, tools, and support to work efficiently. Partner with dispatch and admin staff on scheduling and communication. Identify operational bottlenecks and implement fixes that improve efficiency and service. Field Leadership & Accountability Lead technicians, supervisors, dispatch, and supporting service personnel. Set clear expectations and hold the team accountable for performance. Stay visible and engaged with the field team through regular communication. Review productivity, billable hours, callbacks, documentation, and overall performance. Address performance and behavioral issues quickly and consistently. Run coaching sessions, performance reviews, and development conversations. Support recruiting, interviewing, onboarding, and retention of technicians. Develop future supervisors and leaders within the department. Financial Performance Own the financial performance of the Service Department. Monitor revenue, gross profit, direct labor, overtime, and productivity. Manage labor utilization; convert field labor into billable revenue effectively. Review work completed but not billed; eliminate unnecessary billing delays. Partner with billing and admin to invoice completed work accurately and promptly. Identify underperformance and build corrective action plans. Support annual budgeting, forecasting, manpower planning, and department goals. Customer Experience Keep a strong focus on customer satisfaction and responsiveness. Meet customer commitments; communicate proactively when conditions change. Own escalated customer issues through to resolution. Build relationships with key customers to strengthen long-term retention. Partner with sales to identify additional service, maintenance, and repair opportunities. Ensure the service team represents EMC professionally in the field and with customers. Maintenance Operations Maintain visibility of all preventive maintenance commitments. Ensure maintenance hours are properly planned, scheduled, and completed. Monitor maintenance agreement performance; flag accounts needing attention. Balance technician capacity between maintenance work and reactive demand. Align operational commitments with sales and account management on what's been sold. Safety & Quality Promote a strong safety culture; ensure policies and procedures are followed. Hold employees accountable for safe practices, vehicle standards, and documentation. Monitor callbacks and recurring service issues. Identify training needs from quality issues, callbacks, and performance trends. Partner with Safety, QA/QC, and other operational leaders as needed. Cross-Department Coordination Work closely with Building Services, Sales, Special Projects, Construction, Preconstruction, and Billing. Coordinate manpower and resources across departments when opportunities arise. Support the transition of completed projects into ongoing service and maintenance. Participate in operational meetings; report clearly on performance, risk, staffing, and needs. Key Performance Indicators Performance is measured using operational and financial metrics including: Service revenue and gross profit Direct labor percentage Billable technician utilization Revenue per technician / van Open and aging service calls Callback percentage Preventive maintenance completion Maintenance hours completed vs. planned Same-month billing percentage Overtime Customer retention and satisfaction Technician staffing and retention Safety performance Service backlog and burnable work Qualifications 7+ years of commercial HVAC, mechanical service, or related industry experience preferred. 3+ years of service management, field leadership, or operational leadership experience preferred. Strong understanding of commercial HVAC service and preventive maintenance operations. Experience leading field technicians and service support personnel. Working knowledge of service department financials — revenue, gross profit, labor cost, productivity, budgeting. Strong organizational and time-management skills. Ability to manage multiple priorities in a fast-paced service environment. Strong written and verbal communication skills. Comfortable using service management software, reporting tools, and operational KPIs. Demonstrated ability to hold employees accountable while developing and retaining strong performers. Leadership Expectations Lead with urgency and accountability. Communicate clearly and consistently. Do what they say they are going to do. Address issues rather than allowing them to linger. Take ownership of department results. Develop people rather than simply manage tasks. Make decisions in the best interest of EMC and its customers. Maintain high standards for safety, quality, professionalism, and customer service. Bring solutions forward when identifying problems. Create a culture where expectations are clear and results are measured. What Success Looks Like A successful Service Operations Manager creates a Service Department where the team knows what's expected, technicians are productive, customers receive consistent communication, maintenance commitments are completed, service calls don't sit open unnecessarily, completed work is billed quickly, employees are held accountable, and the department consistently hits its financial and operational goals.

Pay:

$110,000.00 - $125,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Health savings account Life insurance Paid time off Vision insurance

Work Location:

In person