Careers

Position Overview

As a Service Manager at Bay Mechanical, LLC, you will be responsible for leading the day-to-day operations of the Commercial Service department. This role oversees service technicians, dispatch coordination, customer communication, preventive maintenance execution, service profitability, quality control, and operational performance. The ideal candidate will be a hands-on leader with strong mechanical service knowledge, excellent customer service skills, and the ability to build a high-performing team focused on safety, responsiveness, and long-term customer relationships.

Key Responsibilities

Service Department Leadership:

• Lead, manage, and support commercial HVAC, plumbing, and mechanical service technicians
• Provide daily direction to the service team, including workload planning, job prioritization, and resource coordination
• Develop technician capabilities through coaching, training, accountability, and regular performance feedback
• Promote a professional, safety-focused, customer-first culture across the service department

Field Operations and Dispatch Coordination:

• Coordinate with dispatch to schedule service calls, maintenance visits, emergency repairs, and quoted work efficiently
• Monitor job progress, technician productivity, response times, callback trends, and completion status
• Support technicians with troubleshooting, technical direction, job planning, and escalation of complex service issues
• Ensure work orders, service tickets, labor entries, materials, notes, and documentation are completed accurately and on time

Customer Service and Account Support:

• Serve as a key point of contact for commercial customers, property managers, facility managers, and building owners
• Ensure customer concerns are addressed promptly, professionally, and with clear communication
• Partner with sales, account executives, estimators, and operations to support customer retention and service growth
• Identify repair, replacement, retrofit, and preventive maintenance opportunities through field observations and customer needs

Preventive Maintenance and Service Agreements:

• Oversee the execution of preventive maintenance agreements to ensure scopes are completed accurately and on schedule
• Review maintenance findings and help convert deficiencies into quoted repair or replacement opportunities
• Support renewal efforts by providing service history, customer feedback, equipment condition, and operational recommendations
• Maintain focus on long-term customer value, asset reliability, and proactive service planning

Financial and Administrative Management:

• Review service job costs, labor utilization, material usage, gross margin, and billing accuracy
• Approve or review completed work orders for invoicing, ensuring accurate scope, labor, materials, and customer notes
• Assist with pricing, estimating, and review of service quotes, repair proposals, and small project opportunities
• Track key service metrics including revenue, margin, backlog, technician productivity, callbacks, and customer satisfaction

Safety, Quality, and Compliance:

• Ensure all service work is performed in accordance with company safety policies, customer requirements, codes, and industry standards
• Conduct field visits, quality checks, and safety observations to verify workmanship and professional standards
• Support proper use of company vehicles, tools, equipment, uniforms, and jobsite procedures
• Address performance, safety, or quality concerns in a timely and professional manner

Qualifications & Requirements

Education:

High school diploma or equivalent required; technical training, trade school, or related certifications preferred

Experience:

• 5+ years of commercial HVAC, plumbing, mechanical service, or facilities-related experience preferred
• Prior supervisory, foreman, service manager, or field leadership experience preferred
• Experience managing technicians, service calls, preventive maintenance agreements, and customer service expectations is a plus

Skills & Knowledge:

• Strong working knowledge of commercial HVAC, plumbing, mechanical systems, service diagnostics, and repair operations
• Ability to read service reports, maintenance agreements, equipment information, repair scopes, and basic project documentation
• Strong understanding of labor productivity, job costing, customer communication, and service department profitability
• Proficient with Microsoft Office, email communication, and service management or dispatch software
• Valid driver’s license and ability to travel to customer sites as needed

Personal Attributes:

• Strong leadership presence with the ability to hold team members accountable while supporting their success
• Excellent verbal and written communication skills with both customers and internal teams
• Organized, dependable, and capable of managing multiple priorities in a fast-paced service environment
• Customer-focused, solution-oriented, and committed to responsiveness and professionalism
• High attention to detail with a strong focus on safety, quality, and follow-through

Primary Areas of Responsibility

• Commercial HVAC, plumbing, and mechanical service operations
• Technician leadership, training, scheduling support, and accountability
• Preventive maintenance agreement execution and service quality
• Customer communication, issue resolution, and relationship support
• Service job profitability, billing accuracy, and operational performance
• Repair, replacement, retrofit, and small project coordination
• Safety, quality control, and company standards in the field

Performance Expectations

• Maintain an organized, responsive, and profitable commercial service operation
• Improve technician productivity, job completion quality, and customer satisfaction
• Reduce callbacks through training, quality control, and field support
• Ensure preventive maintenance agreements are completed on time and in accordance with scope
• Support growth of the service department through customer retention, repair opportunities, and operational excellence
• Provide accurate reporting on service activity, backlog, labor utilization, job status, and performance metrics

Performance Expectations

• Maintain an organized, responsive, and profitable commercial service operation
• Improve technician productivity, job completion quality, and customer satisfaction
• Reduce callbacks through training, quality control, and field support
• Ensure preventive maintenance agreements are completed on time and in accordance with scope
• Support growth of the service department through customer retention, repair opportunities, and operational excellence
• Provide accurate reporting on service activity, backlog, labor utilization, job status, and performance metrics