Job Title: Service Operations Manager
Client Benefits
- Competitive salary with performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) with company match.
- Generous paid time off and holidays.
- Professional development and growth opportunities.
- Relocation assistance available.
About the Role
We are seeking a Service Operations Manager to lead and manage our field supervisors and technician teams, ensuring exceptional service delivery, operational efficiency, and customer satisfaction. This role requires strong leadership, industry expertise, and a proactive approach to optimizing service performance, safety, and profitability.
Key Responsibilities
Team & Operations Management:
- Oversee field supervisors and technicians to ensure high-quality service and contract compliance.
- Mentor service technicians and supervisors to enhance performance, leadership, and technical skills.
- Manage dispatch operations to ensure prompt service responses and customer satisfaction.
- Oversee after-hours service operations to maintain contractual compliance and superior response times.
- Monitor and optimize field operating costs while maintaining efficiency and profitability.
Customer Relations & Service Performance:
- Ensure field technicians represent the company's capabilities and enhance its reputation.
- Investigate and resolve serious customer complaints, implementing corrective actions as needed.
- Develop and implement customer service processes to improve satisfaction and response times.
- Assist sales teams with site surveys, service contract reviews, and cost estimates.
Compliance & Safety:
- Promote and enforce safety programs and OSHA compliance.
- Implement processes to manage hazardous materials, including refrigerant and oil disposal.
- Ensure service fleet, uniforms, and tools are well-managed and compliant with regulations.
Strategic Growth & Workforce Development:
- Plan and staff key service positions to align with department demands.
- Develop training and career growth opportunities for service teams to improve workforce capabilities.
- Identify and implement new methodologies and technologies to enhance service operations.
Financial & Subcontractor Oversight:
- Monitor service contract performance and profitability for maintenance agreements, quoted service work, and T&M projects.
- Manage service subcontractors and address any performance issues.
- Assist with invoicing, accounts payable, and accounts receivable as needed.
Qualifications
Required Skills & Experience:
- Extensive experience in HVAC service operations, including supervisory/leadership roles.
- Strong understanding of industry standards, processes, and best practices.
- Excellent communication, leadership, and problem-solving abilities.
- Proficiency in Microsoft Office; experience with COINS software is highly desirable.
- Strong knowledge of OSHA regulations and workplace safety standards.
- Ability to manage budgets, optimize costs, and enhance profitability.
Education & Certifications:
- High school diploma required; additional certifications in HVAC, business management, or related fields are a plus.
- OSHA certification preferred.
Why Join Us?
- Leadership Role: Play a key role in driving operational excellence and team development.
- Competitive Pay & Benefits: Attractive salary, healthcare, and retirement plans.
- Career Growth: Opportunity for professional development and leadership training.
- Impactful Work: Directly contribute to service quality and customer satisfaction.
Schedule & Travel:
- Full-time position with occasional travel (10% required).