Job description:
Department: Service
Reports To: President
Supervises: Service Technicians
Job Summary
The Service Department Manager is responsible for leading the service operations supporting our client and their customers across general industry and medical system applications. This role ensures the successful execution of compressed air system service, maintenance, troubleshooting, installation, and repair work while delivering best-in-class customer experience, strong technician productivity, and profitable service performance.
This position is accountable for managing day-to-day service operations including quoting, purchase order processing, job scheduling, parts coordination, technician alignment, vendor coordination, and department P&L performance. The Service Department Manager also works cross-functionally with other departments to ensure seamless project and service delivery.
Compressed Air System Services Supported
The Service Department Manager oversees service execution for equipment and systems including (but not limited to):
- Air Compressors (rotary screw, reciprocating, oil-free, etc.)
- Air Dryers (refrigerated, desiccant, membrane)
- Chillers
- Air Treatment & Filtration (filters, drains, separators,etc.)
- Vacuum Systems
- Blowers
- Medical Air & Medical Vacuum Systems (including healthcare-grade system requirements)
Services include:
- Preventive maintenance programs
- Emergency service and troubleshooting
- Installations and start-ups
- System audits and corrective actions
- Repair and rebuild services
- Upgrades, retrofits, and compliance-related service work
Essential Duties & Responsibilities
Service Operations & Execution
Lead daily service department operations to ensure efficient execution of all service work.
Schedule and dispatch technicians based on:
- Job priority and customer requirements
- Technician skill sets and certifications
- Location, travel time, and workload balance
Ensure all jobs are properly planned, documented, and resourced prior to dispatch.
Confirm parts, materials, tools, and required documentation are ready before the job start.
Ensure service work is completed safely, correctly, and in accordance with company standards and manufacturer requirements.
Support troubleshooting escalations and ensure proper resolution of complex field issues.
Quoting, Job Planning, and Order Processing
Generate service quotes including labor, travel, materials, rental equipment, subcontractors, and applicable taxes/fees.
Process customer purchase orders and ensure proper entry into ERP systems.
Verify job scope, pricing accuracy, margins, and customer expectations prior to execution.
Coordinate customer approvals and ensure all documentation is complete before scheduling.
Customer Communication & Service Coordination
Serve as a primary point of contact for incoming customer calls and emails.
Maintain strong customer relationships through proactive communication, transparency, and follow-through.
Schedule service visits with customers and coordinate access requirements (permits, safety rules, etc.).
Communicate service status updates to customers and teams as required.
Handle customer concerns professionally and resolve service-related issues quickly.
Parts, Inventory, and Vendor Management
Ensure parts required for scheduled jobs are ordered, received, and staged appropriately.
Coordinate with vendors and manufacturers to meet delivery timelines and fulfill obligations.
Manage parts ordering for emergency and planned service work.
Track and reduce parts-related delays through improved planning and vendor coordination.
Maintain best practices for service truck stock and commonly used consumables.
Technician Leadership & Performance Management
Provide daily direction, support, and accountability for service technicians.
Align technician assignments with skill level, certifications, and job complexity.
Ensure technicians follow required procedures for:
- Job documentation
- Service reporting
- Time entry
- Safety compliance
- Customer site rules
Monitor technician productivity, efficiency, and quality performance.
Assist with technician training plans, coaching, and development.
Participate in technician hiring recommendations and onboarding.
Department Financial & Performance Management
Own service department performance metrics including profitability and growth.
Manage service department P&L statements including:
- Revenue
- Direct labor
- Parts and materials
- Subcontractor costs
- Warranty recovery
- Gross margin performance
Maintain pricing discipline and ensure service jobs meet margin expectations.
Drive achievement of departmental goals including:
- Revenue targets
- Gross margin targets
- Technician utilization
- Response time metrics
- Customer satisfaction goals
Cross-Functional Collaboration
Work closely with departments to support:
- Project installations
- Equipment start-ups
- Warranty and commissioning support
- Service-related add-ons and opportunities
Coordinate service execution on sold projects to ensure smooth customer delivery.
Provide service input into system design considerations and long-term serviceability.
Quality, Safety, and Compliance
Ensure department compliance with:
- OSHA and safety best practices
- Lockout/tagout requirements
- Confined space and site safety requirements
- Medical system service requirements (where applicable)
Maintain a culture of safety-first field execution.
Ensure service documentation and work orders are completed accurately and on time.
Continuous Improvement & Best Practices
Improve scheduling efficiency, job readiness, and first-time fix rates.
Develop and enforce standardized processes for:
- Job intake
- Dispatching
- Parts staging
- Field documentation
- Quote templates
- Service reporting
Identify recurring issues and implement corrective actions.
Promote customer retention through strong preventive maintenance program execution.
Key Performance Indicators (KPIs)
Typical performance measures include:
- Service gross profit vs. target
- Service gross margin %
- Technician utilization and billable efficiency
- First-time fix rate
- Response time for emergency calls
- Quote turnaround time
- Work order completion time and accuracy
- Customer satisfaction and complaint resolution
- Preventive maintenance program growth and renewal rate
Required Qualifications
5+ years of experience in compressed air systems service operations, industrial service management, or related field service leadership.
Strong working knowledge of:
- Air compressors
- Air dryers and treatment systems
- Chillers
- Vacuum and blower systems
- Industrial and medical air applications
Proven experience with service quoting, job costing, and scheduling.
Demonstrated ability to manage service P&L and profitability.
Strong customer service and communication skills.
Proficiency in ERP, service dispatch software, and Microsoft Office tools.
Preferred Qualifications
Experience in an air compressor distributorship or manufacturer-authorized service provider.
Familiarity with medical air and vacuum compliance expectations (NFPA 99 exposure is a plus).
Technical certifications or OEM training in compressed air equipment.
Prior leadership experience managing multiple technicians and a high-volume service schedule.
Skills & Competencies
Strong leadership and accountability mindset
Excellent scheduling and planning ability
Strong quoting, job costing, and margin discipline
High sense of urgency and ability to manage emergencies
Ability to communicate effectively with customers, technicians, and sales teams
Strong vendor and parts coordination capability
Organized, process-driven, and detail-oriented
Ability to resolve conflict and manage customer escalations
Comfortable in a fast-paced service environment
Work Environment & Physical Requirements
Office-based with frequent interaction with technicians and customers.
Occasional travel to customer sites for job walks, escalations, or project coordination.
Must be able to work extended hours as needed to support emergency service response.
Additional Responsibilities
Maintain an on-call escalation role for emergency service coordination (as applicable).
Ensure warranty claims, service reports, and closeout documentation are completed properly.
Maintain strong relationships with OEMs and key suppliers.
Support service contract renewals and identify opportunities for customer upgrades.
Ensure service trucks, tools, and calibration items are maintained and compliant.
Participate in leadership meetings and contribute to branch/department planning.
Protect and enhance company reputation through high-quality service execution.
Work Location: In person