Manager - Service Operations

Overview

Located at our Itasca, IL facility and reporting to the General Manager, the Manager – Service Operations is responsible for overseeing the daily operations of the service department, ensuring exceptional customer service, efficient scheduling, and strong financial performance. This role leads the dispatch team, collaborates closely with service contract billers, and drives service-related revenue through proactive engagement in service sales and contract renewals.

The Manager - Service Operations works in partnership with the General Manager and Office Operations Manager to support operational excellence, streamline processes, and enhance the overall customer experience.

What we offer:

• Work-life balance.
• Career advancement opportunities.
• A great manager and/or team.
• A compelling work culture and company values.
• A sense of purpose and employee appreciation.
• Support & Stability & Technology
• Training

• Provides Operational Leadership including overseeing the dispatch team (service coordinators), ensures effective scheduling, workload balance, and timely responses to customer needs.
• Monitors department KPI’s related to service delivery, response times, and technician utilization. Implements improvements as needed.
• Supports the Sales Manager / General Manager and VP of Service in developing and executing operational strategies that improve service efficiency and customer satisfaction.
• Ensures departmental compliance with company policies, safety standards, collective bargaining agreements, and operational procedures.
• Oversee Contract and Service billing team to ensure accurate billing, timely renewals, and alignment with contract terms.
• Reviews service contract performance and profitability, ensuring accurate reporting and follow-through on contract obligations.
• Identifies opportunities to streamline contract administration and improve billing accuracy.
• Drives service revenue growth by identifying and pursuing opportunities for service agreements and repair work.
• Strongly collaborates with sales teams, technicians, and leadership team to support revenue and margin initiatives.
• Monitors contract renewal efforts, keeps team proactively engaged with customers ahead of expiration dates to ensure continuity and customer retention.
• Serves as point of escalation for customer service issues, ensuring prompt resolution and maintaining strong customer relationships.
• Reviews service reports, customer history, and technician feedback to identify service trends, ensures the timely closing of open service tickets, and offer process improvements.
• Manages large team of non-exempt, administrative employees that function in a fast-paced environment. Provides team with daily leadership, coaching, and performance feedback while facilitating ongoing training and development to strengthen team capabilities and enhance service execution.
• This role requires the timely processing and approval of employee timecards.
• Other projects and duties as assigned.

• Bachelor's degree in Business Administration, Operations Management, or a related field required.
• 5+ years of experience in service operations, dispatch management, or related roles, ideally within the HVAC, mechanical services, plumbing, or field service industries.
• A combination of experience and education will be considered.

• Strong leadership and team-building skills with a proven ability to inspire and guide high performing teams.
• Excellent organizational and problem solving abilities, with a focus on process improvement and operational efficiency.
• Effective communication and interpersonal skills, with the ability to build relationships across teams and with customers.
• Proficiency with dispatching systems and ERP systems (Microsoft D365 a plus).
• Results driven mindset with the ability to meet deadlines and drive sales and meet renewal targets.
• This role requires regular walking, standing, stooping, bending-over, and the ability to operate a vehicle.

This job operates in both an office and a field environment. Must be able to sit and/or stand for extended periods of time.

Reasonable accommodation will be made to…