This leader converts customer demand into safely executed, properly documented, and profitable field work while coordinating Service, Parts, Sales, Engineering, Installation, Accounting, and executive leadership. The role owns technician development, labor utilization, work-order execution, service agreement growth, invoicing accuracy, response performance, customer retention, and departmental financial results.Essential Duties and Responsibilities
Safety, Compliance, and Risk Management
Establish and enforce a safety-first culture for all field, shop, rental, fleet, and customer-site activities.
Maintain compliance with applicable OSHA requirements, customer safety programs, lockout/tagout procedures, electrical safety practices, PPE requirements, and environmental procedures.
Lead incident, near-miss, vehicle-event, and property-damage reviews, then implement documented corrective action.Service Operations and Dispatch Leadership
Direct daily emergency, planned maintenance, installation, startup, repair, rebuild, warranty, rental, and follow-up work.
Prioritize dispatch using safety, production impact, customer commitments, agreement status, technician capability, travel efficiency, parts availability, and revenue opportunity.
Supervise scheduling, work-order creation, customer communication, parts coordination, on-call coverage, and invoice readiness.Technician Leadership and Technical Quality
Recruit, onboard, coach, evaluate, and retain qualified compressed air service technicians.
Maintain a competency matrix covering rotary screw, reciprocating, oil-free, centrifugal, dryers, drains, filtration, controls, blowers, vacuum, electrical diagnostics, piping, and system troubleshooting.
Review callbacks, repeat failures, first-time-fix performance, and major technical scopes, then lead root-cause and corrective-action reviews.Customer Experience and Installed-Base Growth
Serve as the management escalation point for urgent service matters, disputed invoices, callbacks, equipment failures, and quality concerns.
Conduct customer follow-up after major repairs, emergency calls, startups, and corrective work, and develop recovery plans for dissatisfied or lost accounts.
Grow preventive maintenance and service agreements through accurate asset records, disciplined inspections, quotations, renewals, and follow-up.Financial and Commercial Management
Own the annual service operating plan, revenue objectives, gross-profit goals, labor recovery, expense controls, and operating contribution.
Monitor billable and productive utilization, realized labor rate, gross profit per labor hour, overtime recovery, travel recovery, warranty labor, and unbilled work.
Ensure completed work is invoice-ready and includes accurate labor, travel, parts, freight, shop supplies, environmental charges, subcontractors, rentals, and work descriptions.Warranty, Rental, Fleet, and Inventory Controls
Manage warranty authorizations, claims, failed-parts returns, labor reimbursement, credits, aging, and collections follow-up.
Maintain safe, professional, and adequately equipped service vehicles, tools, test equipment, calibration records, and truck stock.
Coordinate with Parts to improve service fill rate, establish critical-stock recommendations, reduce emergency freight, and control unused, warranty, core, and failed parts.Systems, Data, and Cross-Functional Leadership
Maintain accurate service information in SAGE 100 and approved field-service, fleet, and reporting systems.
Establish documented workflows for quoting, scheduling, work-order creation, time entry, parts issue, field reporting, quality review, invoicing, warranty, and closure.
Coordinate closely with Parts, Equipment Sales, Aftermarket Sales, Installation, Engineering, Fabrication, Accounting, Human Resources, Safety, and executive leadership.Performance Measures
Safety - Incidents, near misses, corrective-action completion, preventable vehicle events.
Workforce - Technician retention, training completion, competency progression, succession readiness.
Operational - Billable utilization, productive utilization, schedule execution, response performance. PM compliance.
Quality - First-time fix, callbacks, documentation accuracy, repeat failures.
Commercial - Realized labor rate, quote turnaround, close rate, agreement growth and renewal.
Financial - Service revenue, gross profit, gross profit percentage, operating contribution, invoice-cycle time.
Commercial - Realized labor rate, quote turnaround, close rate, agreement growth and renewal.
Customer - Retention, recovered accounts, escalations, satisfaction, documented causes of lost business.Required Qualifications
Minimum three years of direct supervisory or management experience involving field technicians, dispatch, scheduling, performance management, and customer escalation.
Demonstrated understanding of service economics, including labor utilization, realized labor rate, gross profit, work in process, service agreements, warranty recovery, and invoice controls.
Working knowledge of rotary screw and reciprocating compressors, air dryers, filtration, drains, receivers, controls, and related mechanical, electrical, and pneumatic systems.
Knowledge of OSHA requirements and industrial customer-site safety practices.
Proficiency with Microsoft Excel, Outlook, Word, Teams, PowerPoint, and experience with SAGE 100 or a comparable ERP or field-service platform.
Strong written and verbal communication skills, a valid driver’s license, an acceptable driving record, and availability for after-hours escalation and customer-site travel.Preferred Qualifications
Bachelor’s degree in operations management, business, engineering, industrial technology, or a related discipline, or equivalent technical education and field leadership experience.
Compressed air, manufacturer, HVAC, electrical, mechanical, reliability, or safety certifications.
Experience managing multi-brand compressed air service, 24/7 emergency response, service agreements, rental fleets, and an industrial installed base.Leadership Competencies
Safety Leadership - Intervenes early, consistently, and professionally when risk is present.
Operational Control - Creates clear priorities, ownership, deadlines, and escalation paths.
Technical Judgment - Knows when to decide, investigate further, or involve specialized resources.
Financial Discipline - Connects field decisions to labor recovery, gross profit, working capital, and customer value.
Workforce Development - Builds technician capability and reduces dependence on a limited number of senior employees.
Customer Professionalism - Communicates accurately and calmly during equipment failures and production-critical events.
