Job Summary:The Service Operations Manager (SOM) is responsible for the execution of HVAC, Refrigeration & Plumbing Service across all locations. The SOM drives operational excellence to satisfy customers and meet planned gross profit levels. The SOM supervises Service Managers and has overall responsibility for our mechanical, refrigeration and plumbing field service. Works with Service Managers to determine required staffing levels and assists with recruiting, training, and retaining technicians. Promotes the use of the Company process by the team while continually working to improve and document our best practices.
Essential Functions:- Lead and oversee HVAC, Refrigeration, and Plumbing service operations across all locations, providing direction, coaching, and regular feedback to service personnel and managers.
- Establish and monitor standardized processes, KPIs, and performance metrics to improve first-time fix rates, response times, technician utilization, service quality, and customer satisfaction.
- Conduct regular service meetings and monthly financial reviews with service managers to evaluate performance, costs, profitability, and operational priorities.
- Forecast staffing, vehicle, tool, equipment, and inventory needs to support business growth and customer demand; participate in recruiting and onboarding new technicians.
- Manage service department budgets, labor costs, inventory, and P&L performance while identifying opportunities to reduce costs and increase revenue.
- Maintain accountability for quality control, profitability, productivity, and customer satisfaction across the service organization.
- Oversee field service performance for key customer accounts, including maintaining a 97% or higher SLA score, a minimum 92% single-trip success rate, and a maximum 2% failed-call rate.
- Ensure timely daily Work Order reviews and proactively monitor calls resulting in Parts Op and Parts Non-Op status.
- Standardize service documentation, reporting, and operational procedures across locations.
- Partner with Sales and Service Managers to grow maintenance agreements, service contracts, and other service offerings.
- Conduct regular branch visits, operational audits, and performance reviews to ensure consistent service quality and adherence to company standards.
- Mentor and develop employees by providing coaching, career-pathing, and opportunities for professional growth.
- Build and maintain strong relationships with key customers, industry partners, and other stakeholders through consistent communication and service excellence.
- Maintain a strong working knowledge of COINS to support reporting, financial oversight, and management decision-making.
- Communicate regularly with key customers to understand service needs, address concerns, and strengthen long-term business relationships.
- Accept and perform other work as assigned.
Supervisory Responsibilities- Service managers, inventory, and other staff assigned.
Education and Qualifications:- High School Diploma or GED required.
- Bachelor's degree with a concentration in business or engineering is preferred.
- 20+ years of industry experience with very strong technical skills.
- IO+ years in a Service management role.
- Understands HVAC, Plumbing, and Refrigeration systems.
- Demonstrate a strong work ethic, along with a high level of customer.
- Ability to work in a fast-paced environment with demonstrated ability to multitask and manage company demands simultaneously.
- Display poise, tact, and diplomacy when dealing with employees, customers, and vendors.
- Strong problem-solving capabilities.
- Display high professional appearance and demeanor at all times.
- Demonstrate punctuality, as well as schedule flexibility, when needing to work late due to business demands.
Licenses/Certifications- Valid Florida Drivers License Required.
- Incumbent must be insurable at all times by CES insurance carrier
- Environmental Protection Agency (EPA) Certification
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