Service Department Director

Kalamazoo Mechanical, Inc.; Kalamazoo (MI); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Competitive salary

Company vehicle

401(k)

Health insurance

HSA

FSA

Paid time off

Employee referral program

Job summary

Kalamazoo Mechanical, Inc. seeks a Service Department Director to lead our commercial HVAC service division.

The role focuses on strengthening customer relationships, driving growth, and ensuring profitability through strong leadership and disciplined processes. Ideal candidate has 5+ years managing field service teams, expertise with service software, and proven ability to develop long-term client relationships.

Qualifications

• Minimum 5 years managing field service technicians (HVAC preferred).
• Experience with service-dispatching, job costing, and CRM software.
• At least 5 years leading and managing teams.
• Strong customer focus and growth mindset.
• Proficient with MS Office, Excel, PCs, and tablets.
• Quoting and estimating experience on large repair/replacement projects ($20k+).

Responsibilities

• Provide strong leadership, management, and business oversight for the Service Department.
• Communicate clear performance expectations to technicians and support staff.
• Ensure accountability and compliance through defined processes and training.
• Review cost budgets for service projects and maintenance agreements.
• Own and develop long‑term customer relationships.
• Set team expectations, conduct performance reviews, and recommend compensation updates.
• Confidently engage in customer outreach, sales coordination, and business development efforts.
• Address customer complaints and apply technical knowledge to ensure satisfaction.
• Ensure smooth, timely, and effective internal and external communication.
• Review technician performance and efficiency using service‑management software.
• Train and manage technician use of service software tools.
• Promote team cohesion, alignment, and morale.
• Plan and lead effective, well‑run staff meetings.
• Ensure quality control through training, process improvement, inspection, and accountability.

Skills

Leadership

Management

Customer focus

Business development

Communication

Coaching

Tools

Service management software

Dispatching software

CRM software

MS Office

Job description

About this position

Service Department Director

Service Department Director Description

Kalamazoo Mechanical, Inc. is seeking a high‑caliber Service Department Director to lead our commercial HVAC service division. As a key member of KMI's leadership team, this director will strengthen customer relationships, drive growth and workforce development, and ensure the division's profitability. KMI is a respected, growing mechanical contractor known for quality workmanship, long‑term client relationships, and a strong commitment to investing in its people.

Experience Requirements (Must Have)

• Minimum of 5 years' experience as a manager of field service technicians (HVAC preferred)
• Experience using service‑industry software (dispatching, job costing, CRM, etc.)
• At least 5 years' experience leading and managing subordinates
• Customer‑focused and growth‑oriented mindset
• Comfortable and proficient with common business technologies (MS Office, Excel, PCs, tablets)
• Quoting and estimating experience for sizeable repair and replacement projects ($20,000+)

Preferred Experience

• Hands‑on field experience in a technical role
• HVAC industry experience
• Experience working in a small‑business environment

Responsibilities & Expectations

• Provide strong leadership, management, and business oversight for the Service Department
• Communicate clear performance expectations to technicians and support staff
• Ensure accountability and compliance through defined processes and training
• Review cost budgets for service projects and maintenance agreements
• Own and develop long‑term customer relationships
• Set team expectations, conduct performance reviews, and recommend compensation updates
• Confidently engage in customer outreach, sales coordination, and business development efforts
• Address customer complaints and apply technical knowledge to ensure satisfaction
• Ensure smooth, timely, and effective internal and external communication
• Review technician performance and efficiency using service‑management software
• Train and manage technician use of service software tools
• Promote team cohesion, alignment, and morale
• Plan and lead effective, well‑run staff meetings
• Ensure quality control through training, process improvement, inspection, and accountability

Leadership & Interpersonal Traits

• Calm under pressure — Service work is dynamic, with periods of heavy demand
• Positive, can‑do attitude — There is a solution; supported by a strong leadership team, you will find it
• High accountability — Owns outcomes; supports the team publicly and coaches privately
• Team player — Strong leaders are also great listeners and collaborators
• Process‑oriented and solutions‑focused — When problems arise, systems are improved
• Clear communicator — Especially when giving direction, feedback, or setting priorities
• Coaching mindset — Invested in developing technicians, not just dispatching them
• Fair and consistent — Avoids favoritism and builds trust through consistency
• Customer‑savvy and diplomatic — Especially when delivering difficult news
• Adaptable — Comfortable with changing priorities, schedules, and customer needs

Benefits

• Competitive salary: $110,000–$140,000
• Company vehicle
• 401(k) and retirement plan
• Health insurance
• Health savings account (HSA)
• Flexible spending account (FSA)
• Paid time off
• Employee referral program

Job Type: Full‑time Kalamazoo Mechanical, Inc. is an equal‑opportunity employer.

Salary Information

110,000 - 140,000Hourly Wage