Service Manager

Service Manager

Cleaver-Brooks Sales and Service seeks an experienced Service Manager to lead operations in Grandview, MO. This hands-on leadership role directs a team of mechanics, technicians, and welders delivering installation, repair, maintenance, and 24/7 emergency response for commercial and industrial boilers. The Service Manager balances technical excellence, safety, team development, profitability, and customer experience while driving territory revenue, margin, and utilization goals.

Strong multi-tasking, problem-solving under pressure, and relationship-building skills are essential.

Key Responsibilities

Field Operations & Dispatching Management

• Direct and supervise daily crew scheduling, dispatching, and job flow management—including manpower allocation, material availability, and coordination with other offices when needed.
• Organize and manage 24/7 on-call technician rotations to ensure rapid, technically sound responses to boiler emergencies and critical low-steam situations at customer facilities.
• Verify that field teams are properly prepared with the correct diagnostic tools, safety equipment, replacement parts, and documentation before arriving on site.
• Coordinate site inventory needs with the parts associate; review and approve requisitions while protecting job margins and minimizing stockouts.

Technical Quality, Safety & Regulatory Compliance

• Enforce strict safety standards: review JSAs and safety audits, conduct field inspections and ride-alongs, and ensure compliance with OSHA, hazardous energy control (LOTO), confined space entry, and all site-specific requirements.
• Coordinate with internal Quality Control team to oversee National Board and ASME Code "R" stamp repairs, ensuring all welding and pressure vessel work fully complies with applicable state laws and inspector requirements.
• Maintain high standards of technical quality through review of combustion reports, burner tuning, emissions data, and overall workmanship on every job.
• Proactively manage team safety credentials, required training, and certifications needed for access to customer sites across the territory.

Financial Coordination, Job Costing & Profitability

• Develop accurate proposals and quotes based on customer needs and field technician assessments for equipment repair, retubing projects, and component replacements.
• Closely monitor ongoing job costs, labor hours, utilization rates, per diem, and material usage against estimates. Proactively identify margin slippage and pursue PO increases or additional POs before jobs are completed.
• Daily review of service tickets, job status, and all supporting documentation (photos, receipts, preventative maintenance/welding paperwork, combustion reports) for technical accuracy, completeness, correct time/material entry, and proper signatures—ensuring everything is billing-ready.
• Approve jobs for transition to "Ready to Invoice" status only after confirming all costs (hours, parts, materials, per diem, etc.) are correctly entered in system and align with the approved estimate or proposal.
• Track and report on KPIs, job margins, current jobs status, and territory performance; provide weekly updates to the General Manager covering job status, manpower schedule, system data, and service/sales discussions.

Team Leadership, Development & Accountability

• Identify hiring needs, screen candidates, participate in interviews, and onboard new technicians and support staff in partnership with HR and operations leadership.
• Assess team skill levels, identify training and development needs, and schedule technical training on controls, burner management systems, and other critical competencies to advance technicians toward higher proficiency levels.
• Set clear individual and team goals, communicate expectations, provide coaching and feedback, and hold team members accountable—including formal documentation and progressive discipline when warranted.
• Build a positive, unified team culture focused on safety, quality, customer service, and continuous improvement. Lead regular roundtable discussions and recognize strong performance.
• Manage tool cage processes (sign-out/in accountability), coordinate vehicle and…