Job Type
Full-time
Description
The
Commercial Service Operations Manager partners directly with the Field Service Manager, who leads the technicians, field execution, customers in the field, and fleet. Together the two roles run Commercial Service - one from the office and analytical side, one from the field side. This position provides the analytical and process ownership that sits above day-to-day coordination and works closely with accounting, sales, and project teams.
Requirements
Responsibilities: - Own the office side of Commercial Service operations, administration, workflow, systems, and process discipline while the Field Service Manager owns technicians, field execution, and fleet.
- Own Commercial Service financial performance and reporting, including revenue, profitability, labor performance, WIP, backlog, unbilled cost, and budget results.
- Run the WIP process: review it regularly, drive aging down, and ensure work in progress is billed accurately and on time.
- Build, maintain, and publish the KPIs and analytics used to run the business, turning the data into recommendations and action rather than reports alone.
- Ensure quotes are produced, priced, sent, followed up on, and closed within expected timeframes.
- Drive down unbilled cost and improve billing accuracy, cycle time, and cash conversion.
- Own job setup, tracking, and closeout from a process standpoint so every job has clear scope, budget, and financial visibility from open to close.
- Lead, coach, and develop the service coordination team, setting clear expectations, providing feedback and accountability, and supporting their development.
- Ensure customers are taken care of from the office side, responsiveness, communication, documentation, invoicing accuracy, and resolution of billing or service concerns.
- Partner with the Field Service Manager on staffing, scheduling, capacity planning, and workload balancing, bringing the data and analysis behind those decisions.
- Own Commercial Service processes at a strategic level: identify gaps, design improvements, document standards, and drive adoption across the team.
- Ensure Service Technicians and Office Coordinators are trained on and consistently using the Company's business systems and processes.
- Support annual budgeting, forecasting, and operating priorities.
- Partner effectively with field teams, sales, accounting, project teams, Safety, HR, and other internal partners.
- Model Company Core Values and reinforce them through leadership decisions, coaching, recognition, and accountability.
Required qualifications: - High school diploma or General Education Degree (GED) required
- Associate or bachelor's degree in business, accounting, finance, construction management, or a related field preferred
- 3 to 7 years of relevant service operations, business operations, or financial/analytical experience required
- 7 to 10 years of relevant experience preferred
- Microsoft Office Suite experience required; advanced Excel skills strongly preferred
- Service management or ERP system experience required (job costing, WIP, billing, dispatch)
- Strong analytical skills with the ability to build, interpret, and act on KPIs and financial reporting
- Demonstrated experience owning and improving business processes
- Leadership, team development, and recruiting experience preferred
- Working knowledge of commercial HVAC/R service operations preferred
- Strong written and verbal communication skills
- Carry a valid driver license and have dependable transportation required
- Ability to visit jobsites occasionally and lift up to 25 pounds
