Service Operations Manager in Buffalo, New York at GLC Business Services, LLC

The Service Operations Manager (SOM) is responsible for the operational performance, profitability, and leadership of our Service Department. This role oversees service operations, field execution, technician development, and departmental P&L while ensuring work is completed safely, efficiently, and profitably.

This is an operations leadership role—not a sales role. The SOM’s responsibility is to ensure that what sales sells, operations executes flawlessly. Success in this role requires strong field presence, with the majority of time spent supporting technicians, customers, and active jobsites.

Reports To: Vice President

Direct Reports:

• Service Lead Technician
• Service Coordinator
• Service Project Coordinator (SPC)

Field Technicians report operationally through the Service Lead, with the SOM accountable for overall team performance.

• Lead, coach, and develop service technicians and support staff.
• Conduct regular ride-alongs, field audits, and one-on-one meetings.
• Oversee hiring, onboarding, performance management, and retention efforts.
• Develop the Service Lead Technician into an effective first-line leader.

• Own service department P&L, labor productivity, and job-level profitability.
• Ensure projects are completed on time, on budget, and with complete documentation.
• Monitor KPIs and conduct weekly and monthly operational reviews.
• Reduce callbacks, warranty work, and rework through quality audits and coaching.

• Maintain standards for safety, documentation, job setup, and closeout.
• Identify operational bottlenecks and implement process improvements.
• Support implementation and adoption of ServiceTitan FSM and other systems.

• Sales, pipeline development, or contract growth.
• Routine quoting and estimating.
• Daily dispatching or administrative coordinator work.
• Performing regular technician service calls.

• Significant experience in commercial or industrial mechanical, HVAC, or plumbing service operations.
• Proven leadership experience managing field teams.
• Experience managing departmental P&L, labor productivity, and operational performance.
• Strong coaching, communication, and accountability skills.
• Proficiency in Microsoft Office and service management software.

• Majority of time spent in the field with technicians and customers.
• Frequent visits to jobsites, mechanical rooms, and customer facilities.
• Local travel required.
• Ability to access active construction and industrial environments.