Senior Service Manager

Job Description

Job Description:\n\n Senior Service Manager (Regional / National Branch Operations Leader) About the Role Hudson Technologies is looking for a proven service operations leader to step into the Senior Service Manager role – a senior leadership position overseeing broader service operations at the branch or multi-region level. As a Senior Service Manager, you will expand upon the Service Manager duties with higher-level strategic oversight and by managing other managers (you may directly supervise one or more Service Managers, in addition to guiding Service Leads and major project teams). You will ensure that all service teams under your umbrella are performing optimally, maintaining efficiency, consistency, and quality across a large segment of the company. Key responsibilities include setting operational strategy, standardizing processes across regions, leading critical projects or programs, and driving continuous improvement and growth of the service business. This role typically reports to the Director or VP of Service Operations and is crucial for translating executive vision into effective field execution. We need a strong, visionary leader (immediate hire) who can manage through subordinate managers, influence cross-functional decisions, and elevate Hudson’s service performance nationally. Key ResponsibilitiesOperational Oversight & Strategy: Oversee service operations at a macro level for an entire branch or multiple regions. Develop and set the direction for how projects and service activities are executed company-wide or across your broad area. Ensure consistency and high standards in service delivery by establishing and refining operational strategies, methods, and procedures. For example, you might design and implement a new company-wide safety program or standardize the project planning process for all refrigerant recovery jobs to increase efficiency and quality. Monitor the performance of all projects through your Service Managers and Leads, ensuring that client requirements and company standards are met every time.Project & Program Management: Directly oversee particularly critical or high-stakes projects, especially those spanning multiple teams or regions. Act as the ultimate point of escalation for complex technical or logistical challenges – if a project encounters significant obstacles, you step in to resolve them by coordinating resources or adjusting plans. You ensure proper direction and support for any multi-team initiatives, and you might personally lead large-scale programs (e.g., a nationwide chiller retrofit program for a major client). Oversee the project portfolio in your domain, making sure all projects collectively meet performance and profitability targets.Financial & Business Accountability: Take high-level financial responsibility for service operations under your leadership. Manage the consolidated service budget for your branch or regions, encompassing multiple service teams. Approve significant expenditures and investments (equipment purchases, major hiring decisions) and negotiate with key vendors or large customers on contracts and pricing as needed. Ensure that your area meets its revenue and profit targets – review financial reports that roll up performance of multiple teams and make strategic decisions to improve profitability or reduce costs. For example, if overtime costs are excessive across regions, you might implement staffing or scheduling changes. Oversee billing, invoicing, and cash flow issues at a high level, ensuring no systemic problems (like chronic billing delays or uncollected receivables) impede the business. Essentially, you own the business results for all service operations under your purview.Leadership of Managers & Cross-Functional Coordination: Directly supervise and develop Service Managers (and possibly senior Leads) who run individual regions or departments. Provide coaching and guidance to these managers, standardizing leadership practices and ensuring all teams align with company goals and policies. Lead management-level meetings to share best practices, align on strategy, and drive a unified service culture across regions. In addition, act as a key liaison between the service organization and other departments: work with Engineering on product or process improvements (feeding back field issues that need R&D attention), partner with Sales on major account strategies and contract negotiations, and coordinate with Supply Chain on major equipment or inventory needs. Contribute to top-level planning such as evaluating ROI for opening a new service center or launching a new service line. You are involved in strategic decisions that affect not only your teams but the company’s service direction as a whole.Customer & Stakeholder Engagement: Ensure the highest level of customer satisfaction for top-tier clients and critical projects. Personally engage with executives of key customers, serving as the senior contact for major accounts. You may attend kickoff meetings or final review meetings for flagship projects to show Hudson’s commitment and to ensure client expectations are exceeded. Handle any escalated customer issues that Service Managers cannot resolve – coordinating multi-department efforts (with engineering, manufacturing, etc.) to tackle complex problems swiftly. Additionally, represent the service organization in executive-level discussions internally; for example, present service performance results and strategic plans to Hudson’s senior leadership or board of directors. Act as a figurehead for service excellence both within and outside the company.Continuous Improvement & Expansion: Drive continuous improvement initiatives and the strategic expansion of our service offerings. Analyze broad trends in operations, financials, and customer feedback to identify opportunities for improvement or growth. For instance, if you notice rising demand for SF₆ gas services, you might champion investment in more SF₆ recovery equipment and specialized training to expand that service line. Lead the adoption of new technologies (digital reporting tools, remote monitoring systems, etc.) to increase efficiency and modernize service delivery. Shape or update company policies related to field service, safety, and customer service to support growth and ensure compliance with evolving regulations. In this role, you are a key strategist, continually evolving the service business model to maintain Hudson’s industry leadership. Required QualificationsExperience: 15+ years of experience in heavy HVAC/R or industrial services, with extensive leadership experience (often 10+ years managing teams, including managing other managers). By this stage, you should have served successfully as a Service Manager or equivalent for several years. We seek a veteran of the field service domain with deep industry knowledge and a network of industry contacts. Experience in second-line leadership (managing through subordinate managers) is highly valuable, as this role requires indirect management and leadership influence across multiple teams.Education: A bachelor’s degree is highly preferred and many Senior Service Managers hold one; some even have a Master’s (such as an MBA) given the strategic nature of the job. However, our internal philosophy emphasizes experience and results over formal education for this role. If you have a strong track record of service leadership and business results, that is most critical. Still, having a solid educational background in engineering or business can equip you with useful knowledge for strategic decision-making.Certifications: All fundamental certifications (EPA Universal, etc.) are expected to be held from earlier career stages. At this senior level, additional credentials underscore your expertise: advanced leadership certifications or executive training programs, Six Sigma/Lean certifications for process improvement, or high-level safety certifications (for example, Certified Safety Professional or similar). You should be thoroughly versed in regulatory compliance (EPA refrigerant regulations, OSHA safety standards, DOT transportation rules) and may serve as the company’s subject matter expert or official signatory for compliance documents. Any industry-specific honors or certifications (like ASHRAE certifications, or a Professional Engineer license if applicable) further demonstrate your mastery.Skills: Mastery of technical, managerial, and business skills is required. Technically, you should have a comprehensive understanding of all services Hudson offers and be able to discuss technical details fluently, even if you no longer perform field tasks regularly. Keep current with industry advancements (new refrigerants, regulations, technologies) to guide the organization effectively. Managerially, you must excel at high-level planning, organizational design (structuring teams/regions), and leadership development – capable of shaping a large organization and grooming the next generation of leaders. You should be adept at managing via metrics, using data-driven approaches for decision-making and performance management. Strong competence in conflict resolution and change management is essential (e.g., leading the team through significant changes like reorgs or new policy rollouts). In terms of business acumen, you need to contribute to corporate strategy, manage large budgets, understand market dynamics, and be skilled in areas like contract negotiation and high-level customer communications (including dealing with corporate client executives or government contracts).Soft Skills: Outstanding leadership presence and influence. You must be able to motivate not just individuals, but entire teams-of-teams through your Service Managers. Charismatic and clear communication is a must – able to articulate vision and strategy to both your staff and executive leadership in a compelling way. High emotional intelligence, to manage a large workforce, understand the pulse of the organization, and maintain morale and productivity across regions. Exceptional analytical thinking to interpret complex performance data and market trends, identifying patterns and guiding strategic pivots. Excellent time management and delegation skills – focus on big-picture strategy and trust your managers with the details, avoiding micromanagement. Finally, a spirit of innovation and adaptability: you should champion new ideas and be agile in responding to industry changes (regulatory shifts, market trends), helping Hudson navigate and remain ahead of the curve. Preferred QualificationsExperience: Career progression including multi-regional oversight or national service management responsibility is strongly preferred. For example, having been a Regional Director or having managed multiple branch operations would prepare you well. Experience leading through significant growth phases or mergers/acquisitions in a service business would be a plus.Education: An MBA or other advanced degree in management can be a plus, as it indicates formal training in strategy and leadership (though not required if seasoned by experience).Executive Training: Completion of executive leadership programs or affiliations with industry leadership forums. Being an active member of industry associations (like ASHRAE, IIAR, or others relevant to HVAC/R) where you’ve perhaps held leadership positions could demonstrate industry leadership.Strategic Achievements: A track record of launching successful new service offerings or entering new markets. Demonstrated success in improving large-scale operations (for instance, cutting costs by X% while improving service levels across a broad region).Innovation: Experience driving digital transformation or introducing technology solutions in field service (such as implementing IoT remote monitoring or AI-driven analytics in service processes) would highlight a forward-thinking mindset.Global Perspective: While this role is U.S.-focused, any international experience or managing distributed teams across far-reaching regions shows adaptability and cultural leadership breadth, which can be advantageous as Hudson continues to grow. Travel Requirements This senior role requires significant travel to keep a pulse on operations and maintain relationships with key clients and teams. Expect around 80% travel within your combined regions or branch network – this means frequent visits to regional offices, project sites, and customer facilities under your oversight. Additionally, up to 20% travel nationally (or even internationally – North or South America) may be needed for corporate meetings, large client engagements, or industry events. You should be prepared for regular multi-day trips and frequent flying. As the senior leader, your presence may be required on-site for major project kickoffs, critical interventions, or important client meetings on relatively short notice. A valid driver’s license and ability to travel by car and plane are required. Overall, you will be on the move a lot, as visibility and face-to-face engagement with your team and customers are key to success in this role. Why Hudson Technologies In the Senior Service Manager position at Hudson, you have the platform to shape the future of our service organization at a strategic level. You will join the top ranks of a company that doesn’t just adapt to the industry – we lead it. Hudson is deeply committed to its mission of environmental responsibility through refrigerant reclamation and cutting-edge HVAC solutions. In this role, your decisions will contribute to meaningful environmental impact and business growth on a large scale. We foster an executive culture of collaboration and innovation: you’ll work alongside other senior leaders who are passionate about excellence and continuous improvement. At Hudson, your voice will matter in setting direction – we encourage our leaders to challenge the status quo and drive positive change (true to our mantra of reclaiming the future together). Additionally, we offer competitive compensation and benefits, as well as opportunities for further advancement (potential to move into Director or VP roles as the company expands). Perhaps most importantly, you’ll be leading a talented team that has been cultivated through a strong culture – a team that values safety, integrity, and customer success. If you are a visionary leader ready to make a broad impact and steer a growing service business to new heights, Hudson Technologies is ready to welcome you. This is an immediate need – join us and lead our service organization into the next era of innovation and success.