Service Manager

VULCAN MECHANICAL SERVICES INC•Montgomery, AL

22d

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 alignment with customer commitments and company objectives. The Service Manager provides day-to-day leadership to field personnel, coordinates workloads and resources with the Operations Center, manages preventive maintenance and service calls, and maintains strong customer relationships. The role also monitors department financial performance, supports workforce planning and recruiting, develops technicians and field leaders, contributes to sales and customer growth, improves service processes, and manages equipment, tools, materials, and inventory. The position may also lead or participate 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 and 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, promoting technical competency and performance excellence.
Foster 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 performance expectations and coach Lead Technicians; maintain regular communication with field teams.
Collaborate daily with the Operations Center to plan workloads and schedules, delegate assignments, organize resources, and prioritize service activities.
Ensure appropriate staffing, tools, materials, systems, and procedures are available for 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; communicate customer feedback, contract changes, and service concerns to management.
Drive gross profit performance, use Agreement Performance Reports and other metrics to monitor accounts, analyze cost variances, and implement corrective actions.
Support annual planning and quarterly forecasting; assist with forecasting labor requirements, fleet needs, and resource allocation.
Recruit, interview, and hire qualified Service Technicians; maintain a talent pipeline and work toward maintaining a minimum technician bench.
Train, coach, and develop Service Technicians and field leaders; encourage problem-solving and critical thinking; design programs to improve 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 accurate and timely.
Partner with Operations leadership to manage equipment, tools, materials, and inventory; monitor utilization and control costs.
Ensure technicians have the resources to perform work safely and effectively.
Lead or participate in special assignments and strategic initiatives as directed by the General Manager, supporting broader organizational objectives as business needs evolve.