Sr Service Manager

The International Maintenance Assistance Program (IMAP) Contract supports U.S. Embassies OCONUS with preventative maintenance and repairs for a variety of technical disciplines, including HVAC. HVAC Senior Service Managers lead the HVAC discipline within IMAP, directly managing Field Service Supervisors and indirectly supervising HVAC Field Technicians while serving as the Subject Matter Expert (SME) for all technical matters related to HVAC.

Responsibilities

• Staff the HVAC teams by collaborating with the Technical Deputy Program Manager, program recruiter, and Field Service Supervisors to identify, screen, interview, and hire new candidates; create staffing plans to fill temporary gaps.
• Ensure performance of all technical teams within the HVAC discipline meets the Statement of Work (SOW) and contract specifications for each visit.
• Review proposed SOW modifications with the Contracting Officer’s Representative (COR) and obtain approval.
• Verify that all contract deliverables meet quality standards.
• Assist the Technical Deputy Program Manager in developing standards and updating/creating SOWs for HVAC teams.
• Directly manage 1–2 Field Service Supervisors, ensuring they meet deadlines, manage their technical teams effectively, and comply with contractual requirements.
• Coordinate with the Logistics Manager to identify and procure proper parts and materials for the HVAC discipline.
• Work with Field Service Managers and the Logistics Manager to ensure deployed technicians have required tools, equipment, and PPE.
• Collaborate with the Scheduling Manager to review government‑provided work plans, compare them to historical data, and ensure appropriate manpower and visit durations; resolve work‑plan discrepancies with the COR.
• Communicate regularly with technicians, manufacturer representatives, and facility engineers to understand the variety of equipment used at U.S. Embassies and Consulates worldwide.
• Formulate repair options quickly and precisely as the HVAC SME, guiding deployed technicians and Field Service Supervisors.
• Create or update standardized maintenance checklists and procedures for HVAC tasks as needed.
• Oversee implementation and use of OBO’s Global Maintenance Management System (GMMS) for all HVAC teams.
• Travel overseas as needed for quality‑assurance oversight and program review.
• Conduct regular inspections of field technicians and Field Service Supervisors to ensure SOW compliance; identify trends or repetitive discrepancies and recommend workflow or technique improvements to enhance efficiency, quality, and safety.
• Complete inspection reports and documentation to support findings.
• Recommend improvements for program operations.
• Maintain working knowledge of applicable safety and building codes and regulations to ensure IMAP work complies.
• Maintain a database of technician credentials with the Technical Deputy Program Manager to ensure contract compliance.
• Review technician performance with the Technical Deputy Program Manager and Field Service Supervisors; develop and execute performance‑improvement plans for individuals not meeting contract requirements.

Deliverables

• Timesheet review and approval
• Detailed service reports for every visit
• Bills of Materials for every visit with complete information
• Annual work plan
• Performance evaluations of Field Service Supervisors and technicians
• Quality inspection reports
• Standard operating procedures
• Work instructions

Requirements

• Extensive experience with Microsoft Office Suite
• Excellent oral and written communication skills
• Ability to handle multiple concurrent workflows and meet competing deadlines with quick turnaround
• Physical ability to travel overseas periodically
• Eligibility to obtain a Department of Defense security clearance
• Capability to work on ladders, access rooftops and other hard‑to‑reach areas, and lift/carry materials and tools weighing more than 25 lb
• Familiarity with trade‑organization requirements relevant to HVAC, such as ASHRAE, ISA (111), OSHA, NFPA 70 (E), NEMA, and other safety regulations

Qualifications

• Level 1 – Must meet one of the following:
  • Bachelor’s degree from an accredited college or university + minimum 7 years experience in design, renovation, or maintenance within the HVAC field.
  • Associate’s degree from an accredited college or university + minimum 10 years experience in design, renovation, or maintenance within the HVAC field.
  • Master’s Trade license or equivalent + 15+ years experience in design, renovation, or maintenance within the HVAC field.
• Level 2 – In addition to qualifying as a Level 1 Senior Service Manager, must have at least 1 year of experience on the IMAP contract in a management position.