Field Service Operations Manager "Commercial HVAC/Plumbing"

FIELD OPERATIONS MANAGER

POSITION SUMMARY

The Commercial Service Operations Manager is responsible for leading the daily operations, field execution, customer experience, and financial performance of the commercial service department for a mechanical contractor. This role oversees service technicians, dispatch coordination, maintenance agreement execution, vendor support, and operational processes to ensure safe, efficient, profitable, and high-quality service delivery across HVAC, plumbing, and mechanical service work.

KEY RESPONSIBILITIES

· Lead, coach, and develop commercial service technicians, service coordinators, dispatchers, and support staff to meet company standards for safety, quality, productivity, and customer service.

· Manage daily service operations, including scheduling, dispatch priorities, emergency response, maintenance agreement execution, quoted repairs, and technician assignments.

· Ensure technicians have proper tools, truck stock, inventory, safety equipment, and vendor support needed to complete work efficiently.

· This position requires roughly a 70/30 Field/Office split of your time for each week

· Maintain a rolling three-day look-ahead schedule to align labor, materials, customer commitments, and service priorities.

· Partner with field technicians to review job notes, diagnostics, estimates, work orders, check-in/check-out procedures, and documentation quality.

· Support technician training, ride-along, performance reviews, technical development, and accountability for company procedures.

· Coordinate manpower needs between service, retrofit, construction, and project teams to maximize utilization and support customer commitments.

· Drive customer satisfaction by resolving escalations, communicating job status clearly, and ensuring timely completion of service work.

· Review service performance metrics, including revenue, gross margin, labor utilization, maintenance completion, callback rates, response time, quoted repair conversion, and customer satisfaction.

· Maintain strong relationships with vendors, manufacturers, suppliers, subcontractors, and internal departments to support service delivery.

· Promote a servant-leadership culture focused on accountability, professional development, communication, and continuous improvement.

· Ensure compliance with company safety policies, code requirements, licensing expectations, documentation standards, and industry best practices.

REQUIRED QUALIFICATIONS

· Minimum of 7 years of commercial mechanical, HVAC, plumbing, or service operations experience, with progressive leadership responsibility preferred.

· Strong technical understanding of commercial HVAC, mechanical systems, service diagnostics, maintenance practices, and repair processes.

· Proven ability to lead field personnel, manage dispatch priorities, coach technicians, and hold teams accountable to operational goals.

· Experience managing service financials, including labor productivity, gross margin, job costing, estimates, maintenance agreements, and service revenue.

· Excellent communication, customer service, conflict-resolution, and problem-solving skills.

· Working knowledge of service management software, work order documentation, mobile technician tools, and reporting systems.

· Valid driver’s license and ability to travel to customer sites, job locations, and field operations as needed.

PREFERRED QUALIFICATIONS

· Industry certifications, trade licenses, manufacturer training, OSHA training, or equivalent technical credentials.

· Journeyman-level mechanical, HVAC, refrigeration, or plumbing background.

· Experience with commercial maintenance agreements, quoted repairs, retrofit coordination, and customer account support.

· Background working for a mechanical contractor, commercial service contractor, or facilities service provider.

SUCCESS MEASURES:

· Technicians are prepared, supported, trained, and held accountable for safe, professional service delivery.

· Service calls, maintenance agreements, and quoted repairs are completed on schedule and within expected profitability targets.

· Customers receive timely communication, quality workmanship, and consistent follow-through.

· Dispatch, field operations, parts, vendors, and office teams are aligned around current, next, and upcoming service priorities.

· The service department demonstrates measurable improvement in productivity, documentation accuracy, customer satisfaction, and employee development.