Service Manager - Charleston, SC

Total Comfort Service Center Inc•North Charleston, SC

About The Position

The Service Manager leads the Service Department to achieve operational and financial objectives while delivering high-quality service and fulfilling customer commitments. The role is accountable for department profitability, labor utilization, service agreement performance, customer satisfaction, and employee development. The Service Manager builds and leads a capable, accountable team while ensuring effective planning, execution, and continuous improvement of service operations. Working closely with the General Manager, sales, projects, and other departments, the Service Manager supports customer retention, business growth, and the adoption of technologies and operating practices that strengthen TCS/Dynamiq’s service capabilities. The role oversees the Client Coordinator, Service Coordinator, Service Supervisor, and Technicians, and reports to the General Manager. Work takes place in office environments, customer facilities, mechanical rooms, and construction sites. Occasional evening, weekend, and emergency project support may be required.

Requirements

Extensive experience in commercial and industrial HVAC service operations.
Demonstrated experience leading service personnel and managing operational performance.
Strong understanding of commercial HVAC systems, service operations, and applicable codes and standards.
Demonstrated ability to manage departmental profitability, labor utilization, costs, and operational performance.
Proficiency with service management systems, reporting tools, and related technologies.
Strong leadership, coaching, communication, and problem-solving skills.
Ability to establish expectations, address performance concerns, and hold employees accountable.
Ability to build productive relationships across departments.
Customer-focused, solutions-oriented approach, and willingness to learn, adapt, and lead improvements.

Nice To Haves

Associate or bachelor’s degree in a technical or business-related field; equivalent industry experience may be substituted.

Responsibilities

Lead department operations to achieve revenue, gross profit, labor utilization, productivity, and operating plan objectives.
Monitor financial performance, agreement profitability, work orders, staffing, and labor requirements, and implement corrective actions as needed.
Plan, schedule, and oversee preventive maintenance, repairs, and service work.
Ensure timely job completion, documentation, closeout, and billing.
Maintain appropriate staffing, tools, equipment, systems, and resources to meet customer commitments.
Oversee purchasing practices, vehicle fleet management, and departmental cost control.
Lead, coach, develop, and retain service personnel while fostering accountability, teamwork, and customer service.
Set performance expectations, provide regular feedback, conduct evaluations, and address performance concerns.
Recommend hiring, promotions, compensation changes, disciplinary actions, and terminations.
Maintain a recruiting network and develop a pipeline of potential employees.
Identify development needs and ensure appropriate training, certifications, and growth opportunities.
Ensure employees understand their responsibilities, have the resources to succeed, and take ownership of results.
Ensure service agreements are performed in accordance with contractual commitments and quality standards.
Conduct new agreement start-up meetings and establish service delivery expectations.
Monitor customer satisfaction, resolve escalated concerns, and maintain customer relationships.
Support agreement retention, renewals, price escalations, and customer salvage efforts in coordination with sales.
Identify service opportunities and communicate leads and customer needs to sales resources.
Ensure preventive maintenance, repairs, and service work meet company quality standards and customer expectations.
Conduct field and preventive maintenance reviews to evaluate work quality and identify training needs.
Ensure technicians have the technical capabilities required to fulfill customer commitments.
Promote a safety-first culture and ensure compliance with company policies and applicable safety requirements.
Ensure appropriate safety training, field inspections, incident reporting, and corrective actions.
Maintain compliance with applicable mechanical codes, industry standards, and company procedures.
Coordinate with sales, projects, controls, and other departments to deliver customer solutions.
Ensure effective communication and handoffs involving customer requirements, service opportunities, project work, and resource needs.
Adopt and use company technologies, systems, and operating procedures to improve service delivery and performance.
Develop employees’ understanding and use of new technologies and service capabilities.
Identify inefficiencies and implement improvements to strengthen productivity, quality, and customer outcomes.
Provide accurate operational reporting, performance analysis, and recommendations to the General Manager.