Service Manager

Description:

We are currently seeking a highly experienced and skilled Service Manager with 10+ years of experience in boilers and burners to oversee the daily operations of a specialized service department, focusing on the maintenance, repair, and combustion optimization of industrial watertube and firetube boilers and related equipment. The role combines technical service expertise, team leadership, and customer relationship management to ensure safe, efficient, and profitable operations at Thermal Economy in Olive Branch, Mississippi.

In addition to overseeing service execution, the Service Manager is responsible for the technical and commercial success of the service organization. This includes developing technician capabilities, supporting customers and technicians with advanced troubleshooting, maintaining reporting standards, identifying aftermarket opportunities, and ensuring timely completion and invoicing of service activities.

Core Responsibilities

• Field Leadership: Recruit, hire, train, direct, schedule, and mentor service technicians. Develop technician capabilities and maintain workforce readiness to meet customer demands.
• Operational Oversight: Manage scheduling and dispatching for startups, repairs, inspections, and preventative maintenance activities while ensuring technicians are properly prepared for each assignment.
• Technical Support: Provide expert guidance for complex burner, boiler, controls, and combustion-related issues. Serve as a primary technical resource for customers and technicians.
• Compliance Management: Ensure field activities comply with OSHA, NFPA, local code, and environmental requirements.
• Resource Management: Oversee field equipment, tools, training resources, and technician qualifications.
• Customer Relations: Act as a primary customer contact, resolve escalated issues, and identify additional service and aftermarket opportunities.
• Performance Tracking: Monitor service performance, reporting compliance, technician utilization, customer responsiveness, and continuous improvement initiatives.
• Commercial Management: Manage field scope changes, customer approvals, documentation, and invoicing support.
• Regional Service: Support service activities in the field when required to meet customer needs.

Requirements:

• 10–15+ years in a service or leadership role within a relevant industry.
• Proven leadership experience managing field teams, service technicians, or multi-site operations.
• Strong technical understanding of boiler/burner systems, mechanical equipment, combustion systems, and associated controls.
• Experience mentoring technicians, coordinating service operations, and supporting customer-facing technical activities.
• Ability and willingness to act as a regional service technician when required.

Education

• Bachelor’s degree in engineering or technical degree is strongly preferred; equivalent industry experience will be considered.

Soft Skills

• Strong leadership, team-building, and people-management skills.
• Excellent customer relationship and conflict-resolution abilities.
• Strong verbal and written communication skills.
• Proven problem-solving and decision-making capabilities in service environments.
• Ability to collaborate effectively with customers, technicians, sales personnel, and management.

Preferred Skills

• Experience with CRM software and service management systems.
• Experience using project management tools.
• Ability to generate and analyze operational reports and service KPIs.
• Experience developing technician training programs, competency matrices, and standardized service processes.
• Knowledge of utilization tracking, gross margin reporting, and other service performance metrics.
• Experience implementing continuous improvement initiatives within a service organization.

Travel and Work Location

• Travel: <20%
• Candidates located in Olive Branch, MS are preferred.
• Candidates in other locations will be considered.