Area Service Manager

About the role

This position manages and oversees service operations for the customer base within a district, focusing on service financial performance, field service team development and supervision, acquisition support, and customer maintenance and growth. The Area Service Manager owns service operations with direct responsibility for service execution, leading teams to meet operational performance objectives, and may oversee both exempt and non-exempt direct reports.

Responsibilities

• Oversee service operations, including service contracts, emergency service, quoted work, renewals, warranty, and change requests.
• Drive internal and external customer satisfaction through relationship management, business development, issue resolution, and efficient emergency and preventative service.
• Develop and execute a strong safety culture across all levels of service operations, including safety inspections, committees, communications, investigations, and prevention.
• Identify and prioritize service requirements, and plan jobs to maintain and improve service operations profitability.
• Develop accurate budget forecasts, oversee project budgets, and identify cost-saving and risk mitigation measures.
• Revise schedules periodically to ensure timely, effective customer support aligned with contract provisions and customer needs.
• Create and review contracts and estimates using risk analysis processes and risk plan development.
• Conduct performance appraisals with service supervisory personnel, recommend merit increases, and manage hiring, promotion, development, and disciplinary processes.
• Support the development, coaching, and onboarding of new service team members.
• Compile, analyze, and utilize market conditions and data trends to maintain a high-performing service department with strong customer and employee relations.
• Facilitate interdepartmental collaboration to address organizational process concerns, invoicing, and collection issues.
• Perform additional responsibilities as assigned.

Requirements

• High School Diploma or GED required; Bachelor’s degree preferred.
• 5-10 years of experience.
• Working knowledge of basic refrigeration and/or commercial refrigeration and HVAC is preferred.
• Strong leadership and business acumen.
• Proven background in management/leadership.
• Ability to manage multiple, competing priorities in a fast-paced environment.
• Strong verbal and written communication skills.
• Demonstrated ability to handle high-pressure situations and manage stress effectively.
• Frequent 24/7 availability.
• Strong organizational and time management skills.
• Intermediate to advanced proficiency in Microsoft Office Suite.
• Flexibility to work outside normal working hours as required.
• Valid driver’s license and safe driving record.
• Travel within the region as required.

Benefits

• Health Benefits: Medical, dental, vision, and prescription plans, plus Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Voluntary Benefits: Life, accident, critical illness, disability, legal, identity theft, and pet insurance.
• Retirement Savings & Investment Plan: 401(k) with company matching contributions and immediate vesting.
• Paid Time-Off Benefits: Paid time off, stewardship leave, and parental leave.
• Educational Assistance: Tuition reimbursement for job-related courses after six months of service.
• Health Management and Wellbeing Programs: Employee Assistance Program (EAP), virtual health management, chronic condition management, and tobacco cessation programs (available to eligible employees starting the first day of the month following their start date).

Eligibility for each benefit may vary based on employment status.