Service Operations Manager

Perfection Group•Louisville, KY

7h•Onsite

About The Position

Perfection Group is seeking a collaborative, accountable leader to serve as Service Operations Manager for our Louisville, KY market. This role leads the safe, efficient, and profitable delivery of commercial HVAC service. Working closely with Field Supervisors, Service Coordinators, technicians, sales, and market leadership, the Service Operations Manager ensures we deliver on our customer commitments while creating an environment where our associates can succeed. We’re looking for someone who understands commercial HVAC service operations, communicates clearly, and follows through consistently. This leader will maintain a visible presence throughout the Louisville market, build strong relationships, and strengthen operating practices to support customer needs and continued growth.

Requirements

Lead with safety and hold yourself and others accountable.
Have experience in commercial HVAC service, field operations, or mechanical contracting.
Align technician skills, workload, customer priorities, and available capacity.
Build trust with technicians, customers, sales partners, and business leaders.
Communicate openly, directly, and professionally—even during difficult conversations.
Coach and develop others while setting clear performance expectations.
Use financial and operational information to make sound business decisions.
Remain composed and focused on solutions when priorities change.
Take ownership of results and consistently follow through on commitments.
Enjoy being present in the field and actively supporting your team.

Nice To Haves

Five or more years of experience in commercial HVAC service, mechanical contracting, field service, or a related technical operation.
Previous leadership, supervisory, or operational management experience.
Working knowledge of commercial HVAC equipment, preventive maintenance, service practices, and field operations.
Experience managing customer relationships, labor resources, operational performance, and financial results.
Strong communication, organization, decision-making, and problem-solving skills.
Ability and willingness to travel throughout the Louisville service area.
Valid driver’s license and an acceptable driving record.
Technical training, trade certifications, or a degree in HVAC, mechanical systems, construction management, or business is preferred but not required.
Equivalent combinations of education, technical knowledge, leadership experience, and demonstrated performance will be considered.

Responsibilities

Lead the day-to-day delivery of preventive maintenance, demand service, quoted repairs, emergency calls, and small service projects throughout the Louisville market.
Maintain a visible leadership presence and build a connected, collaborative team.
Partner with Field Supervisors and Service Coordinators to align technician skills, schedules, customer needs, and geographic coverage.
Reinforce safe work practices and ensure company policies and required procedures are consistently followed.
Lead, coach, develop, and support assigned field and operations associates.
Help recruit, onboard, engage, and retain qualified technicians to support market growth.
Establish clear expectations and address performance, quality, or conduct concerns promptly and fairly.
Monitor workload, open service calls, preventive maintenance completion, labor productivity, callbacks, overtime, and work-order aging.
Support timely and accurate service documentation, job closing, billing, and cost management.
Build strong customer relationships and take ownership of escalated service concerns.
Partner with sales to support customer retention, account growth, and new opportunities.
Share accountability for revenue, gross margin, labor utilization, operating expenses, customer retention, and overall market performance.
Identify operational gaps and implement consistent, effective practices that improve service delivery.
Collaborate with Shared Services, other Service markets, and Perfection Group’s Design-Build, Green, and Total Facility Solutions teams.