Field Service Operations Manager

Atlantic Constructors, Inc.; Richmond (VA); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical Insurance Plan

Dental Insurance Plan

Short-Term Disability Plan

Life Insurance Plan

Vision Insurance Plan

401(K) Retirement Plan

Health Savings Plan

Wellness Programs

Job summary

Atlantic Constructors, Inc. seeks a Director of Service Operations to lead Service Managers in Virginia and North Carolina. You will oversee dispatch and training, build capable teams, and ensure dependable service delivery with safety as a priority.

The role requires deep mechanical service experience, hands-on leadership, and a track record of developing technicians and improving field performance. Travel will be regular between branches and sites.

Qualifications

• 25+ years of experience in commercial or industrial mechanical service, field operations, or closely related work.
• Progressive leadership experience in field management and service operations.
• Experience leading managers and multiple teams across locations or markets.
• Experience overseeing service dispatch, scheduling, or closely coordinated field operations.
• A record of developing technicians, coaching managers, and building effective field training.
• Strong knowledge of mechanical service operations, labor planning, customer service, safety, and financial performance.
• The ability to interpret service reports, estimates, financial results, and operational metrics and act on them.
• Strong communication, problem-solving, and organizational skills.

Responsibilities

• Lead, coach, and hold accountable the Service Managers in Virginia and North Carolina. Set clear expectations for communication, responsiveness, safety, and follow-through.
• Oversee dispatch operations across markets. Ensure staffing, training, processes, and information to schedule work effectively and keep customers informed.
• Serve as a practical resource on complex HVAC, plumbing, piping, chiller, boiler, and central plant work. Improve field planning, work order completion, and documentation.
• Own the service division's training strategy. Measure results through safety performance, first-time resolution, and productivity.
• Partner with the VP and Service Managers on budgets, forecasts, staffing plans, and operating priorities.
• Make safety a visible leadership responsibility and coach teams to plan work safely.
• Manage key accounts and customer escalations to ensure commitments are realistic and fulfilled.

Skills

Leadership

Field operations

Service dispatch

Team development

Safety leadership

Education

Virginia Master HVAC license

Master Plumbing license

Job description

Atlantic Constructors, Inc. Until Filled (EST) 608 - Service Special Projects 1401 Battery Brooke Parkway, Richmond, VA, USA Full Time

At ACI we build our company and our culture not by counting people, but by making our people count!

$0.00 COST FOR MEDICAL, DENTAL, SHORT TERM DISABILITY & LIFE INSURANCE (EMPLOYEE ONLY) COVERAGE!

Atlantic Constructors is seeking dynamic, motivated, career minded individuals to join our expanding team! Atlantic Constructors has been recognized as an industry leader in the Mid-Atlantic Region for over 50 years.

Benefits:

• Medical Insurance Plan ($0.00 Employee-Only)
• Dental Insurance Plan ($0.00 Employee-Only)
• Short-Term Disability Plan ($0.00 Employee-Only)
• Life Insurance Plan ($0.00 Employee-Only)
• Vision Insurance Plan
• 401(K) Retirement Plan with Generous Company Matching
• Health Savings Plan with Generous Company Matching
• Wellness Programs

Atlantic Constructors offers competitive benefits, for more information check out our comprehensive list on our website Acibuilds.com.

The opportunity

ACI's service business earns customer trust every day through the work of its people. We're looking for a Director of Service Operations to lead our Service Managers across Virginia and North Carolina, oversee dispatch and training, and help build teams that deliver dependable service and want to stay.

This is a hands-on leadership role. You'll develop managers, remove obstacles that slow the field down, strengthen the connection between dispatch and technicians, and help customers get service they can count on. We're looking for someone with deep mechanical service experience who leads by following through.

What you'll own

The team. Lead, coach, and hold accountable the Service Managers in Virginia and North Carolina. Set clear expectations for communication, responsiveness, safety, and follow-through. Develop supervisors, technicians, and dispatch personnel, and build succession plans for key roles.

Service delivery and dispatch. Oversee dispatch operations across markets. Ensure the team has the staffing, training, processes, and information to schedule work effectively and keep customers informed. Monitor response times, schedule adherence, technician utilization, work order status, and handoffs between office and field. Prioritize emergency work while protecting planned maintenance and existing commitments.

Field and technical support. Serve as a practical resource on complex HVAC, plumbing, piping, chiller, boiler, and central plant work, as well as the staffing and customer issues that accompany it. Improve field planning, work order completion, documentation, and quality.

Training and workforce development. Own the service division's training strategy. Assess skill gaps, create development paths from apprentice to future leader, and coordinate technical, manufacturer, safety, dispatch, and leadership training. Measure results through safety performance, first-time resolution, callbacks, productivity, and retention.

Business performance. Partner with the VP and Service Managers on budgets, forecasts, staffing plans, and operating priorities. Monitor revenue, margin, labor productivity, utilization, callbacks, maintenance agreement performance, and open work orders. Help managers identify problems and carry out improvements.

Safety. Make safety a visible, daily leadership responsibility. Coach leaders to plan work safely, recognize hazards, stop unsafe work, and follow through on incidents, near misses, and corrective actions. Demonstrate a strong personal safety record and sound judgment in the field.

Customer relationships. Support managers with key accounts and customer escalations. Make sure commitments are realistic, communicated to dispatch and field teams, and fulfilled.

What you bring

• 25+ years of experience in commercial or industrial mechanical service, field operations, or closely related work.
• Progressive leadership experience in field management and service operations.
• Experience leading managers and multiple teams across locations or markets.
• Experience overseeing service dispatch, scheduling, or closely coordinated field operations.
• A record of developing technicians, coaching managers, and building effective field training.
• Strong knowledge of mechanical service operations, labor planning, customer service, safety, and financial performance.
• The ability to interpret service reports, estimates, financial results, and operational metrics and act on them.
• Strong communication, problem-solving, and organizational skills.

Preferred qualifications

• 15+ years of management experience, including field management and service operations management.
• Virginia Master HVAC and Master Plumbing licenses, or equivalent master-level credentials relevant to the role.
• Experience building technical training and leadership development programs.
• Experience serving complex facilities, mission-critical environments, or data centers.
• A documented record of strong safety leadership.
• Additional trade licenses, manufacturer training, technical certifications, or safety credentials.

Travel and driving

You'll travel regularly between branches, jobsites, and customer locations across Virginia and North Carolina, with occasional overnight travel. A valid driver's license and eligibility to operate a company vehicle are required. You must follow applicable company fleet, telematics, camera, distracted-driving, and driver safety policies and promptly report any change that affects your driving eligibility.

Why ACI

At ACI, leadership shapes culture. We expect leaders to be fair, follow through, address problems directly, and develop managers who do the same. Success in this role means Service Managers have the support to lead strong teams, dispatch and field operations work in sync, training builds real skill and safer habits, and employees see a future worth staying for.

Visit us www.acibuilds.com for more information!

Final compensation will be determined based on applicable experience, education, licensure, skills, and other relevant factors

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

An Equal Opportunity/Affirmative Action Employer

At this time, Atlantic Constructors, Inc. will not sponsor a new applicant for employment authorization (work visas) for any position.

Atlantic Constructors, Inc. is committed to equal opportunity for all employees and applicants for employment without regard to race, color, religion, ethnicity, national origin, age, disability, sex (including pregnancy, childbirth or other related medical conditions), genetic information, sexual orientation/gender identity, veteran or marital status, or any other characteristic protected by law. If you would like an accommodation or any assistance in order to apply for a job, please call 1-877-WRK-4ACI for assistance, or fax your requested accommodation to 804-523-8781. Nothing contained herein is to be construed as an offer of employment or a binding contract of employment for a specific period of time. Employment can be terminated by either the employee or the employer at any time, for any reason, with or without notice.

EOE/AAP/M/F/VEVRAA-Vet/Disabled

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Equal employment opportunity, including veterans and individuals with disabilities.

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