Service Manager

Service Manager at Premi Star

Located in our Merrillville, IN facility and reporting to the General Manager, the Service Manager is responsible for leading, developing, and growing the service business at the local operating company level. The role oversees field technicians, service coordination, and customer care to ensure exceptional service delivery, profitable job execution, and best‑in‑class customer experience. Success is defined by revenue growth, technician utilization, safety performance, margin expansion, and alignment with platform standards and KPIs.

• Work‑life balance
• Career advancement opportunities
• A compelling work culture and company values
• A sense of purpose and employee appreciation
• Support, stability, and technology
• Training programs

• Lead daily operations of the service department (scheduling, dispatching, technician allocation, and job execution).
• Ensure compliance with company SOPs, safety standards, and operational excellence programs.
• Maintain service backlog visibility and drive timely invoicing and collections with the GM and finance team.
• Oversee service inventory management, truck stock standards, tools, and equipment.
• Financial & KPI ownership:
  • Deliver annual service plan for revenue, gross margin, and EBITDA contribution.
  • Maximize technician utilization & billable productivity.
  • Manage labor rate adherence, discounting practices, and service contract profitability.
  • Track and report KPIs weekly/monthly:
    • Revenue vs plan
    • Technician productivity (billable hours %, jobs per tech/day)
    • Gross margin by work type
    • Service contract pull-through and renewal rates
    • Safety KPIs (TRIR, near misses, JHAs completed)
    • Quote hit rates & average ticket size
    • XOI nameplate scans
  • Support pricing reviews, rate adjustments, and cost control initiatives.
• Customer
  
  Experience:
  • Maintain high customer satisfaction ensuring quick response, professional communication, and quality workmanship.
  • Resolve escalations and complaints with urgency and professionalism.
  • Build strong relationships with key accounts and facility stakeholders.
• Team Leadership & Development:
  • Recruit, onboard, train, and retain service technicians; build a strong bench.
  • Conduct performance reviews, ride‑alongs, safety observations, and coaching sessions.
  • Foster a culture of accountability, safety, craftsmanship, and continuous improvement.
  • Create technician development pathways (apprentice → journeyman → lead tech).
• Sales & Growth Enablement:
  • Partner with Sales/GM on service contracts, retrofit/repair quotes, and pull‑through opportunities.
  • Ensure timely delivery of repair quotes and follow‑ups. Drive recurring maintenance agreements and attach rate growth.
  • Identify upsell opportunities and support sales campaigns rolled out from the platform.
• Platform & Integration Alignment:
  • Adopt shared systems, SOPs, dashboards, pricing frameworks, safety programs, and integration playbooks.
  • Participate in platform manager calls, share best practices, and contribute to synergy capture.
  • Implement technology initiatives (ERP, field service management tools, GPS/telematics tracking, etc).

• 7+ years of HVAC service experience; 2+ years in leadership or supervisory role preferred.
• Strong understanding of commercial HVAC systems, troubleshooting, and service operations.
• Proven experience managing technicians, dispatch, and customer relationships.
• Financial acumen with ability to interpret P&L, pricing, job cost, and margin levers.
• Excellent communication, leadership, time‑management, and customer‑facing skills.
• Ability to thrive in a fast‑paced, growth‑focused, private‑equity environment.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

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 enable individuals with disabilities to perform the essential job functions unless doing so presents an undue hardship on the Company’s business operations.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Employees understand the above job description and agree to comply with and be subject to its conditions. Employee further agrees this job description does not alter his/her at‑will employment status.

Employees understand the Company reserves the right to delegate, remove, expand or change all responsibilities. Employees acknowledge that he/she can fulfill the above duties with or without reasonable accommodation.

Seniority level:
Mid‑Senior level

Employment type:

Full‑time

Job function:
Other

Industries:
Facilities Services