Field Service Manager

Company Overview
SMITH Mechanical is the fastest growing commercial HVAC/R services company across New England dedicated to delivering top-tier heating, ventilation, air conditioning, and refrigeration solutions to businesses. Our team of skilled technicians ensures reliable, efficient, and innovative services that keep our clients' operations running smoothly. As we grow, we're seeking a dynamic Field Service Manager to lead our field operations team with expertise, discipline, and a client-focused mindset.

Job Summary
The Field Service Manager will play a pivotal role in overseeing our field operations team, ensuring seamless operations, high-quality service delivery, and adherence to company processes. Reporting directly to the CEO, you will oversee dispatching, manage technicians, ensure timely client communications, and drive discipline to SMITH's high standards. This position requires a blend of technical HVAC/R knowledge, strong leadership, and exceptional organizational skills to maintain our reputation for excellence in commercial services.

Key Responsibilities

Team Management and Leadership: Supervise and mentor a team of HVAC/R technicians, assigning jobs, monitoring performance, and providing coaching to enhance skills and productivity. Foster a culture of accountability, safety, and continuous improvement.
Process Discipline and Optimization: Enforce standardized procedures for job scheduling, dispatching, and completion. Identify inefficiencies in workflows and implement solutions to streamline operations, reduce downtime, and ensure compliance with industry regulations (e.g., OSHA, EPA standards).
Client Communications: Serve as the primary point of contact for clients during service engagements. Handle inquiries, provide updates on job progress, resolve issues promptly, and ensure high levels of customer satisfaction through clear, professional communication.
Scheduling and Coordination: Manage daily dispatch operations using service management software (e.g., ServiceTitan, BuildOps or similar), prioritizing urgent calls, optimizing routes, and balancing workloads to meet SLAs.
Performance Tracking and Reporting: Monitor key metrics such as first-time fix rates, response times, and technician utilization. Generate reports for leadership and use data to drive disciplinary actions or recognition programs.
Inventory and Resource Management: Oversee parts inventory for field teams, coordinate with suppliers, and ensure vehicles and equipment are maintained to support uninterrupted service.
Safety and Compliance: Promote a safety-first environment by conducting regular training, audits, and ensuring all team members adhere to safety protocols and certifications.

Required Qualifications

Proven experience (7+ years) in HVAC/R field services
Demonstrated leadership experience managing HVAC/R field teams, with a track record of instilling discipline and improving team performance.
Strong communication skills, both verbal and written, with the ability to handle client interactions professionally and resolve conflicts effectively.
Proficiency in service management software and Microsoft Office Suite; experience with tools like ServiceTitan is a plus.
High school diploma or equivalent; technical certifications (e.g., EPA 608, NATE) required. Associate's or Bachelor's degree in a related field preferred.
Valid driver's license and ability to travel to job sites as needed.
Ability to work in a fast-paced environment, including on-call availability for emergencies.

Preferred Skills

Experience in commercial HVAC/R specifically, with familiarity in energy-efficient systems and preventive maintenance programs.
Strong problem-solving abilities and a data-driven approach to decision-making.
Leadership certifications or training (e.g., in project management or team leadership).
Bilingual skills (e.g., English/Spanish) to support diverse client and team interactions.

What We Offer

Competitive salary range: $100,000 - $140,000 annually, based on experience, plus performance-based bonuses.
Comprehensive benefits package including health, dental, vision insurance, 401(k) with company match, and paid time off.
Opportunities for professional development, including training reimbursements and career advancement in a fast growing company.
A supportive, collaborative work environment where your contributions directly impact our success and client satisfaction.

How to Apply
If you're a motivated leader with HVAC/R expertise ready to join our field services team, please apply. We are an equal opportunity employer and encourage applications from diverse candidates. Applications will be reviewed on a rolling basis.

Job Type: Full-time

Pay: $100,000.00 - $150,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Health savings account
Paid time off
Referral program
Vision insurance

Application Question(s):

What role do customer satisfaction metrics (like NPS, Google reviews, or callback rates) play in HVAC/R service operations, and how would you drive improvement in those areas?
How do you handle parts and inventory management across a fleet of service vehicles to minimize downtime while controlling costs?
Describe your approach to managing technician performance when some are consistently hitting targets while others are struggling with productivity or paperwork completion.

Ability to Commute:

Natick, MA 01760 (Required)

Work Location: In person

Smith Mechanical

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