Service Operations Lead

Upstate Energy; New York (NY); On-site; USD 48,000 - 58,000; Full time

Job summary

Upstate Energy in Modena, New York, is seeking an experienced Service Team Lead to guide our HVAC and fuel service team. This is a hands-on leadership role that supports technicians in the field, organizes daily service operations, maintains high workmanship standards, and ensures every job is completed and documented correctly.

The ideal candidate has strong experience servicing oil and propane heating equipment and can balance fieldwork, technical support, team leadership, scheduling, and

Qualifications

• Significant hands on experience servicing heating and HVAC equipment.
• Strong experience with oil fired and propane fired systems.
• Strong diagnostic and troubleshooting ability.
• Ability to lead technicians while remaining actively involved in fieldwork.
• Strong communication, organizational, and customer service skills.
• Ability to prioritize emergencies, scheduled work, and technician capacity.
• Comfortable using mobile applications and service management software.
• Valid driver’s license and acceptable driving record.
• Willingness to participate in an on call rotation.
• Commitment to safety, workmanship, documentation, and accountability.

Responsibilities

• Lead, support, train, and develop service technicians.
• Provide technical guidance on difficult service calls and installations.
• Assist with diagnostics, troubleshooting, repairs, startups, and system commissioning.
• Help coordinate the daily schedule based on urgency, geography, technician availability, and job complexity.
• Maintain capacity for emergency and no heat calls.
• Review open, incomplete, rescheduled, and follow up jobs.
• Coordinate with office staff regarding customer concerns, estimates, parts, scheduling, and job status.
• Perform service, maintenance, diagnostics, and repairs as needed.
• Participate in the compensated on call rotation.
• Review callbacks, repeat repairs, complaints, and workmanship concerns.
• Ensure technicians accurately document labor, parts, equipment information, recommendations, notes, and completed work in company service software.
• Follow up on incomplete jobs and missing documentation.
• Help maintain service vehicles, tools, parts, and materials.
• Promote professionalism, accountability, safety, communication, and excellent customer service.

Skills

HVAC servicing

Diagnostics

Team leadership

Customer service

Tools

Service management software

Job description

Job Description

Service Team Lead

Location: Modena, New York

Employment Type: Full time

Pay: $35 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 lead 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, organize daily service operations, maintain high workmanship standards, and ensure every job is completed and documented correctly.

The ideal candidate has strong experience servicing oil and propane heating equipment and is comfortable balancing fieldwork, technical support, team leadership, scheduling, and customer service. This is not a desk only position. The Service Team Lead will remain actively involved in diagnostics, service calls, training, quality control, and emergency response.

Responsibilities

• Lead, support, train, and develop service technicians
• Provide technical guidance on difficult service calls and installations
• Assist with diagnostics, troubleshooting, repairs, startups, and system commissioning
• Help coordinate the daily schedule based on urgency, geography, technician availability, and job complexity
• Maintain capacity for emergency and no heat calls
• Review open, incomplete, rescheduled, and follow up jobs
• Coordinate with office staff regarding customer concerns, estimates, parts, scheduling, and job status
• Perform service, maintenance, diagnostics, and repairs as needed
• Participate in the compensated on call rotation
• Review callbacks, repeat repairs, complaints, and workmanship concerns
• Ensure technicians accurately document labor, parts, equipment information, recommendations, notes, and completed work in company service software
• Follow up on incomplete jobs and missing documentation
• Help maintain service vehicles, tools, parts, and materials
• Promote professionalism, accountability, safety, communication, and excellent customer service

Qualifications

• Significant hands on experience servicing heating and HVAC equipment
• Strong experience with oil fired and propane fired systems
• Strong diagnostic and troubleshooting ability
• Ability to lead technicians while remaining actively involved in fieldwork
• Strong communication, organizational, and customer service skills
• Ability to prioritize emergencies, scheduled work, and technician capacity
• Comfortable using mobile applications and service management software
• Valid driver’s license and acceptable driving record
• Willingness to participate in an on call rotation
• Commitment to safety, workmanship, documentation, and accountability

Preferred Experience

• Previous experience as a lead technician, field supervisor, 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

Physical Requirements

Candidates must be able to safely work in basements, mechanical rooms, crawlspaces, attics, and outdoor environments. The position may require lifting tools, parts, and equipment, climbing stairs or ladders, kneeling, bending, and working around heating systems, fuel equipment, electrical components, and machinery.

About Upstate Energy

Upstate Energy is a growing Hudson Valley fuel distribution and HVAC service company providing propane, heating oil, HVAC service and installation, emergency service, generators, pool heaters, tanks, and related energy services.