Schaper Associates, Inc
May 24, 2023
Long Island City
Job Type


Title: Service Operations Manager
Company Description:
The global leader in air conditioning, committed to facilitating a future where we benefit from enhanced air health and comfort while reducing the environmental impact of their technology seeks a Service Operation Manager in Long Island city , NY.
Position Summary:
A key part of our leadership team, this position is responsible for the service department and drives continuous improvement of all service operations processes and procedures to efficiently and effectively deliver quality HVAC services that result in excellent customer satisfaction and improved profitability. Additionally, this person oversees all service department HR duties, such as attracting talent, capacity planning and performance reviews.
Responsibilities Include but Not Limited to:

20 Union techs report to this position
P&L accountability
Make important policy, planning, and strategy decisions
Develop, implement and review operational policies and procedures
Help promote a company culture that encourages top performance and high morale
Manage and improve departmental profitability
Oversee budgeting, reporting, planning, and auditing
Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations
Directly responsible for developing service operation’s developmental plans, strategies, and tactics to fulfill contractual obligations, meet or exceed company profit objectives and deliver customer satisfaction systematically and consistently
Oversee recruiting, interviewing, hiring, deploying operating and trade personnel and evaluating and implementing productivity enabling technologies to ensure efficient and effective delivery of the company’s products and services
Routinely review operating results of service department, compare them to established objectives and ensure that appropriate measures are taken in a timely fashion to correct unsatisfactory results
Develop and communicate appropriate service operations’ delivery models to ensure that the responsibilities, authorities, and accountability of all direct subordinates are defined and understood
Set strategic goals and conducts performance evaluation and a formal annual review
Directly responsible for effectively developing, maintaining, and reporting service department plans, work-in progress, service revenue forecast, and budgets
Directly responsible for developing and maintaining in-depth knowledge of: a). Company’s products and services b). Service operations best practices c). Customer needs, requirements, and business issues d). HVAC service industry trends
Management of all service operations; dispatch, quoting, billing, job labor and material performance, and customer care functions of the company
Work closely with other departments to ensure the proper transfer of all service work business data required for payroll, billing, accounts payable, lease vehicle management, and human resource management functions
Oversee the activities of the Service Field Supervisor and to achieve departmental goals and maintain a positive and productive work environment
Enforce all company standards of conduct and appearance and leading by example by delivering excellence and professionalism in all interactions
Develop and manage business delivery models to meet customer and company requirements
Responsible for effective and efficient project and service agreement manpower loading, resource allocation, and scheduling

Location: Long Island City, NY

College degree preferred
5+ years in a commercial HVAC service operations management role
Must be technical
Equivalent technical school or work experience
Ability to represent company in a professional manner with customers, vendors, staff and the general public
Work well under pressure and in a fast-paced environment
Understanding of financial statements; ability to create/adhere to annual budget
Ability to effectively resolve conflict with customers and co-workers
Adaptable to changes in the work environment, manage competing demands and frequent change, delays or unexpected events
Must have excellent computer skills to include e-mail, word processing, spreadsheet, and presentation tools

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