Service Manager

Together We Build – Partnership, Innovation, Excellence, and Safety

Feldkamp Mechanical is part of Kelso Industries, with 3,500+ employees across 29 operating companies, delivers top HVAC, mechanical, plumbing, refrigeration, and electrical solutions nationwide. Join us to grow your career, make an impact, and be part of a high-performing team. Learn more about us at www.kelso-industries.com

Recruiter Notice: We respectfully ask external recruiters and staffing agencies not to submit candidates. We only accept direct applications.

Position Summary

Feldkamp Mechanical is seeking an experienced Service Manager to lead the growth, profitability, and day-to-day performance of our commercial mechanical service division.

Reporting to the Chief Operations Officer, the Service Manager will have overall responsibility for service operations, including P&L performance, business development, preventative maintenance agreements, technician leadership, dispatch and scheduling, client relationships, safety, and operational efficiency.

This is a hands-on leadership role for someone who understands both the business and technical sides of commercial HVAC/mechanical service. The successful candidate will be expected to grow the service client base, expand recurring maintenance revenue, develop a high-performing technician team, and continuously improve the customer experience and operational performance of the division.

Key Responsibilities

Service Operations & Leadership

- Lead all aspects of Feldkamp Mechanical's commercial service operations, including technicians, dispatch, scheduling, service coordination, estimating, and customer support.

- Develop and execute the service division's annual operating and growth plan.

- Establish clear expectations, performance standards, and accountability across the service team.

- Promote Feldkamp's culture and maintain a strong focus on safety, quality, responsiveness, and customer service.

- Partner with Operations, Finance, Safety, Business Development, Project Management, and other internal teams to support company objectives.

Financial Performance & P&L Management

- Own the financial performance and P&L of the service division.

- Drive a minimum of 15% year-over-year EBITDA growth through revenue growth, margin improvement, recurring service agreements, and operational efficiency.

- Partner with Finance to develop the annual service budget and financial forecasts.

- Establish and manage service pricing, labor rates, estimating practices, and proposal standards.

- Monitor key performance indicators including revenue, gross margin, EBITDA, technician utilization, billable hours, first-time fix rate, callbacks, agreement revenue, and service agreement renewals.

- Identify performance gaps and implement corrective actions to achieve financial and operational goals.

Business Development & Client Growth

- Lead efforts to grow Feldkamp's commercial service client base and expand existing accounts.

- Develop a consistent pipeline of service, repair, retrofit, replacement, and preventative maintenance opportunities.

- Partner with Business Development and Project Management teams to convert construction customers into long-term service clients.

- Build and maintain strong relationships with key customers, vendors, equipment manufacturers, and business partners.

- Identify opportunities to expand Feldkamp's service capabilities and market presence.

Preventative Maintenance & Service Agreements

- Grow Feldkamp's portfolio of preventative maintenance and recurring service agreements.

- Establish annual goals for new agreements, renewals, agreement revenue, and preventative maintenance completion.

- Develop maintenance programs that align with customer equipment, facilities, and operational needs.

- Convert repair, project, and existing service customers into recurring maintenance clients.

- Maintain strong agreement renewal rates through consistent service delivery and proactive customer communication.

- Leverage preventative maintenance findings to identify repair, retrofit, replacement, and system improvement opportunities.

Technician Leadership & Development

- Recruit, hire, onboard, develop, and retain skilled commercial HVAC and mechanical service technicians.

- Build workforce plans that support current service demand and future growth.

- Establish technician training, mentoring, certification, and career-development programs.

- Create an environment of accountability, engagement, safety, and continuous learning.

- Monitor technician productivity, utilization, quality, and customer service performance.

- Develop strategies to improve technician retention and build a strong internal talent pipeline.

Customer Service & Quality

- Establish high standards for responsive, professional, and technically sound customer service.

- Ensure service requests are scheduled and resolved promptly.

- Drive strong first-time fix performance while reducing callbacks and repeat service issues.

- Measure customer satisfaction and address service concerns quickly and professionally.

- Review service quality trends and implement improvements based on customer feedback and operational data.

Technology & Continuous Improvement

- Continuously evaluate service processes, procedures, workflows, and technology to improve efficiency and scalability.

- Optimize dispatch and scheduling to increase technician utilization, reduce windshield time, and improve customer response times.

- Use technology and operational data to improve field productivity, reporting, invoicing, and customer visibility.

- Lead Feldkamp's transition to the Salesforce Field Service Management (FSM) work order management platform.

- Support system configuration, process migration, training, implementation, and adoption across the service organization.

- Become Feldkamp's internal Subject Matter Expert (SME) for Salesforce FSM and drive ongoing optimization of the platform.

- Evaluate opportunities to leverage mobile technology, remote monitoring, building automation data, and other tools to improve service delivery.

Safety, Fleet & Asset Management

- Partner with the Safety Manager to ensure service work is performed in accordance with Feldkamp safety policies, OSHA requirements, and industry best practices.

- Promote a safety-first culture and hold team members accountable for safe work practices.

- Maintain a strong safety record with a goal of zero lost-time incidents.

- Oversee service vehicles, tools, equipment, and inventory to ensure appropriate availability, maintenance, and cost control.

Key Performance Objectives

Success in this role will be measured by the ability to:

- Achieve a minimum of 15% year-over-year EBITDA growth for the service division.

- Grow the commercial service client base and service revenue.

- Increase preventative maintenance and service agreement revenue year over year.

- Improve agreement renewal and preventative maintenance completion rates.

- Recruit, develop, and retain a high-performing team of service technicians.

- Improve technician utilization, productivity, and first-time fix rates.

- Maintain high levels of customer satisfaction and service quality.

- Maintain a strong safety record with zero lost-time incidents.

- Successfully implement and drive adoption of Salesforce FSM.

Qualifications

- Previous leadership experience managing a commercial HVAC, mechanical service, or similar field-service operation.

- Proven success growing service revenue, profitability, and recurring maintenance business.

- Demonstrated experience with P&L management, budgeting, forecasting, pricing, and financial performance.

- Strong business development skills with a track record of building and expanding customer relationships.

- Strong technical understanding of commercial HVAC and mechanical systems; knowledge of plumbing, refrigeration, controls, and building automation systems is highly desirable.

- Experience recruiting, leading, developing, and retaining skilled service technicians and support teams.

- Demonstrated ability to create a culture of accountability, safety, quality, and customer service.

- Experience improving service operations, processes, workflows, and field productivity.

- Experience with field service management platforms, CRM systems, and related service technology.

- Salesforce Field Service Management experience is preferred; experience leading a field service technology implementation is highly desirable.

- Strong knowledge of applicable safety requirements, codes, and quality standards.

- Excellent leadership, planning, organizational, and problem-solving skills.

- Strong conflict-resolution and people-management capabilities.

- Excellent written and verbal communication skills.

- Proficiency with Microsoft Office and familiarity with CRM, accounting, and field-service software.

Why Join Feldkamp Mechanical?

This is an opportunity to take ownership of a critical and growing part of Feldkamp Mechanical's business. The Service Manager will have the ability to directly influence the division's growth strategy, build recurring service revenue, develop a strong technician organization, improve operational performance, and help shape the future of Feldkamp's commercial service business.

We're looking for a leader who combines commercial HVAC/mechanical service expertise, business development ability, financial acumen, and strong people leadership and is excited about building a service organization positioned for long-term growth.

Why Join Us?

We’re committed to attracting talented individuals who seek a company with a strong foundation of success and an outstanding culture. We proactively provide competitive compensation, comprehensive benefits, and clear pathways for career advancement with autonomy and flexibility in an entrepreneurial environment.

Learn more about us at www.kelso-industries.com .

We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate in any aspect of employment on the basis of race, color, religion, national origin, ancestry, gender, sexual orientation, gender identity and/or expression, age, veteran status, disability, or any other characteristic protected by federal, state, or local employment discrimination laws where Kelso does business.