Service Manager

A FirstCall Mechanical Company

SERVICE MANAGER

Location: New Orleans, LA

WHO IS FIRSTCALL MECHANICAL?

Optimum Air Solutions serves commercial, industrial, and oil and gas clients across Louisiana, Mississippi, and Alabama. Founded in 2017, Optimum Air Solutions partnered with FirstCall Mechanical in 2025.

FirstCall Mechanical is a leading provider of commercial and industrial HVAC, building controls, electrical, and plumbing services. FirstCall serves a wide array of facility and customer types, including distribution centers, industrial plants, universities, airports, healthcare facilities, self-storage units, and more. With approximately 700 employees across Ohio, New York, Virginia, Tennessee, North Carolina, South Carolina, Georgia, Florida, and Texas, FirstCall is committed to building durable partnerships. The company is actively expanding its operations nationwide and partnering with organizations that share its dedication to quality and customer satisfaction.

FirstCall Mechanical not only partners with companies to nurture growth in the market, but also provides equal focus on employee growth and development as well. We believe when YOU succeed, we all succeed, so we strive to be the first call for talented team members who want a career, not just a job.

BENEFITS OVERVIEW

FirstCall Mechanical values our employees' well-being, growth, and success! Employees are offered a robust benefits package, including:

- Competitive Weekly Pay

- Comprehensive Healthcare Coverage - Medical, Dental, Vision, + More (Includes some 100% Company-paid plans)

- Financial Resources - 401(k) Retirement Savings Plan with a 5% match, Life Insurance, Short & Long-Term Disability

- Time-Off & Holidays - Up to 4 weeks of Paid Off, 9 Paid Holidays + Veterans Day for Veterans

- Career Growth & Development - Company-sponsored education and career advancement programs like the FirstCall Academy, the Learning & Education Assistance Program (LEAP), and the FirstCall Progression Program

- Generous Referral Bonus of $2,500 per referral

- Role-Specific Perks - Company vehicle or allowance, mobile phone or phone allowance, uniforms, and work boot allowances

Position Overview
Were looking for a Service Operations Manager to lead our commercial service department. The department covers maintenance agreements, repair projects, and on-demand service. Youll own the departments financial results and build a skilled, motivated technician team. Youll also make sure every customer gets work thats done right, on time, and on budget. This is a hands-on leadership role: most of your time goes to running the business, and youll step into the field to support technicians when needed.

What Youll Do

Financial & Business Performance

- Own the service department P&L, including revenue, gross margin, and labor utilization across contracts, quoted repairs, and on-demand service.

- Grow service revenue by turning PM findings into repair quotes, renewing and expanding maintenance agreements, and pricing work profitably.

- Source parts and pricing, prepare repair quotes, and manage approved projects through completion and closeout.

- Track department KPIs and review results with leadership monthly.

Team Leadership & Development

- Recruit, hire, onboard, and retain skilled technicians, and address performance or conduct issues fairly and promptly.

- Hold regular one-on-ones, set clear goals, and conduct performance reviews.

- Assess technician skills, build development plans, and oversee ongoing technical and safety training.

- Serve as the go-to technical resource for diagnostics, procedures, and quality workmanship.

Service Operations

- Partner with dispatch to match the right technician to each job based on skill, location, and priority.

- Manage the maintenance agreement schedule so all PM visits are completed on time and within budgeted hours, flag overruns, and adjust contract pricing at renewal.

- Ensure materials, equipment, and tools are ordered and staged for scheduled work.

- Develop and refine work procedures to improve efficiency and quality.

Customer Relationships

- Act as the escalation point for customer issues and resolve complaints quickly and professionally.

- Build long-term relationships with key accounts.

Safety, Fleet & Assets

- Lead a strong safety culture by enforcing safety policies, responding to and investigating field incidents, and following drug-testing procedures.

- Maintain accurate records of inventory, tools, and vehicles, and ensure fleet preventive maintenance is completed.

- Keep the shop and warehouse organized, clean, and safe.

How Success Is Measured
PM completion on schedule, technician utilization, first-time fix rate, contract labor vs. budget, gross margin, callback rate, customer satisfaction, safety record, and technician retention.

ORGANIZATIONAL ALIGNMENT

This position will report to the Branch Leader and has responsibility to the service team.

Qualifications

What You Bring

Required

- 5+ years of commercial HVAC service experience, including at least [2–3] years in a supervisory or management role

- Strong technical knowledge of commercial equipment such as RTUs, split systems, chillers, boilers, and VRF

- EPA 608 Universal certification

- Experience managing a department budget, P&L, or service sales

- Experience with field service software (e.g., [ServiceTitan, BuildOps, or your platform])

- Valid drivers license and acceptable driving record

- Strong communication, organization, and problem-solving skills

Preferred

- OSHA 30

- Building automation/controls experience

- Estimating or service sales background

BEHAVIORAL PROFILE

Strategic Skills

Ability to learn new skills and knowledge. Ability to understand concepts and complexity comfortably. Open to change and will try anything to find solutions. Able to handle uncertainty and make decisions without knowing the whole story

Operating Skills

Ability to discern between tasks to determine how best to accomplish goals and organize task/people assignments to get results in a timely way. Ability to figure out processes and simplify them in order to maximize workflow.

Behavior Skills

Ability to manage people and situations when conflicts arise. Ability to seize opportunities with the drive to complete goals.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Mental stamina for problem solving and prioritizing multiple tasks.

Personal and Interpersonal Skills

Ability to establish and grow relationships with customers through effective verbal and written communication. Dedicated to the needs of the customers, manufacturers and peers and has the patience to actively listen to all business partners. Able to solve problems and skillfully negotiate with a minimum of noise while managing stress. Demonstrates integrity and trust through appropriate directness and truthfulness. Ability to understand personal strengths and weaknesses, seek feedback and improve upon shortcomings.

Environmental Requirements

Will be required to work in a field environment, traveling to multiple customer sites on a daily basis.

Physical Demands

While performing the duties of this job, the employee is regularly required to use hands to operate the computer keyboard and telephone, reach with hands and arms. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

FirstCall does not accept unsolicited resumes, employment applications or inquiries from recruiters, employment agencies or individual job seekers. Applicants who are selected to proceed to the next stage of FirstCalls process will be contacted directly by a member of our team. Please note that we are unable to provide individual feedback to all applicants. Applications will stay active in our system for 60 days, and after 60 days applicants will need to reapply for the role.