General Manager - Service

Hill York Services Corporation, LLC•Hollywood, FL

16d•Onsite

About The Position

Hill York seeks a dynamic, growth‑minded General Manager – Service to lead our service business across Miami‑Dade and Broward counties. As a key member of Hill York’s leadership team, this individual is responsible for full P&L ownership, overall service operational performance, customer experience, team development, safety, and strategic growth. The GM – Service will lead our Service Manager, CSR Manager, and Service Analyst to deliver best‑in-class HVAC service, maintenance, and repair solutions. This leader will drive consistency, operational excellence, and long-term customer satisfaction while collaborating closely with Sales, Operations, and leadership to strengthen processes and grow our service portfolio in South Florida. This is a high‑impact leadership role in a fast‑paced, relationship‑driven business where integrity, teamwork, and performance are core values.

Requirements

Minimum 10 years of commercial HVAC service experience in a mechanical contracting environment.
Minimum 3–5 years of leadership experience.
Proven success managing service operations with P&L accountability.
Strong leadership, coaching, and talent‑development skills.
Experience leading process improvement and implementing operational best practices.
Excellent communication, customer service, and relationship‑building skills.
High proficiency in Microsoft Office and service management software; experience with COINS, and XOi preferred.
Strong organizational skills with the ability to manage competing priorities.
Valid driver’s license; ability to travel across Dade/Broward counties.
Full‑time, on‑site presence is required due to the hands‑on nature of this role, which demands daily interaction with service, dispatch, billing, field leadership, and customer relationships.

Responsibilities

Lead, mentor, and develop the Service Manager, CSR Manager, and Service Analyst to ensure high performance, accountability, and continuous improvement.
Promote a high‑performance culture grounded in accountability, results, teamwork, safety, and customer focus.
Support the Service Manager in developing field technicians and warehouse operations by guiding priorities and reinforcing standards.
Assess talent needs and ensure development through training, coaching, and strategic hiring.
Reinforce consistent operational processes and best practices across the region in collaboration with other service leaders.
Oversee overall service operations at a strategic level, ensuring the team delivers timely, high‑quality service across Dade and Broward.
Ensure the Service Manager, CSR Manager, and Service Analyst maintain strong scheduling, labor planning, dispatch coordination, PM execution, billing accuracy, and customer support.
Drive standardization and continuous process improvement to increase efficiency, consistency, and operational reliability.
Support resolution of escalated customer issues with urgency and professionalism in partnership with the Service Manager and CSR Manager.
Champion the adoption of digital tools and workflow modernization to enhance field documentation, transparency, and productivity.
Own full P&L responsibility for the Dade and Broward service business.
Develop and execute annual operating plans, revenue goals, and margin expectations.
Monitor key metrics including labor utilization, materials cost, inventory, backlog, DSO, PM compliance, and service profitability.
Support collections efforts on overdue accounts and maintain strong communication with Finance.
Ensure proper pricing governance for materials, labor rates, and refrigerant.
Drive service business growth by partnering with Sales and supporting the Service Manager in lead generation, repair opportunities, and PM agreement expansion.
Serve as a senior point of contact for key accounts, ensuring long‑term relationships, high service satisfaction, and strategic alignment.
Conduct site visits, customer meetings, and quarterly business reviews (QBRs) with major clients as needed.
Maintain strong, trust-based relationships focused on reliability, quality, and responsiveness.
Promote a proactive safety culture in alignment with Hill York and EMCOR policies.
Ensure the Service Manager and field teams meet safety expectations, documentation requirements, and regulatory compliance related to refrigerants, equipment, and field practices.
Participate in safety initiatives, audits, incident reviews, and corrective action planning as needed.
Contribute to the company’s overall strategic direction as a member of the leadership team.
Drive process improvement, service modernization, and cross‑department alignment to strengthen the business.
Champion new technologies, digital workflows, and best practices from across EMCOR.
Identify emerging trends, customer needs, and regional opportunities for service growth.