Service Department Director (Kalamazoo)

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+)

Preferred Experience

• Hands‑on field experience in a technical role
• HVAC industry experience
• Experience working in a small‑business environment

Responsibilities & Expectations

• 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

Leadership & Interpersonal Traits

• 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

Benefits

• 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

Job Type: Full‑time

Kalamazoo Mechanical, Inc. is an equal‑opportunity employer.

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