Assistant Service Manager

Legacy Mechanical & Energy Services Inc.•San Ramon, CA

20d

About The Position

The Assistant Service Manager is a hands-on operating leader responsible for the daily coordination, administrative discipline, and follow-through needed to keep the HVAC service department running effectively. The role supports preventive maintenance, repair and T&M work, service projects, dispatch, billing readiness, customer response, warehouse and field-resource readiness, and service financial administration. It is designed for a developing service leader who can manage day-to-day workflows and people accountability while escalating complex technical, strategic, contractual, or enterprise matters to the Senior Vice President of Service. The position provides operational leadership across preventive maintenance contracts, service repairs, T&M work, service projects, and other committed service work. It drives operating performance against established objectives, supports customer relationships and maintenance agreement renewals, develops service personnel and field technicians, and coordinates with Construction on shared labor, project support, and customer transitions. The Assistant Service Manager is empowered to manage routine service workflow, dispatch priorities, documentation, billing readiness, warehouse and fleet/tool coordination, customer follow-up, and day-to-day operating issues within established company policies and financial expectations. Complex technical decisions, significant customer or contractual exposure, major staffing decisions, material financial risk, pricing strategy, or cross-company priority conflicts are escalated to the Senior Vice President of Service.

Requirements

Approximately 3–5 years of experience in commercial HVAC, plumbing, building services, energy services, field operations, dispatch, project coordination, or a related service environment is preferred.
Working knowledge of preventive maintenance, T&M service, work orders, technician scheduling, customer communication, billing documentation, purchasing, and basic service financial controls.
Ability to organize multiple priorities, follow work through to completion, and maintain accurate operating and financial information.
Ability to communicate effectively with field technicians, customers, sales, accounting, purchasing, and construction.
Developing leadership skills, including the ability to coach employees, enforce expectations, solve routine problems, and escalate issues appropriately.
Comfort using service-management software, Microsoft Office applications, and standard business reporting.
High school diploma or equivalent required.
Equivalent relevant experience will be considered.

Nice To Haves

Prior lead, supervisory, dispatch, project coordination, or assistant management experience.
Associate degree, trade-school training, HVAC/mechanical coursework, or applicable industry certifications.

Responsibilities

Lead and oversee preventive maintenance contracts, service repairs, T&M work, service projects, and other committed service work.
Establish and enforce expectations for dispatch, technician scheduling, work-order execution, documentation, billing readiness, quality, safety, and customer communication.
Ensure dispatch has visibility into technician location, workload, skill requirements, and efficient travel between customer sites.
Oversee service vehicle and tool readiness, including periodic van and tool inventory reviews and resolution of technician equipment needs.
Manage warehouse-related readiness and coordination.
Own service operating performance and drive results against revenue, gross-margin, labor, billing, cash, and productivity objectives.
Lead monthly financial reviews, including applicable service-project cost-to-complete forecasting, and investigate unfavorable financial results.
Ensure preventive maintenance, T&M, repair, and project billings are complete, timely, and supported by accurate field documentation.
Monitor maintenance agreements and rolling renewals, coordinating with Service Sales and account-management resources to protect retention and support growth.
Use purchasing resources and consolidated buying opportunities to improve material cost, availability, and execution.
Manage committed costs, labor performance, material usage, and pricing realization across the service portfolio.
Seek customer feedback, promptly address service issues, and establish corrective actions when delivery fails to meet expectations.
Maintain relationships with key service customers and establish a cadence for quality-assurance visits and operational follow-up.
Ensure operational commitments made during sales are understood, achievable, and reflected in service planning.
Lead, coach, and develop service operations personnel and field technicians, setting expectations for accountability, customer service, technical quality, productivity, and leadership behavior.
Develop and maintain a structured training plan for service personnel and field technicians based on technical needs, safety requirements, customer commitments, and organizational growth.
Assess staffing and skill capacity against backlog, maintenance obligations, forecast demand, and sales pipeline requirements.
Participate in recruiting, selection, onboarding, development, and retention of service personnel.
Coordinate with the Director of Construction on shared labor needs, technician support, startup and commissioning needs, warranty responsibilities, and customer transitions.
Establish effective handoffs from completed construction projects into Service when preventive maintenance, warranty, repair, or ongoing customer support is required.
Coordinate with Construction on service work supporting construction projects, including labor planning, documentation, cost capture, and proper billing.
Manage routine operating issues at the appropriate level and escalate complex technical, strategic, contractual, financial, staffing, or cross-company matters to the Senior Vice President of Service.