Service Manager

FIRSTCALL MECHANICAL GROUP LLC • Belle Chasse, LA

23d • Onsite

About The Position

FirstCall Mechanical is seeking a Service Operations Manager to lead its commercial service department, which handles maintenance agreements, repair projects, and on-demand service. The manager owns the department’s financial results, develops a skilled and motivated technician team, and ensures customer work is completed correctly, on time, and within budget. This is a hands-on leadership position, primarily focused on managing the business, with field support for technicians as needed.

The role oversees department financial performance, revenue growth, quoting and project execution, technician hiring and development, service scheduling, customer relationships, safety, fleet and inventory. Success is assessed through measures including scheduled preventive-maintenance completion, technician utilization, first-time fix rate, contract labor versus budget, gross margin, callback rate, customer satisfaction, safety record, and technician retention. The position reports to the Branch Leader and has responsibility for the service team. The work requires travel to multiple customer sites in a field environment.

Requirements

• At least 5 years of commercial HVAC service experience, including at least 2–3 years in a supervisory or management role.
• Strong technical knowledge of commercial equipment such as RTUs, split systems, chillers, boilers, and VRF.
• EPA 608 Universal certification.
• Experience managing a department budget, P&L, or service sales.
• Experience with field service software.
• Valid driver’s license and acceptable driving record.
• Strong communication, organization, and problem-solving skills.
• Ability to travel to multiple customer sites in a field environment.
• Ability to regularly lift and/or move up to 25 pounds.
• Ability to use a computer keyboard and telephone, reach with hands and arms, and frequently stand, walk, and sit; occasional climbing, balancing, stooping, kneeling, crouching, or crawling is required.
• Vision abilities including close, distance, and peripheral vision, depth perception, and ability to adjust focus.

Nice To Haves

• OSHA 30.
• Building automation or controls experience.
• Estimating or service sales background.

Responsibilities

• Own the service department P&L, including revenue, gross margin, and labor utilization across contracts, quoted repairs, and on-demand service.
• Grow service revenue by turning preventive-maintenance findings into repair quotes, renewing and expanding maintenance agreements, and pricing work profitably.
• Source parts and pricing, prepare repair quotes, and manage approved projects through completion and closeout.
• Track department KPIs and review results with leadership monthly.
• Recruit, hire, onboard, and retain skilled technicians, and address performance or conduct issues fairly and promptly.
• Hold regular one-on-ones, set clear goals, and conduct performance reviews.
• Assess technician skills, create development plans, and oversee ongoing technical and safety training.
• Provide technical guidance on diagnostics, procedures, and quality workmanship.
• Partner with dispatch to assign the right technician to each job based on skill, location, and priority.
• Manage maintenance agreement schedules to complete all preventive-maintenance visits on time and within budgeted hours; flag overruns and adjust contract pricing at renewal.
• Ensure materials, equipment, and tools are ordered and staged for scheduled work.
• Develop and refine work procedures to improve efficiency and quality.
• Handle escalated customer issues and resolve complaints promptly and professionally.
• Build long-term relationships with key accounts.
• Enforce safety policies, respond to and investigate field incidents, and follow drug-testing procedures.
• Maintain accurate inventory, tool, and vehicle records; ensure fleet preventive maintenance is completed.
• Keep the shop and warehouse organized, clean, and safe.

Benefits

• Competitive weekly pay.
• Comprehensive healthcare coverage, including medical, dental, and vision, with some company-paid plans.
• 401(k) retirement savings plan with a 5% match.
• Life insurance.
• Short- and long-term disability coverage.
• Up to four weeks of paid time off.
• Nine paid holidays, plus Veterans Day for veterans.
• Company-sponsored education and career advancement programs, including FirstCall Academy, the Learning & Education Assistance Program (LEAP), and the FirstCall Progression Program.
• Referral bonus of $2,500 per referral.
• Company vehicle or allowance.
• Mobile phone or phone allowance.
• Uniforms and work boot allowances.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed