The Service Manager owns the performance of the Service Parts and Warehouse teams. The leader in this role delivers safe operations, customer satisfaction, profitable growth, and a strong culture. Success is measured by labor utilization, on time response, first visit resolution, margin on service work and parts, safety results, employee engagement, and clear communication across teams.

Reports to CEO

What you will do

Lead the Service team with clear goals, coaching, and timely feedback
Plan the daily dispatch schedule to maximize technician utilization and customer responsiveness
Ensure safe and high-quality startup, commissioning, and field service for new and existing systems
Drive service contract growth and aftermarket capture in partnership with Sales
Maintain departmental KPIs for profitability, efficiency, response time, and quality. Report monthly performance and actions
Implement standard work for dispatch, documentation, and closeout to improve consistency and speed
Identify training needs and arrange technical and safety training for technicians and coordinators
Build relationships with key customers and suppliers. Ensure timely communication and resolution of issues
Partner with Accounting on accurate billing, collections support, and period cost control
Partner with the Safety Committee to maintain safe operations and achieve safety targets
Recruit, retain, and develop team members. Set expectations, conduct reviews, and address performance gaps promptly
What success looks like in the first year

Labor utilization at or above target with a visible schedule and zero missed commitments without escalation
First visit resolution rate and callback rate meeting plan
On time preventive maintenance completion across the contract base
Documented technician training matrix with required certifications current
Month end service and parts results that meet revenue and margin targets
Qualifications

Bachelor’s degree in a related field or equivalent experience preferred
Ten or more years of field service and maintenance experience with fuel fired boiler and burner equipment
Three or more years of team leadership or supervision in a service environment
Strong planning and dispatch skills with attention to detail in documentation and reporting
Proven communication skills with customers technicians and suppliers
Demonstrated ability to mentor and develop people and to resolve conflict professionally
Working knowledge of safety practices and OSHA expectations
Valid driver’s license with a clean driving record
Ability to visit job sites across NYC Metro and Westchester and to work in mechanical rooms as needed
Preferred

Experience with Cleaver Brooks or similar manufacturers
Experience with service contracts parts operations or warehouse leadership
Familiarity with CRM and service dispatch tools and with KPI management
Benefits

Competitive base salary with performance incentive opportunity
Medical dental vision and life insurance
Retirement plan participation
Paid time off and holidays
Training and professional development