Service Manager

VULCAN MECHANICAL SERVICES INC•Hoover, AL

About The Position

The Service Manager leads service operations, develops and mentors field technicians, ensures exceptional customer service, drives profitability, and supports business growth. The role is the primary liaison between field operations and the Operations Center, ensuring work is performed safely, efficiently, and in line with customer commitments and company objectives. The Service Manager oversees day-to-day field team leadership, operational planning, customer relationships, financial performance, workforce planning, training, sales support, systems and compliance, and inventory and resource management. The role also leads or participates in special assignments and strategic initiatives as directed by the General Manager.

Requirements

Strong HVAC/service industry technical knowledge.
Ability to evaluate repair versus replacement recommendations.
Understanding of technician skill requirements, workforce planning, and field operations.
Proven ability to lead, motivate, and develop teams.
Experience mentoring technicians and building future leaders.
Strong decision-making and accountability skills.
Excellent verbal and written communication skills.
Ability to communicate effectively with customers, technicians, operations personnel, and leadership.
Strong conflict resolution and customer service capabilities.
Exceptional time management and prioritization skills.
Ability to coordinate personnel, materials, and schedules in a fast-paced environment.
Strong attention to detail and operational execution.
Understanding of service department profitability, budgeting, forecasting, and cost control.
Ability to analyze operational metrics and drive performance improvements.

Nice To Haves

Previous experience managing service operations in HVAC, mechanical, building services, or related industries.
Experience with workforce planning, technician development, and recruiting.
Knowledge of preventive maintenance programs, service agreements, and field service operations.
Proficiency with service management, dispatching, and quoting software systems.

Responsibilities

Provide day-to-day leadership and support to field personnel, fostering accountability, safety, teamwork, and continuous improvement.
Deliver customer commitments professionally, responsively, and on time.
Identify, develop, and mentor future field leaders; establish reporting structures, workflows, and chains of command; set expectations and coach Lead Technicians.
Maintain regular communication with field teams about operational needs and challenges.
Collaborate daily with the Operations Center to plan workloads and schedules, delegate assignments, organize resources, and prioritize service activities.
Ensure staffing, tools, materials, systems, and procedures support efficient field operations.
Manage preventive maintenance programs, emergency service calls, and demand service calls.
Support new customer start-ups and service implementation activities.
Maintain customer relationships and ensure preventive maintenance standards and service quality expectations are met.
Respond to customer concerns, service issues, and emergencies, and communicate customer feedback, contract changes, and service concerns to management.
Drive service department gross profit performance; use Agreement Performance Reports and other metrics to monitor account performance, analyze cost variances, and implement corrective actions.
Support annual planning and quarterly forecasting, including forecasting labor requirements, fleet needs, and resource allocation.
Recruit, interview, and hire qualified Service Technicians; maintain a talent pipeline and work toward a minimum technician bench to support operational flexibility.
Train, coach, and develop Service Technicians and field leaders; encourage problem-solving and critical thinking; develop programs to improve individual and team capabilities.
Partner with operations leadership to reinforce safety policies, procedures, and compliance requirements.
Identify and provide qualified sales leads; assist with site surveys, customer assessments, and project verification meetings; support customer retention and growth.
Review and improve operational procedures and service processes; understand customer contracts and service obligations; serve as a subject matter expert in company quoting and service management systems.
Ensure documentation, reporting, and administrative tasks are completed accurately and on time.
Partner with Operations leadership to manage equipment, tools, materials, and inventory; monitor utilization and costs; ensure technicians have resources to work safely and effectively.
Lead or participate in special assignments and strategic initiatives as directed by the General Manager, and support organizational objectives as business needs evolve.