Service Manager

Job Summary

The Service Operations Manager is the primary leader of all field and operations personnel and is accountable for technician performance, operational excellence, safety compliance, customer satisfaction, quality standards, workforce development, fleet effectiveness, project execution and success, and departmental profitability. Responsible for driving accountability throughout the field organization through coaching and training, managing performance, auditing and supervising jobs, developing improvement initiatives, and delivering exceptional customer experiences, high‑quality workmanship, and profitable growth.

• Reports directly to the President and works closely with the management team and support staff.
• Direct Reports:
  Service Coordinator, Dispatcher, Field Technicians.

• Oversee all HVAC, plumbing, and electrical field operations.
• Provide leadership and direction to field personnel.
• Establish operational goals and performance expectations.
• Monitor departmental productivity and operational performance.
• Ensure field resources are properly allocated to support customer demand.
• Support company growth initiatives and operational scalability.
• Participate in strategic planning and operational decision‑making.
• Maintain a culture of professionalism, accountability, and continuous improvement.

• Conduct routine field inspections and ride‑alongs.
• Audit completed service and installation jobs.
• Evaluate workmanship quality and technical performance.
• Verify compliance with company standards and procedures.
• Identify training opportunities and corrective actions.
• Monitor callback and warranty trends.
• Ensure customer satisfaction standards are maintained.

• Evaluate operational workflows and procedures.
• Identify inefficiencies and improvement opportunities.
• Implement improvement initiatives: processes, tools, and controls.
• Drive operational consistency across business units.
• Improve service delivery and operational effectiveness.

• Oversee apprentice development and progression.
• Ensure apprentices receive proper field training.
• Monitor apprentice skill development and performance.
• Drive development of future technicians and leaders.
• Coordinate licensing and certification requirements.
• Reinforce company standards, procedures, and best practices.
• Conduct field coaching and mentoring.
• Support technical, safety, and customer service training.
• Coordinate ongoing workforce development initiatives.

• Support operational growth initiatives through labor planning.
• Establish performance expectations and KPI standards.
• Monitor technician productivity and efficiency.
• Benchmark performance against company goals.
• Identify improvement opportunities through performance analysis.
• Evaluate staffing levels and workforce requirements.
• Monitor technician utilization and workload distribution.
• Assist with hiring recommendations and workforce planning.

• Develop, implement, and maintain operational procedures.
• Ensure field compliance with company SOPs.
• Support continuous refinement of company processes.
• Promote standardization and operational consistency.

• Ensure optimal fleet condition and operational readiness.
• Monitor GPS, fuel consumption, and fleet performance.
• Promote responsible vehicle operation practices and ensure efficiency.
• Assist leadership with long‑term fleet planning.
• Monitor vehicle lifecycle and evaluate fleet replacement needs.
• Ensure proper company tools and equipment use and care.
• Monitor tools and equipment state and replacement requirements.

• Prioritize and coordinate field resources to meet project requirements.
• Monitor project execution, quality, and completion standards.
• Ensure successful project delivery and customer satisfaction.

• Ensure permit requirements are identified and fulfilled.
• Support successful project approvals and completion.
• Develop productive working relationships with municipal authorities.
• Ensure inspections are completed in accordance…