Operations Manager HVAC & Refrigeration (NYC)
5 days ago
New York
Job DescriptionLocation: Brooklyn, NY (On-site) Employment Type: Full-time Schedule: MondayFriday core hours, with weekend availability during peak season Compensation: Competitive base salary + performance bonus tied to operational KPIs About Universal Services Corp Universal Services Corp is a leading HVAC and commercial refrigeration contractor serving New York City and Long Island since 1996. The company specializes in installation, repair, and maintenance of commercial air conditioning, heating, refrigeration systems, walk-in coolers, freezers, and PTAC systems. Its client base includes healthcare facilities, restaurants, educational institutions, and commercial real estate operators. With a growing operation, multi-truck field service team, and expanding customer base, the company is actively building the internal structure required to scale efficiently and sustainably. Role Overview The Operations Manager is the central hub of the organization, responsible for overseeing day-to-day operations while also contributing to the development of systems and processes that enable long-term growth. This is a hands-on, high responsibility role that requires strong decision-making, operational discipline, and the ability to manage multiple moving parts simultaneously. The role involves direct coordination between field technicians, office staff, warehouse operations, and ownership. It requires both execution and strategic thinking, ensuring daily operations run smoothly while continuously improving workflows, accountability, and performance across the business. Core Responsibilities Dispatch & Scheduling • Manage and optimize the daily dispatch board, • Assign jobs based on technician skill level, availability, and location, • Monitor job flow throughout the day and adjust schedules in real time, • Coordinate with office staff as scheduling responsibilities evolve, • Establish and manage after-hours emergency response protocols Team Management • Serve as the primary point of contact for field technicians, • Support technicians with job-related issues, escalations, and technical guidance, • Ensure accountability for job quality, punctuality, and documentation, • Oversee onboarding and integration of new technicians into field operations, • Track callback and warranty jobs, identifying patterns and addressing root causes Sales & Estimates • Conduct site visits for commercial opportunities when needed, • Prepare accurate estimates and proposals, • Handle customer interactions related to new jobs and service opportunities, • Follow up on outstanding estimates and convert opportunities into booked work, • Ensure smooth handoff of confirmed jobs to scheduling and operations Customer Relations • Manage and resolve customer complaints professionally and efficiently, • Oversee post-job follow-ups to ensure customer satisfaction, • Maintain relationships with commercial clients, including property managers and facility operators Inventory & Procurement Coordination • Monitor parts and equipment availability, • Coordinate with warehouse personnel on inventory management and restocking, • Ensure service vehicles are properly stocked for daily operations, • Proactively identify and address supply shortages Process Development & Reporting • Develop and maintain SOPs for technician workflows, including diagnostics, repairs, and installations, • Track and report key operational metrics such as job completion rates, callback rates, and revenue per technician, • Review job costing to ensure profitability and alignment with estimates, • Identify inefficiencies and implement structured process improvements Requirements • Minimum of 35 years of experience in field service operations (HVAC, refrigeration, plumbing, electrical, or similar trades), • Experience managing or coordinating field technicians (515 personnel preferred), • Strong understanding of dispatching, scheduling, and job coordination, • Proven ability to operate in a fast-paced, high-demand environment, • Strong communication skills across field teams, office staff, and clients, • Ability to make decisions under pressure and maintain operational control, • Valid drivers license Preferred Qualifications • Experience in HVAC or commercial refrigeration environments, • Familiarity with field service management software (Housecall Pro or similar), • Experience working in the NYC market, • Exposure to sales, estimates, or business development, • Experience building SOPs or operational systems, • Background in small to mid-sized growing businesses Core Competencies • Strong operational discipline and attention to detail, • Leadership through accountability and consistency, • Clear and effective communication, • Technical understanding sufficient to support field teams, • Systems thinking and process improvement mindset, • Ability to handle high workload without losing structure, • Customer-focused approach with strong problem-solving skills Work Environment & Expectations This role requires a high level of engagement and accountability. The Operations Manager is expected to be actively involved in daily operations, maintain strong communication across all teams, and adapt quickly to changing priorities. The position is not limited to desk-based work and may require field presence when needed. Growth & Opportunity This position offers the opportunity to play a key role in shaping the operational structure of a growing company. The right candidate will have the ability to influence processes, drive efficiency, and contribute directly to business growth and scalability. Ready to apply? Lets get started! Send your resume to: