About the Role
We are a manufacturer's representative organization specializing in critical infrastructure systems — Critical Power, Critical Cooling, HVAC, and System Monitoring. Our service division supports the uptime of our customers' most mission-critical equipment.
This role exists to own the full performance, flow, and growth of that division. You will be accountable for outcomes — not activity. That means Labor Efficiency Ratio (LER), gross profit, service contract growth, and operational scalability are yours.
This is a high-ownership, player-coach role. You will start inside the work — stabilizing operations, understanding the business from the ground up — while simultaneously building the systems, team, and structure required to scale.
This role is accountable for results. Success is measured by LER, gross profit, service contract growth, and how much less the leadership team needs to be involved in daily operations over time.
If that sentence excites you rather than concerns you — keep reading.
What Makes This Role Different
Most service leadership roles sit above the work. This one starts inside it.
- Step into dispatch and daily coordination as needed
- Stabilize operations from the inside
- Identify and fix breakdowns firsthand
- Build systems and structure underneath you
- Hire and develop the team as you go
- Inheriting a fully built team and structure
- Managing from a distance from day one
- Directing others without getting your hands dirty
- A maintenance role — this is a builder role
- A role where activity counts more than outcomes
If you prefer a fully defined structure, a built-out team, and clearly scoped responsibilities before you act — this will not be a fit. We want someone who sees an unbuilt operation as an opportunity, not a red flag.
What You'll Own
📊 Performance
Own and drive LER, gross profit margin, and technician utilization. Hold your team accountable to their KPIs and make the numbers move.
⚙️ Operational Flow
Own the full workflow from customer request → dispatch → execution → billing. Eliminate bottlenecks. Ensure techs are prepared before every job.
🏆 Player-Coach Leadership
Lead from the front during early stabilization. Step into dispatch when needed. Transition out of execution as systems and team mature.
🤝 Team Leadership
Lead Dispatch, Parts, Service Intelligence, and the Field Service Manager — who owns technical execution, field quality, and technician development. Your job is to lead the system; the Field Service Manager leads the technical work.
🔧 Systems & Process
Build SOPs and repeatable workflows across scheduling, job prep, and communication. If it can't be trained to a new hire, it isn't a system.
💰 Service Contract Growth
Own the service contract portfolio — count, revenue, and renewal rate. Convert non-contracted customers and develop tiered offerings that grow margin.
🚀 Business Expansion
Help expand beyond HVAC into power, monitoring, and infrastructure services. Evaluate new service offerings and build rollout plans with clear financial models.
💹 Financial Ownership
Own service P&L performance. Improve job costing, billing accuracy, and margins. Make decisions that balance growth and profitability.
What Success Looks Like — First 12 Months
Your Team
You will have direct management responsibility over the full service operation, including:
Dispatch — scheduling execution and daily communication flow
Parts Coordinator — procurement accuracy and job readiness
Service Intelligence Coordinator — data, reporting, and proactive service generation
Field Service Manager — technical execution, field quality, and technician development
The Field Service Manager handles the technical side of the operation — training the field team, ensuring work quality, and troubleshooting in the field. Your role is to lead the system and the people; the Field Service Manager leads the technical execution. These two roles are designed to complement each other, not overlap.
Who This Role Is For
Owner Mentality
Thinks like an owner, not an employee. Takes outcomes personally. Uses "I" not "we."
Systems Thinker
Builds repeatable processes. Connects dispatch → parts → LER → customer impact.
Financially Literate
Understands how operations drive financial outcomes. Margin and cost are not someone else's job.
Action-Oriented
Moves without waiting for perfect conditions. Stabilizes → then improves → then grows.
Comfortable in Ambiguity
Thrives in environments without perfect structure. Sees blank canvas as opportunity.
Natural Teacher
Educates the team and customers — and verifies the learning actually landed, not just that it was delivered.
This Role Is Not For You If —
- You prefer managing from a distance with a fully built team in place
- You need clearly defined structure before taking action
- You avoid hands-on operational involvement
- You focus on activity over measurable outcomes
- You're uncomfortable being accountable for financial performance
- You explain things once and assume everyone understood
Experience & Background
We're less concerned with titles and more focused on capability. Ideal candidates typically have:
- Experience leading or improving a service, field service, or operations team — not just managing one
- Hands-on exposure to metrics like LER, utilization, margin, or service KPIs
- A real example of building a process or system from scratch that others adopted
- Direct financial accountability — P&L, margins, cost drivers
- Background in HVAC, Critical Power, Critical Cooling, electrical, or infrastructure systems (preferred but not required)
- Current, active use of technology and AI tools in their daily work
- A demonstrated track record of growing service contract revenue
Compensation
This role is designed for someone who wants to win based on results. The compensation structure reflects that.
Competitive base for the right operator — someone who brings proven capability from day one.
Up to $40,000 additional, tied directly to the metrics this role owns.
Total on-target earnings: up to $140,000. Hit the numbers, earn the upside. It's that straightforward.
Our Core Values
We are an EOS company. These values are how we hire, operate, and hold each other accountable — not words on a wall.
Customer Success Ahead of Our Own
Educate to Dominate
Creativity & Innovation
Bust Down Walls Tenacity
Quiet Confidence
Ready to Own It?
If you've read this and thought "that's exactly what I do" — we want to hear from you.
Submit your resume. Applications are reviewed on a rolling basis.
Include the required keyword in your application (see below). Applications without it will not be reviewed — this is intentional.
Qualified candidates will be contacted for a phone pre-screen. If you advance, you will receive a DISC assessment that must be completed before the in-person interview. This is a required part of our process and helps us ensure the right fit for both sides.
To apply, your written application must include the word:
We use this as a simple signal of attention to detail. If it's not there, your application won't be reviewed — regardless of experience.