About this position
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+)
- Hands on field experience in a technical role
- HVAC industry experience
- Experience working in a small business environment
- 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
- 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
- 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
Compensation details: 00 Hourly Wage
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Location and commute
Kalamazoo, MI 49006.
Plan your route with Google Maps. Travel times and transportation options vary; confirm the work location with the employer before commuting.
How to apply
Review the vacancy and complete the application on the employer or recruitment partner’s website. Requisition ID: WJ-3061372665.