Critical Environments Service Manager

Upchurch•Charlotte, MS

5d•Onsite

About The Position

The Critical Environments Service Manager is responsible for achieving operating unit gross profit objectives through effective leadership, workforce utilization, and operational oversight. This role ensures that all obligations and contractual commitments are fulfilled in a timely, high-quality manner while fostering customer delight, promoting sales opportunities, and maintaining positive internal and external relationships. This position is part of a progressive technician pathway designed for career growth within the company.

Requirements

High school diploma or equivalent.
Minimum of five (5) years of related experience.
Comprehensive understanding of HVAC systems, codes, and industry standards.
Proficiency in office procedures, recordkeeping, and computer applications.
Strong grasp of mechanical systems operation.
Basic math skills for estimating and cost control.
Strong reasoning skills to solve operational skills.
Strong written and verbal communication skills with proper grammar and vocabulary.
Strong organizational skills with attention to detail.
Excellent communication and public relations abilities.
Ability to motivate, lead, and support teams.
Proficiency in Microsoft Office and applicable ERP systems.

Nice To Haves

Defined advancement from Level I → II → III
Expansion into: Lead Technician, SME (Cooling, Pumps, Liquid Cooling), Service Manager, Integrated Systems Operations roles

Responsibilities

Manage assigned service agreements, demand service and facility service agreements.
Ensure assigned jobs are completed at estimated gross profit.
Allocate labor, tools, materials, and schedules to maximize preventive maintenance and installation efficiency.
Monitor and improve field productivity, motivating teams to achieve high output and morale.
Develop, communicate, and monitor service and preventive project schedules to ensure timely completion.
Coordinate with vendors, suppliers, and internal teams for material, equipment, and subcontractor needs.
Expedite schedules and proactively resolve delays.
Expedite job closeout and billing to maximize cash flow.
Control labor, material, tool, and other expenses for optimal cost-benefit.
Maintain accurate and timely documentation of field performance, material usage, and customer relations.
Address and resolve customer complaints promptly to preserve long-term relationships.
Identify and communicate sales opportunities, promoting upgrades and new business.
Support the sales team with technical expertise and assistance in salvaging at-risk accounts.
Ensure compliance with applicable codes, standards, and permits.
Provide design assistance when needed.
Implement quality assurance programs for service delivery.
Lead, delegate, and audit performance of subordinates.
Take appropriate personnel actions including hiring, promotions, and disciplinary measures.
Train and develop team members to improve technical and customer service skills.
Ensure performance of 100% of customer commitments on all assigned service agreements and demand service work.
Achieve gross profit targets for each service category assigned.
Maintain customer dissatisfaction-related cancellation rate at zero.
Keep no-charge time for assigned manpower unit at 1% of revenue or less.
Support service sales in generating and pursuing qualified sales leads.
Meet or exceed timelines as defined by the service agreement start-up flow chart.