Service Manager

Burke Plumbing and Heating; Norton (MA); On-site; USD 85,000 - 110,000; Full time

Job summary

Burke Plumbing and Heating is looking for a Service Operations Manager to lead field operations in Norton, Massachusetts. This role involves overseeing HVAC, plumbing, and electrical services while ensuring operational excellence and high customer satisfaction.

The ideal candidate will have extensive experience in service operations management, strong leadership skills, and be proficient in tools like ServiceTitan. This position is crucial for driving performance and fostering a culture of continuous improvement.

Qualifications

• 7+ years of experience in HVAC, plumbing, electrical, or home services industry.
• 3+ years of supervisory or management experience.
• Proven experience managing field personnel.

Responsibilities

• Oversee all HVAC, plumbing, and electrical field operations.
• Ensure customer satisfaction standards are maintained.
• Support operational growth initiatives through labor planning.

Skills

Leadership and supervisory abilities

Performance management

Strong verbal and written communication

Customer conflict resolution

Education

Associate's or Bachelor's degree in Business Administration, Construction Management, or related field

Tools

ServiceTitan

Microsoft Office Suite

Google Workspace

Job description

Job Summary

The Service Operations Manager is the primary leader of all field and operations personnel and is accountable for technician performance, operational excellence, safety compliance, customer satisfaction, quality standards, workforce development, fleet effectiveness, project execution and success, and departmental profitability. Responsible for driving accountability throughout the field organization through coaching and training, managing performance, auditing and supervising jobs, developing improvement initiatives, and delivering exceptional customer experiences, high‑quality workmanship, and profitable growth.

Reporting Relationships

• Reports directly to the President and works closely with the management team and support staff.
• Direct Reports: Service Coordinator, Dispatcher, Field Technicians.

Duties and Responsibilities

Field Operations Leadership

• Oversee all HVAC, plumbing, and electrical field operations.
• Provide leadership and direction to field personnel.
• Establish operational goals and performance expectations.
• Monitor departmental productivity and operational performance.
• Ensure field resources are properly allocated to support customer demand.
• Support company growth initiatives and operational scalability.
• Participate in strategic planning and operational decision‑making.
• Maintain a culture of professionalism, accountability, and continuous improvement.

Quality Assurance and Continuous Improvement

• Conduct routine field inspections and ride‑alongs.
• Audit completed service and installation jobs.
• Evaluate workmanship quality and technical performance.
• Verify compliance with company standards and procedures.
• Identify training opportunities and corrective actions.
• Monitor callback and warranty trends.
• Ensure customer satisfaction standards are maintained.

Process Improvement

• Evaluate operational workflows and procedures.
• Identify inefficiencies and improvement opportunities.
• Implement improvement initiatives: processes, tools, and controls.
• Drive operational consistency across business units.
• Improve service delivery and operational effectiveness.

Training and Development

• Oversee apprentice development and progression.
• Ensure apprentices receive proper field training.
• Monitor apprentice skill development and performance.
• Drive development of future technicians and leaders.
• Coordinate licensing and certification requirements.
• Reinforce company standards, procedures, and best practices.
• Conduct field coaching and mentoring.
• Support technical, safety, and customer service training.
• Coordinate ongoing workforce development initiatives.

Performance and Capacity Planning

• Support operational growth initiatives through labor planning.
• Establish performance expectations and KPI standards.
• Monitor technician productivity and efficiency.
• Benchmark performance against company goals.
• Identify improvement opportunities through performance analysis.
• Evaluate staffing levels and workforce requirements.
• Monitor technician utilization and workload distribution.
• Assist with hiring recommendations and workforce planning.

Standard Operating Procedures (SOPs)

• Develop, implement, and maintain operational procedures.
• Ensure field compliance with company SOPs.
• Support continuous refinement of company processes.
• Promote standardization and operational consistency.

Fleet Management

• Ensure optimal fleet condition and operational readiness.
• Monitor GPS, fuel consumption, and fleet performance.
• Promote responsible vehicle operation practices and ensure efficiency.
• Assist leadership with long‑term fleet planning.
• Monitor vehicle lifecycle and evaluate fleet replacement needs.
• Ensure proper company tools and equipment use and care.
• Monitor tools and equipment state and replacement requirements.

Project Management

Project Oversight

• Prioritize and coordinate field resources to meet project requirements.
• Monitor project execution, quality, and completion standards.
• Ensure successful project delivery and customer satisfaction.

Safety & Compliance

• Ensure permit requirements are identified and fulfilled.
• Support successful project approvals and completion.
• Develop productive working relationships with municipal authorities.
• Ensure inspections are completed in accordance with project requirements.
• Ensure all work complies with applicable codes and regulations.
• Enforce company safety policies and procedures, promoting a culture of workplace safety.
• Ensure OSHA and regulatory compliance.

Customer Experience Management

• Drive achievement of customer satisfaction goals.
• Resolve escalated customer concerns and service issues.
• Support customer retention initiatives (alongside Marketing).
• Ensure professionalism and communication standards.

Financial & Operational Performance Management

• Ensure labor productivity and operational efficiency goals are met.
• Support achievement of revenue goals.
• Ensure gross profit targets are met.
• Support budgeting and forecasting.

Requirements

Skills & Abilities

Leadership & Management Skills

• Strong leadership and supervisory abilities.
• Employee coaching and development skills.
• Performance management and accountability.
• Conflict resolution and decision‑making abilities.
• Team building and motivational skills.
• Strong verbal and written communication skills.
• Customer conflict resolution abilities.
• Presentation and training capabilities.
• Vendor and municipal relationship management skills.

Operational Skills

• Service operations management.
• Workforce planning and capacity management.
• Quality assurance and process improvement.
• Fleet management oversight.
• Project oversight and execution.
• KPI management and performance analysis.

Technical Skills

• Strong HVAC, plumbing, and/or electrical knowledge.
• Building code and regulatory knowledge.
• Safety and compliance expertise.
• Microsoft Office Suite proficiency.
• Google Workspace proficiency.
• ServiceTitan experience preferred.

Education & Experience

• Associate's or Bachelor's degree in Business Administration, Construction Management, Mechanical Systems, or related field preferred.
• 7+ years of HVAC, plumbing, electrical, or home services industry experience.
• 3+ years of supervisory or management experience.
• Proven experience managing field personnel.
• Experience leading service and installation operations.
• ServiceTitan experience preferred.
• Applicable trade licenses and certifications preferred.

Physical Requirements and Conditions

• Combination of office and field work environment.
• Frequent travel between jobsites.
• Extended periods of driving.
• Frequent walking and jobsite inspections.
• Ability to work indoors and outdoors in varying conditions.
• Ability to lift and carry tools, materials, and equipment as necessary.
• Ability to manage fast‑paced operational environments.