Field Service Manager

Sila Services•Woburn, MA

4d•Onsite

About The Position

Central Cooling & Heating is seeking a dynamic Field Service Manager for their Woburn, MA location. This role is for a visionary leader passionate about excellence, inspiring and uplifting a team to achieve greatness. With over five decades of setting the standard in HVAC services across Greater Boston, the company is looking for someone to continue their legacy of excellence and innovation. The ideal candidate will drive the company's mission, mentor skilled technicians, and maintain a reputation for unmatched quality. This is an opportunity to build a career with a team dedicated to delivering the best home services.

Requirements

Strong understanding of commercial HVAC systems, service operations, troubleshooting, and repair.
Ability to understand complex technical issues and provide appropriate guidance to technicians.
Ability to evaluate service-related problems and make informed technical decisions.
Strong commitment to workplace safety and proper field procedures.
Ensures technicians follow company policies, OSHA requirements, and applicable safety regulations.
Promotes a culture where safety and quality are priorities.
Valid Driver’s License and clean driving record

Responsibilities

Lead, manage, coach, and develop a team of HVAC service technicians.
Oversee daily field service operations to ensure work is completed safely, efficiently, and according to company standards.
Manage technician scheduling, dispatch coordination, workforce planning, and resource allocation.
Ensure the appropriate technicians, equipment, parts, and resources are available to meet customer needs.
Provide technical support and guidance to technicians when troubleshooting complex HVAC issues.
Monitor technician productivity, performance, service quality, and customer satisfaction.
Conduct regular performance reviews, provide feedback, and establish performance expectations.
Handle customer complaints, service issues, and escalations while maintaining strong customer relationships.
Serve as a liaison between customers, technicians, dispatch, sales, and company leadership.
Ensure technicians follow OSHA requirements, company safety policies, and applicable industry regulations.
Promote a strong culture of safety, accountability, professionalism, and quality workmanship.
Monitor service department KPIs and identify opportunities to improve productivity, efficiency, and profitability.
Review job performance, labor hours, callbacks, materials, and other operational metrics.
Assist with budgeting, forecasting, and controlling service-related expenses.
Identify staffing needs and participate in recruiting, interviewing, hiring, and onboarding service technicians.
Develop training plans and identify opportunities for technician skill development.
Resolve field conflicts and operational challenges quickly and professionally.
Identify recurring service issues and implement solutions to prevent future problems.
Work with leadership to develop and implement strategies that improve service operations and customer retention.
Maintain accurate documentation and ensure service records are completed properly.
Remain calm, decisive, and solutions-focused when dealing with high-pressure situations.
Lead by example and create a positive, accountable, and high-performing service team.