Field Service Operations Manager

About the role

Atlantic Constructors (ACI) is seeking a Director of Service Operations to lead Service Managers across Virginia and North Carolina, oversee dispatch and training, and build teams that deliver dependable service. This hands‑on leadership role involves developing managers, removing obstacles, strengthening the connection between dispatch and technicians, and ensuring customers receive reliable service.

Responsibilities

• Lead, coach, and hold accountable Service Managers in Virginia and North Carolina, setting expectations for communication, responsiveness, safety, and follow‑through.
• Develop supervisors, technicians, and dispatch personnel; create succession plans for key roles.
• Oversee dispatch operations, ensuring staffing, training, processes, and information enable effective scheduling and customer communication.
• Monitor response times, schedule adherence, technician utilization, work‑order status, and handoffs between office and field; prioritize emergency work while protecting planned maintenance.
• Serve as a practical resource on complex HVAC, plumbing, piping, chiller, boiler, and central‑plant work, addressing staffing and customer issues.
• Improve field planning, work‑order completion, documentation, and quality.
• Own the service division’s training strategy: assess skill gaps, create development paths, and coordinate technical, manufacturer, safety, dispatch, and leadership training.
• Measure results through safety performance, first‑time resolution, callbacks, productivity, and retention.
• Partner with the VP and Service Managers on budgets, forecasts, staffing plans, and operating priorities; monitor revenue, margin, labor productivity, utilization, callbacks, maintenance agreement performance, and open work orders.
• Coach leaders to make safety a visible, daily responsibility; plan work safely, recognize hazards, stop unsafe work, and follow through on incidents and corrective actions.
• Support managers with key accounts and customer escalations, ensuring realistic commitments and fulfillment.

Requirements

• 25+ years of experience in commercial or industrial mechanical service, field operations, or a closely related field.
• Progressive leadership experience in field management and service operations.
• Experience leading managers and multiple teams across locations or markets.
• Experience overseeing service dispatch, scheduling, or closely coordinated field operations.
• Proven record of developing technicians, coaching managers, and building effective field training programs.
• Strong knowledge of mechanical service operations, labor planning, customer service, safety, and financial performance.
• Ability to interpret service reports, estimates, financial results, and operational metrics and act on them.
• Excellent communication, problem‑solving, and organizational skills.

Preferred Qualifications

• 15+ years of management experience, including field management and service operations management.
• Virginia Master HVAC and Master Plumbing licenses, or equivalent master‑level credentials.
• Experience building technical training and leadership development programs.
• Experience serving complex facilities, mission‑critical environments, or data centers.
• Documented record of strong safety leadership.
• Additional trade licenses, manufacturer training, technical certifications, or safety credentials.

Travel

Regular travel between branches, job sites, and customer locations across Virginia and North Carolina, with occasional overnight trips. A valid driver’s license and eligibility to operate a company vehicle are required, along with compliance with fleet, telematics, camera, distracted‑driving, and driver safety policies.

Benefits

• Medical Insurance – $0.00 employee‑only cost
• Dental Insurance – $0.00 employee‑only cost
• Vision Insurance
• Short‑Term Disability – $0.00 employee‑only cost
• Life Insurance – $0.00 employee‑only cost
• 401(k) with generous company matching
• Health Savings Plan with generous company matching
• Wellness Programs

Pay

Final compensation will be determined based on applicable experience, education, licensure, skills, and other relevant factors.