Service Operations Lead

Benefits:

401(k)

Employee discounts

Health insurance

Paid time off

Bonus based on performance

Company car

Company parties

Service Team Lead

Company:
Upstate Energy

Location:

Gardiner, New York and surrounding Hudson Valley service area

Employment Type:

Full time Compensation: $38 to $42 per hour, based on experience

Schedule:

Primarily daytime hours with participation in a compensated on call rotation

Upstate Energy is seeking an experienced Service Team Lead to help oversee and strengthen our growing HVAC and fuel service department.

This is a hands on leadership position for someone who can support technicians in the field, help organize daily service operations, maintain high workmanship standards, and ensure every job is completed and documented correctly.

The ideal candidate has strong experience with heating systems, particularly oil and propane equipment, and is comfortable balancing technical fieldwork with team leadership, scheduling, customer service, and operational accountability.

This is not a desk only management position. The Service Team Lead will remain actively involved in diagnostics, service calls, technical support, quality control, and emergency response.

Lead, support, and develop the service technicians

Provide technical guidance on difficult service calls and installations

Assist technicians with diagnostics, troubleshooting, and repair decisions

Help train less experienced technicians and improve overall team capability

Establish clear expectations for workmanship, professionalism, documentation, and customer communication

Address performance or workflow issues promptly and professionally

Promote a team focused culture built around accountability, communication, and reliable customer service

Help coordinate the daily service schedule based on technician availability, geography, urgency, and job complexity

Maintain sufficient capacity for emergency and no heat calls

Review open, incomplete, rescheduled, and follow up jobs

Confirm that technicians have the correct parts, materials, equipment, and job information before dispatch

Coordinate with the office team regarding customer concerns, job status, estimates, parts, and scheduling

Reduce unnecessary travel, repeat visits, callbacks, and scheduling gaps

Help ensure service jobs are completed and invoiced promptly

Perform service, maintenance, diagnostics, and repairs as needed

Troubleshoot oil, propane, heating, hot water, and related HVAC equipment

Assist with complex system problems and recurring service issues

Participate in the company’s compensated on call rotation

Respond professionally to emergency and no heat situations

Support installations, replacements, startups, and system commissioning when required

Verify that completed work meets company standards and applicable safety requirements

Ensure technicians review service history and equipment records before or during each service call

Require technicians to enter missing equipment information and update incomplete or inaccurate records

Confirm serial numbers, ownership status, equipment notes, photographs, and supporting files are entered when available

Ensure technicians clock into each individual service job using the company’s service software

Verify that all labor, parts, discounts, recommendations, and customer notes are entered accurately

Confirm jobs are properly completed in the service software before they are submitted for invoicing

Follow up on incomplete jobs and missing documentation

Treat incomplete documentation as an operational and financial control issue, not simply an administrative mistake

Review callbacks, repeat repairs, unresolved complaints, and workmanship concerns

Identify whether problems resulted from diagnosis, installation, parts, scheduling, documentation, or communication

Help prevent avoidable callbacks and lost labor

Communicate clearly and professionally with customers

Explain repair findings, available options, safety concerns, and recommended next steps

Help…