Service Manager
Vulcan Mechanical Services · Montgomery, Alabama, United States
FULL TIMEpermanent
Job Description
Position Summary
Find out more about the daily tasks, overall responsibilities, and required experience for this opportunity by scrolling down now.
The Service Manager is responsible for leading service operations, developing and mentoring field technicians, ensuring exceptional customer service, driving profitability, and supporting business growth. This role serves as the primary liaison between field operations and the Operations Center, ensuring work is executed safely, efficiently, and in alignment with customer commitments and company objectives.
Key Responsibilities
Leadership & Team DevelopmentProvide day-to-day leadership and support to field personnel to ensure technical competency and performance excellence.Foster a culture of accountability, safety, teamwork, and continuous improvement.Deliver on customer commitments in a professional, responsive, and timely manner.Identify, develop, and mentor future field leaders.Establish clear reporting structures, workflows, and chains of command.Set performance expectations and provide ongoing coaching to Lead Technicians.Maintain regular communication with field teams to stay informed of operational needs and challenges.
Operational ManagementCollaborate daily with the Operations Center to:Plan workloads and schedulesDelegate assignmentsOrganize resourcesPrioritize service activitiesEnsure proper staffing, tools, materials, systems, and procedures are in place to support efficient field operations.Manage preventive maintenance programs, emergency service calls, and demand service (spot) calls.Support new customer start-ups and service implementation activities.
Customer Relationship ManagementMaintain strong customer relationships through consistent service execution.Ensure preventive maintenance standards and service quality expectations are met.Respond effectively to customer concerns, service issues, and emergencies.Communicate customer feedback, contract changes, and service concerns to management.
Financial Performance & ProfitabilityDrive gross profit performance across the service department.Utilize Agreement Performance Reports (APRs) and other operational metrics to monitor account performance.Analyze cost variances and implement corrective actions when necessary.Support annual planning and quarterly forecasting activities.Assist in forecasting labor requirements, fleet needs, and resource allocation.
Talent Acquisition & Workforce PlanningActively recruit, interview, and hire qualified Service Technicians.Maintain a strong talent pipeline to support business growth and service demand.Work toward maintaining a minimum service technician bench to ensure operational flexibility and responsiveness.
Training & DevelopmentTrain, coach, and develop Service Technicians and field leaders.Encourage problem-solving and critical thinking among team members.Design and implement programs that improve individual and team capabilities.Partner with operations leadership to reinforce safety policies, procedures, and compliance requirements.
Sales & Business SupportIdentify and provide qualified sales leads to the sales team.Assist with site surveys, customer assessments, and project verification meetings.Support customer retention and growth initiatives.
Systems, Compliance & Process ManagementReview and improve operational procedures and service processes.Maintain a thorough understanding of customer contracts and service obligations.Serve as a subject matter expert in company quoting and service management systems.Ensure all documentation, reporting, and administrative tasks are completed accurately and on time.
Inventory & Resource ManagementPartner with Operations leadership to manage equipment, tools, materials, and inventory.Monitor utilization and control costs while supporting efficient field operations.Ensure technicians have the resources necessary to perform work safely and effectively.
Special ProjectsLead or participate in special assignments and strategic initiatives as directed by the General Manager.Support organizational objectives beyond normal daily responsibilities as business needs evolve.
QualificationsRequired Skills & Competencies
Technical ExpertiseStrong HVAC/service industry technical knowledge.Ability to evaluate repair versus replacement recommendations.Understanding of technician skill requirements, workforce planning, and field operations.LeadershipProven ability to lead, motivate, and develop teams.Experience mentoring technicians and building future leaders.Strong decision-making and accountability skills.CommunicationExcellent verbal and written communication skills.Ability to effectively communicate with customers, technicians, operations personnel, and leadership.Strong conflict resolution and customer service capabilities.Planning & OrganizationExceptional time management and prioritization skills.Ability to coordinate personnel, materials, and schedules in a fast-paced environment.Strong attention to detail and operational execution.Financial AcumenUnderstanding of service department profitability, budgeting, forecasting, and cost control.Ability to analyze operational metrics and drive performance improvements.Preferred QualificationsPrevious experience managing service operations in HVAC, mechanical, building services, or related industries.Experience with workforce planning, technician development, and recruiting.Knowledge of preventive maintenance programs, service agreements, and field service operations.Proficiency with service management, dispatching, and quoting software systems.Why Join Us?Lead a high-performing service team.Make a direct impact on customer satisfaction, operational performance, and business growth.Opportunity to develop future leaders and shape the success of the service organization. xzbcwsv Collaborative environment focused on safety, quality, and continuous improvement.
Find out more about the daily tasks, overall responsibilities, and required experience for this opportunity by scrolling down now.
The Service Manager is responsible for leading service operations, developing and mentoring field technicians, ensuring exceptional customer service, driving profitability, and supporting business growth. This role serves as the primary liaison between field operations and the Operations Center, ensuring work is executed safely, efficiently, and in alignment with customer commitments and company objectives.
Key Responsibilities
Leadership & Team DevelopmentProvide day-to-day leadership and support to field personnel to ensure technical competency and performance excellence.Foster a culture of accountability, safety, teamwork, and continuous improvement.Deliver on customer commitments in a professional, responsive, and timely manner.Identify, develop, and mentor future field leaders.Establish clear reporting structures, workflows, and chains of command.Set performance expectations and provide ongoing coaching to Lead Technicians.Maintain regular communication with field teams to stay informed of operational needs and challenges.
Operational ManagementCollaborate daily with the Operations Center to:Plan workloads and schedulesDelegate assignmentsOrganize resourcesPrioritize service activitiesEnsure proper staffing, tools, materials, systems, and procedures are in place to support efficient field operations.Manage preventive maintenance programs, emergency service calls, and demand service (spot) calls.Support new customer start-ups and service implementation activities.
Customer Relationship ManagementMaintain strong customer relationships through consistent service execution.Ensure preventive maintenance standards and service quality expectations are met.Respond effectively to customer concerns, service issues, and emergencies.Communicate customer feedback, contract changes, and service concerns to management.
Financial Performance & ProfitabilityDrive gross profit performance across the service department.Utilize Agreement Performance Reports (APRs) and other operational metrics to monitor account performance.Analyze cost variances and implement corrective actions when necessary.Support annual planning and quarterly forecasting activities.Assist in forecasting labor requirements, fleet needs, and resource allocation.
Talent Acquisition & Workforce PlanningActively recruit, interview, and hire qualified Service Technicians.Maintain a strong talent pipeline to support business growth and service demand.Work toward maintaining a minimum service technician bench to ensure operational flexibility and responsiveness.
Training & DevelopmentTrain, coach, and develop Service Technicians and field leaders.Encourage problem-solving and critical thinking among team members.Design and implement programs that improve individual and team capabilities.Partner with operations leadership to reinforce safety policies, procedures, and compliance requirements.
Sales & Business SupportIdentify and provide qualified sales leads to the sales team.Assist with site surveys, customer assessments, and project verification meetings.Support customer retention and growth initiatives.
Systems, Compliance & Process ManagementReview and improve operational procedures and service processes.Maintain a thorough understanding of customer contracts and service obligations.Serve as a subject matter expert in company quoting and service management systems.Ensure all documentation, reporting, and administrative tasks are completed accurately and on time.
Inventory & Resource ManagementPartner with Operations leadership to manage equipment, tools, materials, and inventory.Monitor utilization and control costs while supporting efficient field operations.Ensure technicians have the resources necessary to perform work safely and effectively.
Special ProjectsLead or participate in special assignments and strategic initiatives as directed by the General Manager.Support organizational objectives beyond normal daily responsibilities as business needs evolve.
QualificationsRequired Skills & Competencies
Technical ExpertiseStrong HVAC/service industry technical knowledge.Ability to evaluate repair versus replacement recommendations.Understanding of technician skill requirements, workforce planning, and field operations.LeadershipProven ability to lead, motivate, and develop teams.Experience mentoring technicians and building future leaders.Strong decision-making and accountability skills.CommunicationExcellent verbal and written communication skills.Ability to effectively communicate with customers, technicians, operations personnel, and leadership.Strong conflict resolution and customer service capabilities.Planning & OrganizationExceptional time management and prioritization skills.Ability to coordinate personnel, materials, and schedules in a fast-paced environment.Strong attention to detail and operational execution.Financial AcumenUnderstanding of service department profitability, budgeting, forecasting, and cost control.Ability to analyze operational metrics and drive performance improvements.Preferred QualificationsPrevious experience managing service operations in HVAC, mechanical, building services, or related industries.Experience with workforce planning, technician development, and recruiting.Knowledge of preventive maintenance programs, service agreements, and field service operations.Proficiency with service management, dispatching, and quoting software systems.Why Join Us?Lead a high-performing service team.Make a direct impact on customer satisfaction, operational performance, and business growth.Opportunity to develop future leaders and shape the success of the service organization. xzbcwsv Collaborative environment focused on safety, quality, and continuous improvement.