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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, Sales Management, Small Business, Team Player, Time Management
LOCATION
Kalamazoo, MI
POSTED
2 days 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: 00 Hourly Wage



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About the Company

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Kalamazoo Mechanical, Inc.