Field Operations Manager

Position Summary: The Field Operations Manager provides direct operational and technical leadership for HVAC-R Service Technicians. Ensures field execution meets company standards for diagnostic accuracy, preventive maintenance, safety compliance, customer satisfaction, and administrative integrity. Acts as primary technical escalation point, oversees field quality control and callbacks, mentors technicians and apprentices, manages vehicle and tool stewardship, and optimizes live dispatch routing. Bridges office dispatch and field execution to drive technician productivity, process adherence, and operational efficiency. Essential Responsibilities: Technician Supervision & Technical Support: Oversee daily field operations for Service Technicians. Provide hands-on assistance and technical guidance on complex diagnostic, mechanical, and electrical refrigeration/HVAC troubleshooting. Serve as primary escalation contact for emergency after-hours calls and critical system outages. Quality Control & Callbacks: Conduct random job site visits to evaluate technician workmanship, diagnostic thoroughness, and EPA/safety compliance. Audit callback jobs to identify root causes and ensure systems operate safely and efficiently. Documentation, Invoicing & Process Compliance: Ensure technicians capture complete service records, upload required job notes/photos, prepare accurate invoice details, and follow proper job close-out procedures. Audit time sheets and service reports for compliance. Fleet, Tool & Inventory Stewardship: Inspect work vehicles to enforce cleanliness, organization, stock inventory levels, and scheduled maintenance. Verify tools and testing instruments are maintained in safe working order. Tech Coaching, Training & Onboarding: Lead regular technician meetings and conduct hands-on field trainings. Perform structured 3090 day field evaluations for apprentices and new hires. Dispatch Alignment & Route Optimization: Partner with service program team to streamline daily scheduling, re-route technicians during mid-day delays, reduce idle time, and maintain clear field-to-office communication. Customer Relations & Revenue Opportunities: Visit customer sites to resolve technical complaints and ensure high-quality service delivery. Train field technicians to identify aging equipment or system risks and route qualified sales opportunities to management. Process Improvement & SOP Development: Identify operational bottlenecks or recurring field errors. Collaborate with service program team to develop and implement new operational SOPs, checklists, and process guides. Administrative Compliance: Complete all management paperwork, safety evaluations, and operational reports per company standards. Qualifications & Competencies: 5+ years hands-on experience leading commercial HVAC-R or Refrigeration Service with demonstrated leadership competency Expert-level understanding of refrigeration cycle, diagnostics, and electrical troubleshooting (24V480V) EPA 608 License required Proficient in brazing, soldering, refrigerant handling, and preventative maintenance protocols Experience utilizing Field Service Management software (e.g., BuildOps) Strong leadership, mentoring, and technical coaching abilities Solid verbal and written communication skills with attention to detail Must lift/carry equipment and tools up to 50 lbs; perform physical tasks including kneeling, reaching, and climbing ladders Valid Driver's License required Quality Refrigeration provides reasonable accommodations to qualified individuals with disabilities. TO APPLY: SEND RESUME TO: [email protected] Please indicate "Referred by NJ DOL" in your email subject line. Note: Indicating NJ DOL referral does not guarantee employment. All hiring decisions are made by the employer based on qualifications and fit.