Service Operations Manager

Perfection Group; Louisville (KY); On-site; USD 85,000 - 110,000; Full time

Job summary

Perfection Group is seeking a collaborative leader to serve as Service Operations Manager for the Louisville, KY market. This role drives safe, efficient, and profitable commercial HVAC service delivery, working with field supervisors, technicians, sales, and leadership to meet customer commitments.

The incumbent will maintain a strong field presence, build relationships, and elevate operating practices to support growth. Flexibility to travel within Louisville and lead by example is required.

Qualifications

• Five+ years in commercial HVAC service, mechanical contracting, field service, or related technical operation.
• Previous leadership, supervisory, or operational management experience.
• Strong knowledge of HVAC equipment, preventive maintenance, service practices, and field operations.
• Experience managing customer relationships, labor resources, operational performance, and financial results.
• Willingness to travel within the Louisville service area.
• Valid driver’s license with acceptable driving record.

Responsibilities

• Lead day-to-day delivery of preventive maintenance, demand service, quoted repairs, emergency calls, and small service projects in Louisville.
• Maintain a visible leadership presence and build a connected, collaborative team.
• Partner with Field Supervisors and Service Coordinators to align skills, schedules, and customer needs.
• Reinforce safe work practices and ensure policies are followed.
• Lead, coach, develop, and support assigned field and operations staff.
• Support recruitment, onboarding, engagement, and retention of technicians.
• Set clear expectations and address performance, quality, or conduct concerns promptly and fairly.
• Monitor workload, open service calls, maintenance completion, labor productivity, and costs.
• Ensure timely service documentation, job closing, and billing; manage costs.
• Build strong customer relationships and address escalated service concerns.
• Collaborate with Sales to support retention and growth; identify new opportunities.
• Share accountability for revenue, gross margin, labor utilization, and operating expenses.
• Identify gaps and implement practices to improve service delivery.
• Coordinate with Shared Services and other Service markets and relevant PG teams.

Skills

Leadership

Communication

Team collaboration

Accountability

Job description

Internal Opportunity: Service Operations Manager

Louisville, KY | Commercial HVAC Service

Perfection Group is seeking a collaborative, accountable leader to serve as Service Operations Manager for our Louisville, KY market.

This role leads the safe, efficient, and profitable delivery of commercial HVAC service. Working closely with Field Supervisors, Service Coordinators, technicians, sales, and market leadership, the Service Operations Manager ensures we deliver on our customer commitments while creating an environment where our associates can succeed.

We’re looking for someone who understands commercial HVAC service operations, communicates clearly, and follows through consistently. This leader will maintain a visible presence throughout the Louisville market, build strong relationships, and strengthen operating practices to support customer needs and continued growth.

You May Be a Great Fit If You:

Lead with safety and hold yourself and others accountable.

Have experience in commercial HVAC service, field operations, or mechanical contracting.

Align technician skills, workload, customer priorities, and available capacity.

Build trust with technicians, customers, sales partners, and business leaders.

Communicate openly, directly, and professionally—even during difficult conversations.

Coach and develop others while setting clear performance expectations.

Use financial and operational information to make sound business decisions.

Remain composed and focused on solutions when priorities change.

Take ownership of results and consistently follow through on commitments.

Enjoy being present in the field and actively supporting your team.

In This Role, You Will:

Lead the day-to-day delivery of preventive maintenance, demand service, quoted repairs, emergency calls, and small service projects throughout the Louisville market.

Maintain a visible leadership presence and build a connected, collaborative team.

Partner with Field Supervisors and Service Coordinators to align technician skills, schedules, customer needs, and geographic coverage.

Reinforce safe work practices and ensure company policies and required procedures are consistently followed.

Lead, coach, develop, and support assigned field and operations associates.

Help recruit, onboard, engage, and retain qualified technicians to support market growth.

Establish clear expectations and address performance, quality, or conduct concerns promptly and fairly.

Monitor workload, open service calls, preventive maintenance completion, labor productivity, callbacks, overtime, and work-order aging.

Support timely and accurate service documentation, job closing, billing, and cost management.

Build strong customer relationships and take ownership of escalated service concerns.

Partner with sales to support customer retention, account growth, and new opportunities.

Share accountability for revenue, gross margin, labor utilization, operating expenses, customer retention, and overall market performance.

Identify operational gaps and implement consistent, effective practices that improve service delivery.

Collaborate with Shared Services, other Service markets, and Perfection Group’s Design-Build, Green, and Total Facility Solutions teams.

Preferred Experience and Qualifications:

Five or more years of experience in commercial HVAC service, mechanical contracting, field service, or a related technical operation.

Previous leadership, supervisory, or operational management experience.

Working knowledge of commercial HVAC equipment, preventive maintenance, service practices, and field operations.

Experience managing customer relationships, labor resources, operational performance, and financial results.

Strong communication, organization, decision-making, and problem-solving skills.

Ability and willingness to travel throughout the Louisville service area.

Valid driver’s license and an acceptable driving record.

Technical training, trade certifications, or a degree in HVAC, mechanical systems, construction management, or business is preferred but not required.

Equivalent combinations of education, technical knowledge, leadership experience, and demonstrated performance will be considered.

What Success Looks Like:

Success means a Louisville team that works together, operates safely, and consistently delivers on customer commitments. This leader will establish clear expectations, develop associates, strengthen customer relationships, and improve operational performance to support the market’s growth and profitability goals.

The role requires regular travel within the Louisville service area and availability outside normal business hours when significant customer needs, operational emergencies, or team activities require leadership support.

Interested?

Perfection Group associates are encouraged to discuss their career interests and development opportunities with their current leader. All qualified internal applicants will receive thoughtful and consistent consideration.