Service Manager @ Feldkamp Mechanical

Feldkamp Mechanical
APPLY NOW

 

Position Summary

Feldkamp Mechanical is seeking an experienced Service Manager to lead the growth, profitability, and day-to-day performance of our commercial mechanical service division.

Reporting to the Chief Operations Officer, the Service Manager will have overall responsibility for service operations, including P&L performance, business development, preventative maintenance agreements, technician leadership, dispatch and scheduling, client relationships, safety, and operational efficiency.

This is a hands-on leadership role for someone who understands both the business and technical sides of commercial HVAC/mechanical service. The successful candidate will be expected to grow the service client base, expand recurring maintenance revenue, develop a high-performing technician team, and continuously improve the customer experience and operational performance of the division.

Key Responsibilities

Service Operations & Leadership

  • Lead all aspects of Feldkamp Mechanical’s commercial service operations, including technicians, dispatch, scheduling, service coordination, estimating, and customer support.

  • Develop and execute the service division’s annual operating and growth plan.

  • Establish clear expectations, performance standards, and accountability across the service team.

  • Promote Feldkamp’s culture and maintain a strong focus on safety, quality, responsiveness, and customer service.

  • Partner with Operations, Finance, Safety, Business Development, Project Management, and other internal teams to support company objectives.

Financial Performance & P&L Management

  • Own the financial performance and P&L of the service division.

  • Drive a minimum of 15% year-over-year EBITDA growth through revenue growth, margin improvement, recurring service agreements, and operational efficiency.

  • Partner with Finance to develop the annual service budget and financial forecasts.

  • Establish and manage service pricing, labor rates, estimating practices, and proposal standards.

  • Monitor key performance indicators including revenue, gross margin, EBITDA, technician utilization, billable hours, first-time fix rate, callbacks, agreement revenue, and service agreement renewals.

  • Identify performance gaps and implement corrective actions to achieve financial and operational goals.

Business Development & Client Growth

  • Lead efforts to grow Feldkamp’s commercial service client base and expand existing accounts.

  • Develop a consistent pipeline of service, repair, retrofit, replacement, and preventative maintenance opportunities.

  • Partner with Business Development and Project Management teams to convert construction customers into long-term service clients.

  • Build and maintain strong relationships with key customers, vendors, equipment manufacturers, and business partners.

  • Identify opportunities to expand Feldkamp’s service capabilities and market presence.

Preventative Maintenance & Service Agreements

  • Grow Feldkamp’s portfolio of preventative maintenance and recurring service agreements.

  • Establish annual goals for new agreements, renewals, agreement revenue, and preventative maintenance completion.

  • Develop maintenance programs that align with customer equipment, facilities, and operational needs.

  • Convert repair, project, and existing service customers into recurring maintenance clients.

  • Maintain strong agreement renewal rates through consistent service delivery and proactive customer communication.

  • Leverage preventative maintenance findings to identify repair, retrofit, replacement, and system improvement opportunities.

Technician Leadership & Development

  • Recruit, hire, onboard, develop, and retain skilled commercial HVAC and mechanical service technicians.

  • Build workforce plans that support current service demand and future growth.

  • Establish technician training, mentoring, certification, and career-development programs.

  • Create an environment of accountability, engagement, safety, and continuous learning.

  • Monitor technician productivity, utilization, quality, and customer service performance.

  • Develop strategies to improve technician retention and build a strong internal talent pipeline.

Customer Service & Quality

  • Establish high standards for responsive, professional, and technically sound customer service.

  • Ensure service requests are scheduled and resolved promptly.

  • Drive strong first-time fix performance while reducing callbacks and repeat service issues.

  • Measure customer satisfaction and address service concerns quickly and professionally.

  • Review service quality trends and implement improvements based on customer feedback and operational data.

Technology & Continuous Improvement

  • Continuously evaluate service processes, procedures, workflows, and technology to improve efficiency and scalability.

  • Optimize dispatch and scheduling to increase technician utilization, reduce windshield time, and improve customer response times.

  • Use technology and operational data to improve field productivity, reporting, invoicing, and customer visibility.

  • Lead Feldkamp’s transition to the Salesforce Field Service Management (FSM) work order management platform.

  • Support system configuration, process migration, training, implementation, and adoption across the service organization.

  • Become Feldkamp’s internal Subject Matter Expert (SME) for Salesforce FSM and drive ongoing optimization of the platform.

  • Evaluate opportunities to leverage mobile technology, remote monitoring, building automation data, and other tools to improve service delivery.

Safety, Fleet & Asset Management

  • Partner with the Safety Manager to ensure service work is performed in accordance with Feldkamp safety policies, OSHA requirements, and industry best practices.

  • Promote a safety-first culture and hold team members accountable for safe work practices.

  • Maintain a strong safety record with a goal of zero lost-time incidents.

  • Oversee service vehicles, tools, equipment, and inventory to ensure appropriate availability, maintenance, and cost control.

Key Performance Objectives

Success in this role will be measured by the ability to:

  • Achieve a minimum of 15% year-over-year EBITDA growth for the service division.

  • Grow the commercial service client base and service revenue.

  • Increase preventative maintenance and service agreement revenue year over year.

  • Improve agreement renewal and preventative maintenance completion rates.

  • Recruit, develop, and retain a high-performing team of service technicians.

  • Improve technician utilization, productivity, and first-time fix rates.

  • Maintain high levels of customer satisfaction and service quality.

  • Maintain a strong safety record with zero lost-time incidents.

  • Successfully implement and drive adoption of Salesforce FSM.

Qualifications

  • Previous leadership experience managing a commercial HVAC, mechanical service, or similar field-service operation.

  • Proven success growing service revenue, profitability, and recurring maintenance business.

  • Demonstrated experience with P&L management, budgeting, forecasting, pricing, and financial performance.

  • Strong business development skills with a track record of building and expanding customer relationships.

  • Strong technical understanding of commercial HVAC and mechanical systems; knowledge of plumbing, refrigeration, controls, and building automation systems is highly desirable.

  • Experience recruiting, leading, developing, and retaining skilled service technicians and support teams.

  • Demonstrated ability to create a culture of accountability, safety, quality, and customer service.

  • Experience improving service operations, processes, workflows, and field productivity.

  • Experience with field service management platforms, CRM systems, and related service technology.

  • Salesforce Field Service Management experience is preferred; experience leading a field service technology implementation is highly desirable.

  • Strong knowledge of applicable safety requirements, codes, and quality standards.

  • Excellent leadership, planning, organizational, and problem-solving skills.

  • Strong conflict-resolution and people-management capabilities.

  • Excellent written and verbal communication skills.

  • Proficiency with Microsoft Office and familiarity with CRM, accounting, and field-service software.

Why Join Feldkamp Mechanical?

This is an opportunity to take ownership of a critical and growing part of Feldkamp Mechanical’s business. The Service Manager will have the ability to directly influence the division’s growth strategy, build recurring service revenue, develop a strong technician organization, improve operational performance, and help shape the future of Feldkamp’s commercial service business.

We’re looking for a leader who combines commercial HVAC/mechanical service expertise, business development ability, financial acumen, and strong people leadership and is excited about building a service organization positioned for long-term growth.