Refrigeration Service Manager

Refrigeration Service Manager

Who We Are

For almost 20 years, Advanced Commercial has served the Atlanta Metro and the Southeast USA as a trusted Commercial Refrigeration, HVAC, Electrical, and Appliances Contractor. Our customers are the premier brands in the food, beverage, and biomedical industries, and they count on us as their one-call solution for keeping their facilities, plants, and equipment up-and-running 24/7. Repairs, remodeling, or new construction: we do it all. See more here. https://advanced-commercial.com.

Job Description

We are seeking a highly skilled and experienced Refrigeration Service Manager with a proven track record in managing refrigeration service for customers requiring 24/7/365 refrigeration service for rack systems and self-contained equipment. Join the largest Atlanta based refrigeration service team, where your talents and contributions will be noticed and rewarded. Here you will have the opportunity to make a significant impact, showcase your skills, and advance your career. As the Refrigeration Service Manager, you will work closely with our dedicated team of Field Service Leads and Technicians, collaborating to manage cost, quality and schedule execution across a diverse portfolio of customers. This role is not limited to a desk job; it requires hands-on involvement and spending time in the field to ensure efficient and cost-effective operations.

Responsibilities

1. Lead and Develop a High-Performing Technician Team
 Direct and support a growing team of Refrigeration Technicians across the Atlanta and Tampa regions. Provide coaching, in-field mentorship, and technical guidance to elevate team performance, accountability, and professionalism. Cultivate a strong team culture grounded in positivity, safety, and ownership.

2. Own Safety and Regulatory Compliance
 Champion a culture of safety by enforcing company protocols, leading proactive risk assessments, and addressing field safety issues head-on. Ensure all work adheres to OSHA standards and local regulations, and that team members receive ongoing safety training.

3. Elevate Customer Experience
 Conduct regular store walks, site visits, and service check-ins to strengthen client relationships and ensure satisfaction. Resolve escalated issues promptly, and act as a service advocate who keeps customer trust and retention at the forefront.

4. Drive Cost-Effective, High-Quality Service
 Monitor service performance, labor efficiency, and job profitability. Partner with leadership to identify cost-savings opportunities without sacrificing quality or compliance. Optimize maintenance and startup workflows to reduce downtime and increase uptime for clients.

5. Support Accurate Estimating and Quoting
 Collaborate with sales and estimating teams to ensure quotes for service work are complete, competitive, and technically sound. Provide field insights to improve accuracy and win rates.

6. Partner with Dispatch to Maximize Responsiveness
 Work hand-in-hand with the Dispatch team to ensure SLAs are met or exceeded. Maintain clear visibility into open calls and unresolved service issues, jumping in to accelerate closures and support field execution when needed.

7. Analyze and Report on Performance
 Use reporting tools and service data to track KPIs such as response time, resolution rate, cost per job, and technician utilization. Share insights regularly with leadership to inform planning, investment, and resource allocation decisions.

8. Champion Technician Retention and Growth
 Actively participate in hiring, onboarding, and retaining top-tier talent. Build career development paths and recognition programs to boost morale, reduce turnover, and ensure technician roles remain desirable and rewarding.

9. Foster Cross-Functional Collaboration
 Coordinate with Construction, Sales, Operations, and Finance teams to ensure service and construction departments work in sync. Bridge gaps between teams to ensure seamless customer experiences and internal alignment.

Requirements

Proven Refrigeration Service Leadership
Minimum 5 years of hands-on experience managing commercial refrigeration service teams, preferably supporting grocery store chains or multi-site retail customers.

Deep Refrigeration System Expertise
Strong working knowledge of rack refrigeration systems, EMS controls, startup procedures, troubleshooting, and preventative maintenance best practices. Comfortable jumping in with tools when needed for field training or support.

Team Leadership & Coaching Skills
Track record of leading field teams with clarity and confidence. Able to coach technicians in real time, resolve performance issues diplomatically, and build a culture of accountability, pride, and growth.

Strong Analytical & Business Acumen
Able to analyze service data (cost per call, resolution times, technician utilization), spot trends, and use insights to improve profitability, efficiency, and customer satisfaction.

Top-Tier Communication Skills Clear, confident communicator who can build rapport with field techs, customers, and internal teams. Able to de-escalate issues and represent the company professionally in high-stakes situations.

Operational and Organizational Discipline
Able to juggle shifting priorities across markets and customers without dropping the ball. Highly organized with a bias for action and follow-through.

Regulatory & Safety Knowledge
Solid understanding of EPA, OSHA, and other applicable safety and environmental compliance standards in refrigeration. Prior experience leading safety programs or resolving field safety issues is a plus.

Customer-Focused with Financial Awareness
Experience providing input for quotes, validating job scopes, and reviewing invoices. Understands how service operations impact the bottom line—and can align field execution with business goals.

Flexible Field Presence & Time Management
Must be comfortable splitting time between the Atlanta HQ, home office, and job sites across GA and FL. Prioritizes presence where it's most needed—whether in-person with a tech or remote reviewing dispatch KPIs.

Preferred Qualifications

• EPA 608 Certification (Universal)
• OSHA 30 Certification
  Experience with ServiceTitan, FieldEdge, or similar dispatching platforms
• Familiarity with Monday.com, Slack, or similar workflow tools
• Experience with Continuous Improvement programs and methodologies
  
   

Performance Metrics

• Job Cycle Time
• SLA adherence (first-time fix rate, resolution time)
• Technician retention rate
• Service gross margin
• Customer satisfaction score / NPS
• Open Work Order Age

What You’ll Get From Us

Company vehicle and gas card

Company cell phone & access to the latest technology

Paid Vacation and Holidays

Competitive salary – negotiable based on candidate experience and ability

Medical, Dental, Vision, and Prescription insurance coverage

Disability and Life Insurance

Retirement Fund with Company Match

Opportunity to work for a recognized leader in our industry

Paid Training