Job Description

MalaceHR is seeking an experienced Area Service Manager to oversee service operations within an assigned district. This position is responsible for leading field service teams, managing customer relationships, driving operational and financial performance, and ensuring consistent execution of service commitments.

The Area Service Manager will have direct responsibility for service delivery, team performance, customer satisfaction, safety, budgeting, and overall operational efficiency. The ideal candidate will bring strong leadership experience, business acumen, and knowledge of commercial refrigeration and HVAC service environments.

Key Responsibilities

• Oversee daily service operations, including service contracts, emergency service, quoted work, renewals, warranty work, and change requests.
• Lead field service teams to ensure work is completed safely, efficiently, and in accordance with customer expectations.
• Manage customer relationships with a focus on satisfaction, retention, issue resolution, and long-term account growth.
• Support business development efforts and identify opportunities to expand service relationships.
• Ensure emergency and preventive maintenance services are delivered in a timely and effective manner.
• Develop and promote a strong safety culture across all service operations.
• Conduct and support safety inspections, safety meetings, incident investigations, communications, and prevention initiatives.
• Identify and prioritize service requirements while developing detailed job plans and resource strategies.
• Manage service operations with a focus on profitability, productivity, and efficient use of labor and materials.
• Develop accurate budget forecasts and oversee departmental and project budgets.
• Identify cost-saving opportunities and implement risk mitigation strategies.
• Adjust schedules and resource assignments as needed to meet customer requirements and contractual commitments.
• Support the development and review of service contracts, proposals, estimates, and change requests.
• Utilize risk analysis and planning processes when evaluating service opportunities and commitments.
• Lead hiring, onboarding, coaching, development, and performance management activities for service personnel.
• Conduct performance evaluations in coordination with supervisory personnel.
• Make recommendations regarding promotions, compensation adjustments, employee development, and corrective action when necessary.
• Coach and develop new and existing service team members.
• Analyze market conditions, operational data, and performance trends to support continued improvement of service operations.
• Maintain strong employee and customer relationships throughout the assigned region.
• Collaborate with internal departments to resolve operational, invoicing, collection, scheduling, and process-related issues.
• Perform additional responsibilities as assigned.

Required Qualifications

• High School Diploma or GED required.
• 5–10 years of relevant service, operations, facilities, HVAC, refrigeration, or field management experience.
• Demonstrated management or leadership experience overseeing field-based or technical teams.
• Strong leadership skills and business acumen.
• Ability to manage multiple priorities in a fast-paced service environment.
• Strong verbal and written communication skills.
• Ability to remain effective and professional during high-pressure or emergency situations.
• Strong organizational, planning, and time management skills.
• Intermediate to advanced proficiency with Microsoft Office.
• Valid driver's license and safe driving record.
• Ability to travel throughout the assigned region as required.
• Flexibility to work outside of normal business hours when necessary.
• Ability to provide after-hours support and availability based on service needs.

Preferred Qualifications

• Bachelor's degree in Business, Operations, Engineering, Facilities Management, or a related field.
• Working knowledge of commercial refrigeration systems.
• Working knowledge of HVAC systems and service operations.
• Experience managing service contracts, emergency service operations, and preventive maintenance programs.
• Experience managing budgets, forecasting costs, and improving operational profitability.
• Experience with customer account management and business development.
• Experience managing both exempt and non-exempt employees.
• Familiarity with service management software, work order systems, or field service platforms.

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