Service Department Director
Service 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)
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Minimum of 5 years' experience as a manager of field service technicians (HVAC preferred)
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Experience using service‑industry software (dispatching, job costing, CRM, etc.)
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At least 5 years' experience leading and managing subordinates
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Customer‑focused and growth‑oriented mindset
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Comfortable and proficient with common business technologies (MS Office, Excel, PCs, tablets)
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Quoting and estimating experience for sizeable repair and replacement projects ($20,000+)
Preferred Experience
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Hands‑on field experience in a technical role
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HVAC industry experience
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Experience working in a small‑business environment
Responsibilities & Expectations
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Provide strong leadership, management, and business oversight for the Service Department
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Communicate clear performance expectations to technicians and support staff
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Ensure accountability and compliance through defined processes and training
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Review cost budgets for service projects and maintenance agreements
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Own and develop long‑term customer relationships
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Set team expectations, conduct performance reviews, and recommend compensation updates
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Confidently engage in customer outreach, sales coordination, and business development efforts
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Address customer complaints and apply technical knowledge to ensure satisfaction
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Ensure smooth, timely, and effective internal and external communication
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Review technician performance and efficiency using service‑management software
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Train and manage technician use of service software tools
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Promote team cohesion, alignment, and morale
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Plan and lead effective, well‑run staff meetings
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Ensure quality control through training, process improvement, inspection, and accountability
Leadership & Interpersonal Traits
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Calm under pressure — Service work is dynamic, with periods of heavy demand
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Positive, can‑do attitude — There is a solution; supported by a strong leadership team, you will find it
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High accountability — Owns outcomes; supports the team publicly and coaches privately
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Team player — Strong leaders are also great listeners and collaborators
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Process‑oriented and solutions‑focused — When problems arise, systems are improved
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Clear communicator — Especially when giving direction, feedback, or setting priorities
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Coaching mindset — Invested in developing technicians, not just dispatching them
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Fair and consistent — Avoids favoritism and builds trust through consistency
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Customer‑savvy and diplomatic — Especially when delivering difficult news
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Adaptable — Comfortable with changing priorities, schedules, and customer needs
Benefits
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Competitive salary: $110,000–$140,000
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Company vehicle
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401(k) and retirement plan
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Health insurance
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Health savings account (HSA)
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Flexible spending account (FSA)
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Paid time off
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Employee referral program
Job Type: Full‑time
Kalamazoo Mechanical, Inc. is an equal‑opportunity employer.
Compensation details: 110000-140000 Hourly Wage
PI98402120a2d4-25404-40160017
