Kensington Mechanical Inc Service Manager Waltham, MA · Full time Company website

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At Kensington Mechanical Inc., we believe in the power of people. Our team is the backbone of everything we do, from delivering exceptional mechanical services to shaping the future of our industry. We are committed to creating a workplace where craftsmanship, personal growth, and community thrive together. We value trust, respect, and collaboration—not just as ideals, but as everyday practices. That’s why we offer an environment built on mutual accountability, open communication, and integrity. Whether you're in the field or the office, your voice matters here. If you take pride in your work, care about the people you work with, and want to grow with a company that’s invested in your long-term success, you’ll feel right at home at Kensington.

Job Title: Refrigeration Service Manager

Position Summary

We are seeking a highly experienced and motivated Refrigeration Service Manager to lead and oversee our refrigeration service department. The successful candidate will be responsible for managing technicians, ensuring top-tier customer satisfaction, overseeing maintenance and repair services, and driving operational efficiency in service delivery.

Key Responsibilities

Team Leadership & Supervision

• Supervise, train, and support a team of refrigeration service technicians.
• Manage scheduling, dispatch, and workload balancing to optimize technician productivity.
• Conduct performance evaluations, identify skill gaps, and support professional development.
• Ensure compliance with safety procedures, company policies, and industry regulations.

Service Operations Management

• Oversee daily operations of refrigeration service, maintenance, and emergency repairs for commercial and industrial customers.
• Monitor service performance metrics including response times, service quality, and job completion rates.
• Ensure timely and accurate completion of work orders, reports, and service documentation.
• Manage procurement of parts, tools, and inventory necessary for field service operations.

Customer Relations

• Serve as the primary point of contact for key clients regarding refrigeration service matters.
• Handle escalated customer issues and ensure timely, satisfactory resolution.
• Provide technical advice and consultation to customers when needed.
• Maintain strong, long-term customer relationships to support retention and growth.

Financial & Business Development

• Develop and manage department budgets, including labor and materials costs.
• Collaborate with sales teams to identify service opportunities and support proposals.
• Provide input on pricing strategies, contract renewals, and service agreements.
• Track KPIs and prepare monthly reports for senior management.

Technical Expertise

• Provide guidance on complex diagnostics, troubleshooting, and system retrofits.
• Stay updated on emerging refrigeration technologies, EPA regulations, and sustainability practices.
• Support technical training initiatives and enforce EPA and OSHA compliance.

Qualifications

Required:

• 5+ years of experience in commercial/industrial refrigeration service, including leadership roles.
• Strong knowledge of refrigeration systems, components, and safety protocols.
• EPA Universal Certification.
• Valid driver’s license with a clean driving record.
• Strong communication, organizational, and leadership skills.

Preferred:

• HVAC/R Technical Certification or Associate’s degree in Mechanical Engineering or related field.
• Proficiency with service software (e.g., ServiceTitan, FieldEdge, or equivalent).
• Experience in managing union or non-union field personnel.

Work Environment & Physical Requirements

• Regular site visits to inspect job quality, coach field staff, and interact with customers.
• Occasional after-hours or weekend work during emergencies.
• Ability to lift up to 50 lbs, climb ladders, and work in confined spaces or rooftop settings.

Compensation & Benefits

• Competitive salary + performance bonuses.
• Health insurance coverage.
• 401(k) with employer match.
• Paid time off and holidays.
• Professional development and training opportunities.