Service Department Director

Service Department Director
Service Department Director Description
Kalamazoo Mechanical, Inc. is seeking a high caliber Service Department Director to lead our commercial HVAC service division. As a key member of KMI's leadership team, this director will strengthen customer relationships, drive growth and workforce development, and ensure the division's profitability. KMI is a respected, growing mechanical contractor known for quality workmanship, long term client relationships, and a strong commitment to investing in its people. Experience Requirements (Must Have)

• Minimum of 5 years' experience as a manager of field service technicians (HVAC preferred)
• Experience using service industry software (dispatching, job costing, CRM, etc.)
• At least 5 years' experience leading and managing subordinates
• Customer focused and growth oriented mindset
• Comfortable and proficient with common business technologies (MS Office, Excel, PCs, tablets)
• Quoting and estimating experience for sizeable repair and replacement projects ($20,000+)

Preferred Experience

• Hands on field experience in a technical role
• HVAC industry experience
• Experience working in a small business environment

Responsibilities & Expectations

• Provide strong leadership, management, and business oversight for the Service Department
• Communicate clear performance expectations to technicians and support staff
• Ensure accountability and compliance through defined processes and training
• Review cost budgets for service projects and maintenance agreements
• Own and develop long term customer relationships
• Set team expectations, conduct performance reviews, and recommend compensation updates
• Confidently engage in customer outreach, sales coordination, and business development efforts
• Address customer complaints and apply technical knowledge to ensure satisfaction
• Ensure smooth, timely, and effective internal and external communication
• Review technician performance and efficiency using service management software
• Train and manage technician use of service software tools
• Promote team cohesion, alignment, and morale
• Plan and lead effective, well run staff meetings
• Ensure quality control through training, process improvement, inspection, and accountability

Leadership & Interpersonal Traits

• Calm under pressure - Service work is dynamic, with periods of heavy demand
• Positive, can do attitude - There is a solution; supported by a strong leadership team, you will find it
• High accountability - Owns outcomes; supports the team publicly and coaches privately
• Team player - Strong leaders are also great listeners and collaborators
• Process oriented and solutions focused - When problems arise, systems are improved
• Clear communicator - Especially when giving direction, feedback, or setting priorities
• Coaching mindset - Invested in developing technicians, not just dispatching them
• Fair and consistent - Avoids favoritism and builds trust through consistency
• Customer savvy and diplomatic - Especially when delivering difficult news
• Adaptable - Comfortable with changing priorities, schedules, and customer needs

Benefits

• Competitive salary: $110,000-$140,000
• Company vehicle
• 401(k) and retirement plan
• Health insurance
• Health savings account (HSA)
• Flexible spending account (FSA)
• Paid time off
• Employee referral program

Job Type: Full time Kalamazoo Mechanical, Inc. is an equal opportunity employer.

Compensation details: 00 Hourly Wage

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