Service Department DirectorService 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 Hourly Wage
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