Service Manager

About the role

FirstCall Mechanical is a leading provider of commercial and industrial HVAC, building controls, electrical, and plumbing services. Founded in 1958, R&W partnered with FirstCall Mechanical in 2023. The company serves distribution centers, industrial plants, universities, airports, healthcare facilities, self‑storage units, and more, with approximately 700 employees across Ohio, New York, Virginia, Tennessee, North Carolina, South Carolina, Georgia, Florida, and Texas. FirstCall emphasizes employee growth and development through programs such as the FirstCall Academy, the Learning & Education Assistance Program (LEAP), and the FirstCall Progression Program. The Service Manager will maneuver day‑to‑day business of the service department, with primary responsibility for high‑quality, timely, and on‑budget completion of service projects, maintenance agreements, and system repairs.

Responsibilities

• Manage and develop the staff, which includes hiring, terminating and disciplining of employees, scheduling employees, setting work priorities, conducting staff meetings, counseling employees, evaluating performance and directing work assignments to ensure effective use of resources and customer satisfaction
• Assess the skills and abilities of technicians to ensure appropriate work assignments and identify abilities and training needs
• Assist in developing training and work procedures
• Identify opportunities for team improvement, set a plan for achieving customer satisfaction and sales goals, and coach accordingly
• Assist the dispatching operation to ensure appropriate technician selection for type of service
• Resolve customer issues and complaints to ensure customer satisfaction
• Hold regular 1‑on‑1 meetings with team members to review performance and progress towards goals
• Ensure that materials and equipment are ordered and dispensed for scheduled jobs
• Generate reports and measures of departmental operations as well as records all inventory, tools and vehicles and reviews reports with management
• Instruct technicians on proper use of materials and quality workmanship
• Verify ongoing training of Technicians
• Full financial responsibility for assigned department operations
• Ensure company goals are met monthly
• Identify and communicate where improvements can be utilized
• Ensure that employees have proper tools for the job and that they are properly maintained
• Monitor preventive maintenance of vehicles to ensure proper operation
• Oversee facility and equipment maintenance, ensuring that assets are protected and controlled
• Maintains an organized, clean and safe work area
• Observe IES safety rules and regulations in the performance of duties; respond to technician accidents, following safety policy and all drug testing procedures
• Run service and maintenance calls, and provide technician support when needed
• Keep track of maintenance contracts and frequencies of service; make sure all maintenance contracts are completed on time and do not exceed contracted hours
• Answer questions from technicians about jobs,