Service Operations Lead
Upstate Energy
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Benefits offered by this job
Job summary
Upstate Energy is seeking an experienced Service Team Lead to oversee and strengthen our HVAC and fuel service department in Gardiner, NY, coordinating daily service operations and ensuring high workmanship standards across fieldwork and administration.
The ideal candidate will balance technical diagnostics with team leadership, scheduling, and customer service, actively participating in fieldwork, service calls, safety compliance, and on-call rotation as required.
Qualifications
- Significant hands on experience servicing heating and HVAC equipment.
- Strong experience with oil fired and propane fired systems.
- Demonstrated diagnostic and troubleshooting ability.
- Ability to lead technicians while remaining actively involved in fieldwork.
- Strong communication and customer service skills.
- Ability to prioritize emergency calls, scheduled work, and technician capacity.
- Ability to use mobile applications and service management software.
- Valid driver’s license and acceptable driving record.
- Ability to work independently and make sound field decisions.
- Willingness to participate in an on call rotation.
- Commitment to safety, workmanship, documentation, and accountability.
Responsibilities
- Lead, support, and develop the service technicians.
- Provide technical guidance on difficult service calls and installations.
- Assist technicians with diagnostics, troubleshooting, and repair decisions.
- Help train less experienced technicians and improve overall team capability.
- Establish clear expectations for workmanship, professionalism, documentation, and customer communication.
- Address performance or workflow issues promptly and professionally.
- Promote a team focused culture built around accountability, communication, and reliable customer service.
- Help coordinate the daily service schedule based on technician availability, geography, urgency, and job complexity.
- Maintain sufficient capacity for emergency and no heat calls.
- Review open, incomplete, rescheduled, and follow up jobs.
- Confirm that technicians have the correct parts, materials, equipment, and job information before dispatch.
- Coordinate with the office team regarding customer concerns, job status, estimates, parts, and scheduling.
- Reduce unnecessary travel, repeat visits, callbacks, and scheduling gaps.
- Help ensure service jobs are completed and invoiced promptly.
- Perform service, maintenance, diagnostics, and repairs as needed.
- Troubleshoot oil, propane, heating, hot water, and related HVAC equipment.
- Assist with complex system problems and recurring service issues.
- Participate in the company’s compensated on call rotation.
- Respond professionally to emergency and no heat situations.
- Support installations, replacements, startups, and system commissioning when required.
- Verify that completed work meets company standards and applicable safety requirements.
- Ensure technicians review service history and equipment records before or during each service call.
- Require technicians to enter missing equipment information and update incomplete or inaccurate records.
- Confirm serial numbers, ownership status, equipment notes, photographs, and supporting files are entered when available.
- Ensure technicians clock into each individual service job using the company’s service software.
- Verify that all labor, parts, discounts, recommendations, and customer notes are entered accurately.
- Confirm jobs are properly completed in the service software before they are submitted for invoicing.
- Follow up on incomplete jobs and missing documentation.
- Treat incomplete documentation as an operational and financial control issue, not simply an administrative mistake.
- Review callbacks, repeat repairs, unresolved complaints, and workmanship concerns.
- Identify whether problems resulted from diagnosis, installation, parts, scheduling, documentation, or communication.
- Help prevent avoidable callbacks and lost labor.
- Communicate clearly and professionally with customers.
- Explain repair findings, available options, safety concerns, and recommended next steps.
- Help resolve escalated customer issues while protecting the company’s reputation and financial interests.
- Ensure discounts, warranty decisions, and no charge work are properly authorized and documented.
- Help maintain appropriate service parts and materials.
- Identify commonly needed parts and recurring shortages.
- Coordinate special order parts and follow up repairs.
- Help ensure service vehicles remain organized and properly stocked.
- Report damaged tools, vehicle problems, and equipment needs promptly.
- Assist management in evaluating tools, equipment, training, and service department investments.
- The Service Team Lead will help management monitor and improve:
- Completed service calls
- Technician utilization
- Billable labor
- Labor recovery
- Revenue and gross profit per service call
- Parts usage and markup
- Callback frequency
- Overtime
- Invoice completion time
- Open and incomplete jobs
- Maintenance agreement activity
- Customer complaints and unresolved issues
- Service software documentation compliance
Skills
Tools
Job description
Benefits:
401(k)
Employee discounts
Health insurance
Paid time off
Bonus based on performance
Company car
Company parties
Service Team Lead
Company: Upstate Energy Location: Gardiner, New York and surrounding Hudson Valley service area Employment Type: Full time Compensation: $38 to $42 per hour, based on experience Schedule: Primarily daytime hours with participation in a compensated on call rotation
Upstate Energy is seeking an experienced Service Team Lead to help oversee and strengthen our growing HVAC and fuel service department.
This is a hands on leadership position for someone who can support technicians in the field, help organize daily service operations, maintain high workmanship standards, and ensure every job is completed and documented correctly.
The ideal candidate has strong experience with heating systems, particularly oil and propane equipment, and is comfortable balancing technical fieldwork with team leadership, scheduling, customer service, and operational accountability.
This is not a desk only management position. The Service Team Lead will remain actively involved in diagnostics, service calls, technical support, quality control, and emergency response.
Lead, support, and develop the service technicians
Provide technical guidance on difficult service calls and installations
Assist technicians with diagnostics, troubleshooting, and repair decisions
Help train less experienced technicians and improve overall team capability
Establish clear expectations for workmanship, professionalism, documentation, and customer communication
Address performance or workflow issues promptly and professionally
Promote a team focused culture built around accountability, communication, and reliable customer service
Help coordinate the daily service schedule based on technician availability, geography, urgency, and job complexity
Maintain sufficient capacity for emergency and no heat calls
Review open, incomplete, rescheduled, and follow up jobs
Confirm that technicians have the correct parts, materials, equipment, and job information before dispatch
Coordinate with the office team regarding customer concerns, job status, estimates, parts, and scheduling
Reduce unnecessary travel, repeat visits, callbacks, and scheduling gaps
Help ensure service jobs are completed and invoiced promptly
Perform service, maintenance, diagnostics, and repairs as needed
Troubleshoot oil, propane, heating, hot water, and related HVAC equipment
Assist with complex system problems and recurring service issues
Participate in the company’s compensated on call rotation
Respond professionally to emergency and no heat situations
Support installations, replacements, startups, and system commissioning when required
Verify that completed work meets company standards and applicable safety requirements
Ensure technicians review service history and equipment records before or during each service call
Require technicians to enter missing equipment information and update incomplete or inaccurate records
Confirm serial numbers, ownership status, equipment notes, photographs, and supporting files are entered when available
Ensure technicians clock into each individual service job using the company’s service software
Verify that all labor, parts, discounts, recommendations, and customer notes are entered accurately
Confirm jobs are properly completed in the service software before they are submitted for invoicing
Follow up on incomplete jobs and missing documentation
Treat incomplete documentation as an operational and financial control issue, not simply an administrative mistake
Review callbacks, repeat repairs, unresolved complaints, and workmanship concerns
Identify whether problems resulted from diagnosis, installation, parts, scheduling, documentation, or communication
Help prevent avoidable callbacks and lost labor
Communicate clearly and professionally with customers
Explain repair findings, available options, safety concerns, and recommended next steps
Help resolve escalated customer issues while protecting the company’s reputation and financial interests
Ensure discounts, warranty decisions, and no charge work are properly authorized and documented
Help maintain appropriate service parts and materials
Identify commonly needed parts and recurring shortages
Coordinate special order parts and follow up repairs
Help ensure service vehicles remain organized and properly stocked
Report damaged tools, vehicle problems, and equipment needs promptly
Assist management in evaluating tools, equipment, training, and service department investments
The Service Team Lead will help management monitor and improve:
Completed service calls
Technician utilization
Billable labor
Labor recovery
Revenue and gross profit per service call
Parts usage and markup
Callback frequency
Overtime
Invoice completion time
Open and incomplete jobs
Maintenance agreement activity
Customer complaints and unresolved issues
Service software documentation compliance
Significant hands on experience servicing heating and HVAC equipment
Strong experience with oil fired and propane fired systems
Demonstrated diagnostic and troubleshooting ability
Ability to lead technicians while remaining actively involved in fieldwork
Strong communication and customer service skills
Ability to prioritize emergency calls, scheduled work, and technician capacity
Ability to use mobile applications and service management software
Valid driver’s license and acceptable driving record
Ability to work independently and make sound field decisions
Willingness to participate in an on call rotation
Commitment to safety, workmanship, documentation, and accountability
Previous experience as a lead technician, field supervisor, service coordinator, or service department leader
Experience with boilers, furnaces, water heaters, hydronic systems, propane equipment, and oil heating systems
EPA certification and other applicable HVAC or fuel related certifications
Experience training or mentoring technicians
Experience reviewing estimates, service invoices, parts, labor, and warranty work
Familiarity with service dispatching, field management, or customer account software
This position includes office, shop, vehicle, and field responsibilities. The employee must be able to safely perform HVAC and heating service work in varying weather conditions and working environments, including basements, mechanical rooms, crawlspaces, attics, and outdoor equipment locations.
The position may require lifting tools, parts, and equipment; climbing stairs and ladders; kneeling; bending; and working around heating equipment, fuel systems, electrical components, and moving machinery.
We are looking for someone who takes ownership of the service department’s daily performance.
The right candidate will not wait for problems to become emergencies. This person will help technicians succeed, maintain accurate job records, communicate with the office, protect the customer experience, and make sure completed work is properly documented and billed.
The successful candidate will be technically capable, organized, dependable, calm under pressure, and willing to hold themselves and the team accountable.
Upstate Energy is a growing Hudson Valley fuel distribution and HVAC service company providing propane, heating oil, diesel, gasoline, HVAC service and installation, emergency service, generators, pool heaters, tanks, cylinder filling, and customer fuel programs.
We are focused on building a professional, reliable, and accountable service operation that delivers quality work while supporting long term growth.
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