Service Operations Manager

Service Operations Manager

EMCOR Services Aircond is a leading commercial and industrial heating, ventilating, and air-conditioning (HVAC) service company in the Southeast. For more than 87 years, Aircond has designed and delivered comprehensive HVAC solutions to businesses seeking to enhance their productivity and efficiency. Today, Aircond delivers a full spectrum of facility services to single and multi-site clients, from HVAC service to complete operations and maintenance solutions.

Job Title: Service Operations Manager

Summary: We are seeking a results-driven and experienced HVAC Service Operations Manager to oversee daily operations of our HVAC service department in NC/SC. This role is responsible for managing service operations, ensuring excellent customer service, driving operational efficiency, maintaining safety standards, and achieving financial goals. The ideal candidate will bring leadership, technical knowledge, and organizational skills to ensure top-tier service delivery and team performance.

Location: This role will preferably be based at EMCOR Services Aircond's office located in Charlotte, NC. There is an option for an individual to work out of one of our satellite offices in the following locations:

• North Carolina: Charlotte or Raleigh
• South Carolina: Columbia or Greenville

Travel: 50% Travel will be required to travel to branch offices and site-based customers located throughout South Carolina and North Carolina

Duties and Responsibilities:

• Supervise, mentor, and support HVAC service operations.
• Recruit, onboard, and train new team members.
• Manage District Service Managers and technician workload for optimal performance.
• Manages the administrative functions and associates of the Columbia and Charlotte offices.
• Conduct performance evaluations and develop improvement plans.
• Oversee service operations to ensure jobs are completed on time, within budget, and to customer satisfaction.
• Implement and monitor KPIs, service metrics, and workflow processes.
• Disseminates policy to district service managers.
• Set deadlines to ensure timely completion of work.
• Coordinates activities of department with related activities of other departments to ensure efficiency and economy.
• Ensure the accurate use of service management software for Service Orders, Documentation, and reporting.
• Resolve escalated customer issues and ensure consistent service excellence.
• Review job completion reports, conduct quality checks, and enforce company standards.
• Maintain strong client relationships and promote customer loyalty.
• Collaborate with accounting and sales to manage job costing, billing, and budget adherence.
• Assist in pricing strategies, quoting service contracts, and forecasting revenue.
• Control labor costs, overtime, and material usage to improve profit margins.
• Approve PM contract renewals to maintain profit margins.
• Monitors and analyzes costs and prepares budget. Identifies needs and/or reductions as appropriate.
• Authorizes invoices, purchase orders and District Service Manager p-card receipts.
• Enforce safety protocols and ensure compliance with local, state, and federal HVAC regulations.
• Lead regular operations meetings and technician training sessions.
• Coach and develop team members to ensure continued skill growth and to create a cohesive team.
• Attend department meetings including technician quarterly safety training.
• Monitor certifications, and continuing education requirements for the service teams.
• Other duties as assigned.

Qualifications:

• 10+ years of experience in HVAC service, with at least 2 years in a management or supervisory role.
• Strong knowledge of commercial/Industrial HVAC systems and repair techniques.
• Proven leadership skills with the ability to manage teams and handle conflict resolution.
• Familiarity with service management platforms.
• Strong organizational, time management, and problem-solving abilities.
• Excellent communication skills verbal and written.
• Valid driver's license and clean driving record.
• EPA certification.

Education:

• High school diploma or GED required.
• Associate or bachelor's degree in HVAC technology, business management, or equivalent HVAC management experience.

What you can expect from EMCOR Services Aircond:

• Health Insurance: 4 plans available to choose from with Rx coverage
• Heath Saving Account (HSA) and Flexible Spending Accounts (FSA) options available
• Dental insurance: 2 plans available to choose from
• Vision insurance
• 401(k) with Employer Match
• Employee referral incentives
• Employee Assistance Program (EAP)
• Competitive PTO, 8 paid holidays, 1 paid floating holiday
• Weekly Pay

Commitment to Safety It is the policy of EMCOR Services Aircond to conduct all business activities in a responsible manner, free from recognized hazards; and to respect the environment, health and safety of our employees, customers, suppliers, partners, and community neighbors. EMCOR Services Aircond is committed to providing a safe and healthy workplace. It will not be satisfied until its premises and services are free of recognized hazards, its employees, and its operations environmentally friendly. We will provide training, protective equipment, and the safest work environment possible for our employees to perform their jobs, but in the end, safety becomes an individual responsibility. We offer our employees a competitive salary and comprehensive benefits package and are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled.

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