Internal Job Announcement

Service Operations Specialist

Location: Scott Depot, WV
Reports to: Service Operations Manager
Career Track: Service Operations Leadership

Grow Your Career with Perfection Group

Perfection Group is seeking a Service Operations Specialist for our Scott Depot, West Virginia office. If you enjoy solving problems, supporting technicians, and keeping service operations running smoothly, this opportunity offers a path to grow your leadership skills and make a direct impact on our team.

This role combines daily service coordination with technician support and field leadership. Working closely with the Service Operations Manager, you’ll coordinate service workflow, monitor labor performance, support technician development, and help deliver quality service to our customers.

What You’ll Do

Service Operations & Scheduling

• Coordinate daily technician schedules based on skills, location, workload, availability, and customer priorities.

• Adjust schedules to address emergencies, delays, and changing customer needs.

• Monitor preventive maintenance, open service calls, approved but unscheduled work, and service backlog to keep work moving through completion.

• Identify upcoming labor needs and capacity concerns to support technician planning.

• Follow up on jobs delayed by parts, materials, customer approvals, or other operational issues.

Job Performance & Reporting

• Track estimated versus actual labor hours for contract and spot work and flag potential overruns early.

• Monitor technician utilization and productivity to identify opportunities to improve efficiency.

• Verify daily technician time entries for accurate job costing and payroll.

• Maintain accurate service-call records, technician assignments, and job completion data.

• Provide regular updates to the Service Operations Manager on backlog, labor utilization, productivity, and contract performance.

Technician Support & Field Leadership

• Serve as a primary resource for technicians needing technical guidance, troubleshooting assistance, or operational support.

• Conduct regular technician check-ins and share performance concerns and development opportunities with the Service Operations Manager.

• Coach and mentor technicians through training, field ride-alongs, and day-to-day support.

• Conduct quality-control visits to ensure completed work meets company and customer standards.

• Assist with equipment surveys, job planning, specifications, and other technical needs.

• Reinforce expectations for safety, time entry, XOI usage, documentation, uniforms, and other company initiatives.

• Coordinate and monitor required safety training and support other field safety needs.

• Assist with technician recruiting, interviewing, onboarding, and training.

Customer & Business Support

• Communicate clearly with customers about service requests, job progress, and next steps.

• Prepare and send accurate repair quotes promptly and follow up on outstanding quotes and customer approvals.

• Help resolve customer concerns and service issues professionally.

• Maintain effective communication among customers, technicians, service management, and other departments.

• Identify issues affecting customer satisfaction, labor efficiency, contract profitability, or service responsiveness.

• Partner with the Service Operations Manager to improve processes and overall department performance.

What You Bring

• An interest in growing your career in service operations leadership.

• Commercial HVAC service knowledge and the ability to help technicians work through technical and operational challenges.

• Strong organization, time management, and follow-through.

• The ability to prioritize competing needs and adapt in a fast-paced environment.

• Clear, professional communication with customers and team members.

• A collaborative approach to coaching, problem-solving, and accountability.

• A willingness to learn and use service management software and operational reports.

• A commitment to safety, quality, and Perfection Group’s core values: Do What’s Right, Work Together, Be Transparent, and Build Loyalty.

What Success Looks Like

Success in this role means well-coordinated schedules, timely completion of service work, labor hours managed against estimates, and fewer delayed jobs and outstanding quotes. It also means technicians receive consistent support and clear expectations, customers receive quality service, and the department operates efficiently and profitably.

Ready to take the next step? We encourage interested team members to apply and continue growing their careers with Perfection Group.