Operations Manager - Service

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FULL TIME Carson, CA, US

4 days ago Requisition

Salary Range: $ To $ Annually

AMPAM MEP is seeking a Service Operations Manager to lead day-to-day operations across our Mechanical, Electrical, and Plumbing (MEP) Service Divisions in the greater Los Angeles, Orange County, and San Diego metro areas. This role owns the full operating performance of our service business — timely project delivery & gross margins, recurring maintenance (retention & gross margin), and truck-based on-call/repair. This role is accountable for both customer satisfaction and financial results across all three trades.

The Service Operations Manager will unify (where practical) field supervisors, project managers, and operations personnel across trades into a single, high-performing service organization. We will operate on one platform (Service Titan) with common standards for safety, training, tools, uniforms, vehicles, and inventory. This is a field-facing leadership role: the successful candidate will spend significant time on job sites and with customers, supporting Project Managers, Field Service Managers, and field technicians as needed to ensure successful delivery.

• Direct reports include truck-based Field Supervisors across Mechanical, Electrical, and Plumbing Service Divisions.
• Directly manages Project Managers and other Service Operations personnel as the team grows.
• Reports to the VP of Service.

• Own the successful delivery of service-based projects (re-pipes, heating and hot water system replacements, HVAC replacements, electrical retrofits, fire alarm testing, access control systems, remote monitoring, and similar work), ensuring projects, maintenance and service/repair meet or exceed booked margin.
• Review project performance with project managers.
• Drive consistent job costing discipline and financial reporting across all three trades.

• Maintain to a 93%+ customer retention rate for the maintenance service agreement base.
• Ensure pricing and contract escalations are applied appropriately and on time to protect margin without compromising retention.
• Work with our Preventative Maintenance Program Manager and Dispatch Team to ensure the timely scheduling of our maintenance visits.
• Oversee resource planning to ensure truck-based field teams are appropriately staffed to meet growth projections and customer service requirements across plumbing, HVAC/mechanical, and electrical (including low- and high-voltage).

• Ensure consistent, high-quality delivery of emergency and on-call repair services across all trades.
• Manage and optimize our after-hours call center if required due to customer feedback.
• Monitor field productivity, response times, and first-time-fix rates; address performance gaps with Field Supervisors.

• Operate Mechanical, Electrical, and Plumbing service as a single, unified division rather than three separate businesses.
• Standardize processes, safety training, tooling, uniforms, vehicles, and inventory management across trades so the organization can deliver consistently regardless of discipline.
• Drive full utilization and adoption of Service Titan as the common operating platform across all service teams.
• Increase cross-trade service penetration — grow the number of customers who receive mechanical, electrical, and plumbing service from AMPAM, rather than a single trade.

• Partner closely with Sales and Business…