Service Manager
Kensington Mechanical•Waltham, MA
•Onsite
About The Position
We are seeking a highly experienced and motivated Refrigeration Service Manager to lead and oversee our refrigeration service department. The successful candidate will be responsible for managing technicians, ensuring top-tier customer satisfaction, overseeing maintenance and repair services, and driving operational efficiency in service delivery.
Requirements
- 5+ years of experience in commercial/industrial refrigeration service, including leadership roles.
- Strong knowledge of refrigeration systems, components, and safety protocols.
- EPA Universal Certification.
- Valid driver’s license with a clean driving record.
- Strong communication, organizational, and leadership skills.
Nice To Haves
- HVAC/R Technical Certification or Associate’s degree in Mechanical Engineering or related field.
- Proficiency with service software (e.g., ServiceTitan, FieldEdge, or equivalent).
- Experience in managing union or non-union field personnel.
Responsibilities
- Supervise, train, and support a team of refrigeration service technicians.
- Manage scheduling, dispatch, and workload balancing to optimize technician productivity.
- Conduct performance evaluations, identify skill gaps, and support professional development.
- Ensure compliance with safety procedures, company policies, and industry regulations.
- Oversee daily operations of refrigeration service, maintenance, and emergency repairs for commercial and industrial customers.
- Monitor service performance metrics including response times, service quality, and job completion rates.
- Ensure timely and accurate completion of work orders, reports, and service documentation.
- Manage procurement of parts, tools, and inventory necessary for field service operations.
- Serve as the primary point of contact for key clients regarding refrigeration service matters.
- Handle escalated customer issues and ensure timely, satisfactory resolution.
- Provide technical advice and consultation to customers when needed.
- Maintain strong, long-term customer relationships to support retention and growth.
- Develop and manage department budgets, including labor and materials costs.
- Collaborate with sales teams to identify service opportunities and support proposals.
- Provide input on pricing strategies, contract renewals, and service agreements.
- Track KPIs and prepare monthly reports for senior management.
- Provide guidance on complex diagnostics, troubleshooting, and system retrofits.
- Stay updated on emerging refrigeration technologies, EPA regulations, and sustainability practices.
- Support technical training initiatives and enforce EPA and OSHA compliance.
Benefits
- Competitive salary + performance bonuses.
- Health insurance coverage.
- 401(k) with employer match.
- Paid time off and holidays.
- Professional development and training opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
