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Service Department Director

Kalamazoo Mechanical, Inc.

Kalamazoo, MI

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JOB DETAILS
SALARY
$110,000–$140,000 Per Year
SKILLS
Budgeting, Business Development, Coaching, Communication Skills, Customer Relations, Customer Relationship Management (CRM), Establish Priorities, HVAC, Interpersonal Skills, Leadership, Maintain Compliance, Maintenance - HVAC, Microsoft Excel, Microsoft Office, On Site Support, Performance Reviews, Process Improvement, Profit & Loss, Quality Control, Resolve Customer Issues, Sales, Small Business, Team Player, Time Management
LOCATION
Kalamazoo, MI
POSTED
1 day ago
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: 110000-140000



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About the Company

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Kalamazoo Mechanical, Inc.