Service Manager

Description

We are currently seeking a highly experienced and skilled Service Manager with 5-10 years of experience in boiler, burner, or industrial equipment industry to oversee the daily operations of a specialized service department, focusing on the maintenance, repair, and combustion optimization of industrial and commercial heating systems to ensure high customer satisfaction and operational efficiency. This role requires a blend of high-level technical expertise in steam and hydronic systems and the leadership skills necessary to manage a field-based technical team.

The Service Manager oversees the lifecycle of service projects—from initial client inquiry to final invoicing—ensuring all work complies with all applicable codes and safety regulations. They are responsible for driving departmental profitability while maintaining high standards of customer trust and technical excellence.

Core Responsibilities

• Field Leadership: Recruit, hire, train, direct, schedule, and mentor service technicians specializing in fired equipment controls such as those for watertube and firetube boilers.
• Operational Oversight: Manage the service schedule and dispatch the workload for emergency repairs, annual inspections, and preventative maintenance programs by placing the appropriate technician on a job to maximize efficiency and customer satisfaction. 
• Technical Support: Provide expert guidance for troubleshooting complex burner controls, PLC integration, and combustion analysis issues.
• Compliance Management: Ensure all field activities adhere to OSHA safety standards, local boiler codes, and environmental regulations.
• Resource Management: Oversee field equipment, technician training, and specialized tool inventory.
• Customer Relations: Act as the primary technical contact for industrial clients, providing service quotes and resolving escalated technical issues.
• Performance Tracking: Develop and analyze metrics to drive continuous process improvement.
• Regional Service: Act as a service technician when necessary.

Requirements

• Experience: Typically, 5-10 years in a service or leadership role within a relevant industry. Proven leadership experience managing field teams, service technicians or multi-site operations. Strong technical understanding of boiler/burner systems, mechanical equipment, and control systems. The ability to act as a regional service technician for local customers. 
• Education: Bachelor’s degree in engineering or technical degree is strongly preferred; however cumulative relevant experience will be considered.
• Soft Skills: Strong conflict resolution, emotional intelligence, verbal interpersonal communication and problem-solving abilities.
• Technical Proficiency: Knowledge of CRM software, project management tools, and data literacy. Ability to generate and present reports on operational performance, including KPIs such as utilization, gross margins, and efficiency metrics. Demonstrated ability to build and enforce standardized processes and improve operational consistency.

Travel: <25%

Reports to the GM