Service Manager
Description
BENEFITS OVERVIEW
FirstCall Mechanical values our employees' well-being, growth, and success! Employees are offered a robust benefits package, including:
- Competitive Weekly Pay
- Comprehensive Healthcare Coverage - Medical, Dental, Vision, + More (Includes some 100% Company-paid plans)
- Financial Resources - 401(k) Retirement Savings Plan with a 5% match, Life Insurance, Short & Long-Term Disability
- Time-Off & Holidays - Up to 4 weeks of Paid Off, 9 Paid Holidays + Veterans Day for Veterans
- Career Growth & Development- Company-sponsored education and career advancement programs like the FirstCall Academy, the Learning & Education Assistance Program (LEAP), and the FirstCall Progression Program
- Generous Referral Bonus of $2,500 per referral
- Role-Specific Perks - Company vehicle or allowance, mobile phone or phone allowance, uniforms, and work boot allowances
Position Overview
We’re looking for a Service Operations Manager to lead our commercial service department. The department covers maintenance agreements, repair projects, and on-demand service. You’ll own the department’s financial results and build a skilled, motivated technician team. You’ll also make sure every customer gets work that’s done right, on time, and on budget. This is a hands-on leadership role: most of your time goes to running the business, and you’ll step into the field to support technicians when needed.
What You’ll Do
Financial & Business Performance
- Own the service department P&L, including revenue, gross margin, and labor utilization across contracts, quoted repairs, and on-demand service.
- Grow service revenue by turning PM findings into repair quotes, renewing and expanding maintenance agreements, and pricing work profitably.
- Source parts and pricing, prepare repair quotes, and manage approved projects through completion and closeout.
- Track department KPIs and review results with leadership monthly.
Team Leadership & Development
- Recruit, hire, onboard, and retain skilled technicians, and address performance or conduct issues fairly and promptly.
- Hold regular one-on-ones, set clear goals, and conduct performance reviews.
- Assess technician skills, build development plans, and oversee ongoing technical and safety training.
- Serve as the go-to technical resource for diagnostics, procedures, and quality workmanship.
Service Operations
- Partner with dispatch to match the right technician to each job based on skill, location, and priority.
- Manage the maintenance agreement schedule so all PM visits are completed on time and within budgeted hours, flag overruns, and adjust contract pricing at renewal.
- Ensure materials, equipment, and tools are ordered and staged for scheduled work.
- Develop and refine work procedures to improve efficiency and quality.
Customer Relationships
- Act as the escalation point for customer issues and resolve complaints quickly and professionally.
- Build long-term relationships with key accounts.
Safety, Fleet & Assets
- Lead a strong safety culture by enforcing safety policies, responding to and investigating field incidents, and following drug-testing procedures.
- Maintain accurate records of inventory, tools, and vehicles, and ensure fleet preventive maintenance is completed.
- Keep the shop and warehouse organized, clean, and safe.
How Success Is Measured
PM completion on schedule, technician utilization, first-time fix rate, contract labor vs. budget, gross margin, callback rate, customer satisfaction, safety record, and technician retention.