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The Service Operations Manager leads all HVAC, plumbing, and electrical field personnel. Reporting directly to the President, this role oversees the Service Coordinator, Dispatcher, and Field Technicians. The primary focus is driving operational efficiency, training and workforce development, safety/code compliance, jobsite quality audits, revenue growth, and exceptional customer experience.
Key Duties & Responsibilities
Operations & SOPs:
- Direct day-to-day HVAC
- Plumbing and electrical field operations
- Develop, implement, and enforce standard operating procedures (SOPs) to ensure consistency.
- Conduct routine field inspections.
- Ride-alongs.
- Post-job audits to maintain workmanship standards and minimize warranty callbacks.
- Allocate field resources efficiently to meet project demands.
- Maximize technician utilization.
- Guarantee successful project delivery.
Training & Mentorship:
- Oversee apprentice progression.
- Coordinate licensing/certifications.
- Providing ongoing technical.
- Safety.
- Customer service coaching.
- Establish performance standards (KPIs).
- Benchmark technician productivity.
- Manage labor planning/staffing levels to support company growth.
- Enforce OSHA regulations and company safety policies.
- Manage municipal relationships.
- Permit fulfillment.
- Code compliance.
- Monitor vehicle readiness.
- GPS tracking.
- Fuel consumption, and asset care.
- Assist with long-term fleet lifecycle planning.
- Drive strategies to meet labor productivity.
- Revenue goals.
- Gross profit targets.
Leadership:
- Proven ability in team building.
- Conflict resolution.
- Accountability.
- Customer escalations.
- Strong knowledge of HVAC.
- Plumbing, and/or electrical systems.
- Building codes.
- Safety compliance.
- Proficient in Microsoft Office Suite. Â
- Google Workspace.
- ServiceTitan experience is highly preferred.
- Associate or Bachelor’s degree in Business, Construction Management, Mechanical Systems, or related field preferred.
- 7+ years in HVAC, plumbing, electrical, or home services.
- 3+ years supervising field personnel and leading service/installation operations.
- Applicable trade licenses and certifications are a plus.
- Split between an office setting and a fast-paced field environment.
- Frequent driving/traveling between jobsites; walking and inspecting indoor/outdoor jobsites in varying weather conditions.
- Ability to lift and carry tools, materials, and equipment as necessary.
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