Service Manager

Job Description

About Us
Looking for a team atmosphere? An organization that truly cares and looks out for all of their employees? A company that puts company CULTURE first? RCL Mechanical is a locally owned and operated business, known for high-quality plumbing, AC, and heating services in Taunton and the surrounding areas in Bristol County and the South Shore Region. RCL Mechanical is committed to its employees and their growth, not only within the company but within their community. The secret to our companys success is in the hands of our employees, and every employee has a voice here at RCL Mechanical!

The Position

The Service Manager is responsible for overall performance, execution, and customer satisfaction across the Plumbing and HVAC Service Departments. This role oversees day-to-day service operations, field execution, and technician performance to ensure work is completed safely, accurately, profitably, and in line with company standards.

The Service Manager plays a critical leadership role in delivering consistent 5-star service, driving accountability in the field, and supporting company growth through strong operational controls and team development.

Responsibilities:

• Oversee all service operations, including dispatch coordination, scheduling, job execution, and workflow management to ensure efficient and timely completion of service calls.
• Serve as the primary escalation point for service-related customer concerns, ensuring prompt resolution and high customer satisfaction.
• Monitor and manage service department financial performance, including labor efficiency, material usage, margins, callbacks, and overall profitability.
• Provide technical support and guidance to plumbing and HVAC technicians, including troubleshooting, diagnostics, and repair strategy when needed.
• Ensure all service work is performed in compliance with company standards, safety protocols, licensing requirements, and applicable codes.
• Collaborate closely with dispatch, sales, install, and procurement teams to ensure seamless communication and operational alignment.
• Drive accountability for proper documentation, job notes, photos, time entries, and close-out procedures within Service Titan.
• Analyze service metrics and KPIs including productivity, margins, callbacks, and customer satisfaction and implement improvement strategies.
• Stay current on plumbing and HVAC industry trends, technologies, regulations, and safety standards and recommend process or training improvements.
• Prepare and present regular reports to senior leadership on service department performance, challenges, and opportunities for growth.

Qualifications:

• Minimum of 5 years of experience in HVAC/Plumbing service, including hands-on experience in installation, maintenance, and repair of HVAC & Plumbing systems.
• Strong leadership skills with proven experience in managing a team of HVAC & Plumbing technicians.
• In-depth knowledge of HVAC & Plumbing systems, components, and related technologies, as well as industry regulations and safety standards.
• Excellent communication and interpersonal skills, with the ability to effectively communicate with customers, team members, and other stakeholders.
• Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.
• Strong problem-solving and decision-making skills, with the ability to think critically and analyze situations.

Requirements

• Self-motivated and flexible team player that isn't afraid to ask for help.
• Positive attitude
  
• Deadline driven
• Can handle and prioritize multiple projects in fast-paced environment
• Strong written and verbal communication skills
  
• Familiar with service titan software is a plus
• Strong written, verbal, analytical and interpersonal skills

Benefits

• 401(k) matching
• Medical, Dental, and Vision insurance
• Employee discount
• Paid time off
• Referral program
  
• Tuition reimbursement