Job Description
Position Overview
We are seeking an experienced and results-driven Service Operations Manager to oversee daily service operations in our HVAC division. This role is responsible for managing technicians, ensuring service quality, streamlining workflows, and driving customer satisfaction. The Service Operations Manager will act as a bridge between field teams, customers, and leadership—ensuring operational efficiency, profitability, and adherence to industry standards.
Key Responsibilities
Lead, supervise, and support HVAC service technicians, dispatchers, and support staff.
Ensure compliance with safety standards, company policies, and HVAC regulations.
Develop and monitor key performance indicators (KPIs) including response times, job completion rates, customer satisfaction, and profitability.
Implement service process improvements to reduce downtime and increase first-time fix rates.
Train, coach, and mentor service team members to enhance technical expertise and customer service skills.
Collaborate with sales, installation, and project teams to ensure seamless customer experience.
Handle escalated customer concerns and provide timely resolutions.
Oversee inventory control, fleet management, and procurement of service-related parts and tools.
Manage invoicing and billing for service and contracting jobs, ensuring accuracy, timeliness, and proper documentation.
Prepare and manage service department budgets, forecasts, and reporting.
Drive customer loyalty through high-quality service delivery and proactive communication.
Qualifications
5+ years of operations experience, with at least 2 years in a supervisory or management role.
Strong knowledge of HVAC systems, equipment, and service operations.
Proven leadership skills with the ability to motivate and develop a team.
Excellent organizational, problem-solving, and decision-making abilities.
Strong communication skills (verbal and written), with customer-first mindset.
Proficiency with service management software, scheduling systems, and Microsoft Office Suite.
Familiarity with invoicing, billing, and financial reporting processes.
What We Offer
Competitive salary with performance-based incentives.
Comprehensive benefits package (health, dental, vision, retirement).
Ongoing training and professional development opportunities.
A collaborative, team-oriented work environment.
Tropic-Kool, A Fidelity Company, has proudly served the Tampa Bay area since 1978. For more than 39 years, we’ve been a trusted neighbor and partner for area businesses. Our courteous and knowledgeable staff treats clients like trusted friends, offering insider advice and professional insights that will help you manage your commercial facility as efficiently as possible.
Tropic-Kool, A Fidelity Company, has proudly served the Tampa Bay area since 1978. For more than 39 years, we’ve been a trusted neighbor and partner for area businesses. Our courteous and knowledgeable staff treats clients like trusted friends, offering insider advice and professional insights that will help you manage your commercial facility as efficiently as possible.
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