Assistant Service Manager

Position Summary

The Assistant Service Manager shall incorporate the Fidelity Mechanical Services’ Vision and Business Strategy by providing “Proactive World Class Service” to the markets served, based on Profitability, Credibility, Employee-Based Environment, Customer Service and Quality.

The Assistant Service Manager plays a pivotal role in supporting the Service Manager in overseeing service operations and maintaining a safe work environment, planned revenue growth goals, margin improvement, and working capital. They contribute to the efficient functioning of the service department, ensuring timely and effective service delivery, and fostering positive customer relationships.

Key Responsibilities

• Promote Proactive World-Class Service and Servant Leadership throughout the service organization.
• Build and maintain strong customer relationships and support long-term client retention.
• Assist the Service Manager with daily operations, including support of Field Operations, Service Coordinators, and parts procurement activities.
• Provide technical guidance and operational support to Field Supervisors and Service Technicians.
• Monitor contract hours versus actual labor hours to ensure projects remain within budget and are completed on schedule.
• Collaborate with project management, customers, and field personnel to manage deliverables, labor utilization, material requirements, and scheduling priorities.
• Review open service requests, service calls, and quotations with coordinators to ensure timely completion and follow-up.
• Ensure warranty contracts, vendor invoicing, job billings, T&M billings, and quoted work billings are processed accurately and timely.
• Drive measurable improvements in job margins, service agreement retention, safety performance, and overall operational efficiency.
• Ensure timely reporting and investigation of work-related incidents and support company safety initiatives.
• Manage equipment inventory and ensure technicians have appropriate safety equipment, software, tools, and technical resources.
• Maintain calibration schedules and NIST compliance requirements for testing and measurement equipment.
• Make recommendations on tools, equipment, technology, and materials that improve field productivity and service delivery.
• Identify training and development opportunities for service technicians.
• Assist in implementing and enforcing department policies, procedures, and performance expectations.
• Maintain Fidelity standards for vehicles, technician appearance, uniforms, shop organization, and workplace professionalism.
• Perform additional duties as assigned to support business objectives.

Required Qualifications

• Bachelor's degree or equivalent HVAC industry experience preferred.
• Minimum 5 years of experience as an Area Field Supervisor or a comparable leadership role in the commercial HVAC industry.
• Valid driver's license.

Knowledge, Skills & Abilities

• Excellent organizational skills.
• Strong written, verbal, and interpersonal communication skills.
• Ability to work under pressure with minimal supervision.
• Ability to react quickly and calmly during emergency situations.
• Ability to make decisive independent decisions.
• Ability to analyze and prepare reports, correspondence, and business documentation.
• Exceptional attention to detail and accuracy.
• Ability to assess individual and team performance and implement corrective actions when necessary.
• Strong computer proficiency including Microsoft Word, Excel, Outlook, internet research, and related software applications.

Position Type / Expected Hours of Work

This is a full-time exempt position. Employees are expected to work Monday through Friday and maintain a regular 40-hour work week. Evening, weekend, and additional hours may be required to support operational demands and customer needs.

Work Environment

This position operates primarily in a professional office environment with periodic travel to customer and job sites. The role requires the use of computers, phones, photocopiers, filing systems, and other standard office equipment. The incumbent must maintain confidentiality regarding company projects, policies, and business information while demonstrating professionalism with management, customers, vendors, and coworkers.

Physical Demands

Ability to spend extended periods working at a computer and occasionally lift up to 30 pounds.

Why Consider This Opportunity

This role offers leadership development opportunities for individuals seeking to expand their impact within Fidelity Mechanical Services. The Assistant Service Manager directly influences field performance, customer satisfaction, operational excellence, financial results, and technician development.