Miller Proctor Nickolas, Inc.
Mount Vernon
Job Description Service Manager Company Miller Proctor Nickolas Inc Location [Westchester County NY. Travel across NYC Metro region] Employment type Full time About Miller Proctor Nickolas Miller Proctor Nickolas is a leading provider of commercial and industrial boiler and burner solutions serving the NYC Metro region. We are known for safety, technical excellence, and dependable service. Our values are Safety, Accountability, Integrity, and Teamwork. Summary of the role The Service Manager owns the performance of the Service Parts and Warehouse teams. The leader in this role delivers safe operations, customer satisfaction, profitable growth, and a strong culture. Success is measured by labor utilization, on time response, first visit resolution, margin on service work and parts, safety results, employee engagement, and clear communication across teams. Reports to CEO of Miller Proctor Nickolas, Inc. What you will do • Lead the Service team with clear goals, coaching, and timely feedback, • Plan the daily dispatch schedule to maximize technician utilization and customer responsiveness, • Ensure safe and high-quality startup, commissioning, and field service for new and existing systems, • Drive service contract growth and aftermarket capture in partnership with Sales, • Maintain departmental KPIs for profitability, efficiency, response time, and quality. Report monthly performance and actions, • Implement standard work for dispatch, documentation, and closeout to improve consistency and speed, • Identify training needs and arrange technical and safety training for technicians and coordinators, • Build relationships with key customers and suppliers. Ensure timely communication and resolution of issues, • Partner with Accounting on accurate billing, collections support, and period cost control, • Partner with the Safety Committee to maintain safe operations and achieve safety targets, • Recruit, retain, and develop team members. Set expectations, conduct reviews, and address performance gaps promptly What success looks like in the first year • Labor utilization at or above target with a visible schedule and zero missed commitments without escalation, • First visit resolution rate and callback rate meeting plan, • On time preventive maintenance completion across the contract base, • Documented technician training matrix with required certifications current, • Month end service and parts results that meet revenue and margin targets Qualifications • Bachelor's degree in a related field or equivalent experience preferred, • Ten or more years of field service and maintenance experience with fuel fired boiler and burner equipment, • Three or more years of team leadership or supervision in a service environment, • Strong planning and dispatch skills with attention to detail in documentation and reporting, • Proven communication skills with customers technicians and suppliers, • Demonstrated ability to mentor and develop people and to resolve conflict professionally, • Working knowledge of safety practices and OSHA expectations, • Valid driver's license with a clean driving record, • Ability to visit job sites across NYC Metro and Westchester and to work in mechanical rooms as needed Preferred • Experience with Cleaver Brooks or similar manufacturers, • Experience with service contracts parts operations or warehouse leadership, • Familiarity with CRM and service dispatch tools and with KPI management Benefits • Competitive base salary with performance incentive opportunity, • Medical dental vision and life insurance, • Retirement plan participation, • Paid time off and holidays, • Training and professional development EEO Miller Proctor Nickolas Inc is an equal opportunity employer. We consider all qualified applicants without regard to race color religion sex national origin age disability veteran status or any other protected status. We value a workplace that is safe respectful and inclusive. Company DescriptionMiller Proctor Nickolas, Inc. is the only authorized Cleaver Brooks boiler parts, service and sales agent in the NYC Metro, Westchester, surrounding counties and Long Island area. We specialize in the best produced boilers in the industry with the highest trained service technicians. Our staff has been with us an average of 20 years. Because of the dedication, enjoyment in their work, and job satisfaction, openings like this seldom come along. The work atmosphere is informal and comfortable, and the HVAC industry is constantly growing. Join our team not for a job, but for a career and as an owner of the company! We are an employee owned company (ESOP) and you become an Employee Owner after just one year earning shares in the company. ESOPs are the largest creator of middle class wealth in the USA. When joining Miller Proctor Nickolas, Inc, you're more than an employee, you're an Employee Owner.Miller Proctor Nickolas, Inc. is the only authorized Cleaver Brooks boiler parts, service and sales agent in the NYC Metro, Westchester, surrounding counties and Long Island area. We specialize in the best produced boilers in the industry with the highest trained service technicians. Our staff has been with us an average of 20 years. Because of the dedication, enjoyment in their work, and job satisfaction, openings like this seldom come along. The work atmosphere is informal and comfortable, and the HVAC industry is constantly growing. \r\n\r\nJoin our team not for a job, but for a career and as an owner of the company! We are an employee owned company (ESOP) and you become an Employee Owner after just one year earning shares in the company. ESOPs are the largest creator of middle class wealth in the USA. When joining Miller Proctor Nickolas, Inc, you're more than an employee, you're an Employee Owner.