Service Manager

Company Overview

Founded in 1952, Marsden Services is a nationally recognized provider of comprehensive facility services. We deliver high-quality janitorial, security, mechanical, calibration, emergency response, and facility management solutions to clients across the country.

Through our subsidiary: Sunstate Mechanical we bring decades of mechanical contracting expertise to industrial and commercial clients across Arizona and the Southwest. Sunstate is known for their operational excellence in HVAC, plumbing, piping and service maintenance - we take pride in being excellent at what we do.

At Marsden, our people are our greatest strength. We believe in our employees, invest in their growth, and provide opportunities for long-term success. A career with Marsden means joining a company that supports your professional development and encourages you to make a meaningful impact.

Summary

The Service Manager supports the overall service operations of Sunstate Mechanical, ensuring we deliver best-in-class commercial/industrial plumbing and HVAC projects and service to our customers. This leader must be a former field technician or foreman-level professional who truly understands field work and can relate to service techs-someone who can "throw on a toolbelt" when needed, while also excelling at planning, budgeting, customer relationships, safety training and team development.

This role manages a team of 12 service technicians, with growth targets of 20-30 technicians. The Service Manager is responsible for the safety, hiring, retaining, training, and coaching field personnel. Over time, a small group of Foremen will be added, and this position will manage those leaders as well. The work environment will eventually be 50% office / 50% field as the department grows.

This position is customer-facing and consultative and will own client renewals, maintenance contract sales, quality control visits, and client relationship management. The Service Manager must bring value as the subject-matter expert to clients.

Key Responsibilities

Service Operations & Customer Solutions

• Communicate effectively with customers, vendors/subcontractors, general contractors, and the internal service team.
• Hold the service team accountable to KPIs and performance expectations.
• Serve as the primary point of contact for customer service and account management needs.
• Provide labor/material estimates to customers and evaluate estimates from vendors and subcontractors.
• Conduct quality control visits and face-to-face client meetings to ensure high service standards and contract renewals.
• Develop new business opportunities with existing clients; identify areas of improvement to meet service needs.

Team Leadership & Development

• Manage, mentor, and support all Service Technicians.
• Plan for team growth from 12 technicians to 20-30 total.
• Hire, retain, train, and build the field team; maintain a positive, optimistic leadership presence.
• Eventually oversee a team of Foremen as the department expands.
• Relate to and support field employees; step into field work when necessary.
• Serves as the primary safety leader for the service department, ensuring compliance with safety standards, conducting regular safety training, and promoting a culture of safe work practices among all team members.

Scheduling, Planning & Process Improvement

• Coordinate labor scheduling for all service work.
• Partner with internal stakeholders to identify business opportunities and operational improvements.
• Lead the implementation of enterprise software (e.g., Mobile Tech) to improve efficiency, timekeeping, and billing accuracy.
• Support both small/quick-turn service projects and larger design/build projects as the department evolves.
• Manage budgeting, planning, and maintenance contract sales.

Education and Experience Required

• Proven, practical experience in commercial/industrial plumbing and HVAC service or project environments, with the ability to understand field workflows, diagnose issues, support technicians, and ensure high-quality service delivery.
• Experience as a field technician or foreman strongly preferred; ability to relate to field teams is essential.
• OSHA 10 certification is required or must be obtained within an agreed-upon timeframe, OSHA 30 would be preferred.
• Proficient with Microsoft Word and Excel.
• Working knowledge of federal, state, and city regulations and guidelines.
• Excellent verbal and written communication skills.
• Proven ability to manage multiple projects concurrently, often with tight deadlines.
• Self-starter with the ability to embrace and lead change; able to grow and sustain a high-performing service team.

Business Conduct

• Demonstrates commitment to the Company's values and Code of Conduct.
• Builds and promotes a culture of safety; leads by example in all field and jobsite behavior.
• Treats coworkers with respect and approaches conflict professionally and constructively.
• Seeks to understand processes, asks questions, and champions improvements.
• Ensures compliance with the Company's Operating Standards.

Supervisory Responsibility

• Directly oversees all Service Technicians (and future Foremen)

Position Type / Hours of Work

• Full-time, Monday-Friday
• Hybrid role (office in Tempe + local field work)

Travel

Local travel only

EEO Statement

Marsden Services provides equal employment opportunities (EEO) to all employees and applicants without regard to race, creed, ancestry, sexual or affectional orientation, marital or veteran status, color, religion, sex, national origin, age, disability, genetics, public assistance status, or any characteristic protected under federal, state, or local law.

Other Duties

This job description is not designed to cover or contain a comprehensive list of duties or responsibilities. Duties may change at any time with or without notice.