Job Description

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Location: Thomasville, GA

Basic Function

This role is responsible for the day-to-day operational management of the service department, ensuring that all service activities are planned, scheduled, executed, and documented efficiently. The position coordinates field resources, manages operational workflows, oversees service timelines, and ensures consistent service delivery across all customer accounts. This role requires strong organizational control, operational oversight, and the ability to maintain continuity in a fast-moving service environment.

Essential Duties and Responsibilities

• Build customer trust and confidence in the CleaverBrooks / Customer partnership.

• Manage the face to face customer experience during support and repair interactions. Every interaction must be customer centric and serve to restore and build confidence in the CleaverBrooks / Customer partnership.

• Focus on customer experience while observing company warranty policies, industry standards, and legal regulations. 

• Manage the daily operational flow of the service department, including intake, scheduling, dispatching, and closure of service work orders.

• Serve as the central operations contact for customer inquiries, service requests, and escalations; coordinate with customers, representatives, and field personnel to support timely service delivery.

• Evaluate workload, technician availability, travel constraints, and job requirements to build optimized service schedules and assignment plans.

• Maintain real-time awareness of all active service jobs, technician locations, schedule changes, and operational disruptions; adjust resources as needed to maintain service continuity.

• Monitor service timelines, response times, job durations, and backlog levels to ensure compliance with internal goals and customer expectations.

• Review service reports for accuracy, completeness, and alignment with operational requirements; ensure all documentation is captured, filed, and routed appropriately.

• Facilitate communication flow across departments—service, engineering, parts, sales, warranty, and management—to ensure accurate handoffs, updates, and operational transparency.

• Generate operational quotes for non-warranty work, confirming labor estimates, required materials, and scheduling constraints.

• Oversee the operational lifecycle of billable service work, including quote creation, job completion verification, and invoice approval.

• Ensure all operational practices adhere to company policies, warranty guidelines, and applicable regulatory or industry standards.

• Identify workflow inefficiencies and recommend improvements to scheduling processes, communication protocols, dispatch procedures, and service documentation.

• Oversees Service technician training programs ensuring service technicians proficiency at all career stages.

• Responsible to execute the CleaverBrooks performance management system for all team members.

Other Duties

Performs additional operational duties as required to support service department needs.

Internal Contacts

Frequent operational interactions with internal teams to acquire information, coordinate workflows, and resolve scheduling/resource conflicts.

External Contacts

Regular communication with customers, representatives, and vendors involving operational coordination, scheduling, and preliminary issue resolution.

Education and Experience Requirements

• Proficiency with Microsoft Office and operational software platforms (service management systems, scheduling tools, CRM systems).

• Experience managing operations in a high-volume service environment with multiple concurrent workstreams.

• Understanding of service KPIs such as response time, schedule adherence, backlog management, and resource utilization.

• Strong organizational and team-leadership skills with the ability to guide service personnel in fast-paced operational conditions.

• Ability to manage strong personalities and facilitate timely resolution of operational conflicts.

• High emotional intelligence and the ability to maintain composure during service disruptions, customer escalations, and operational bottlenecks.

• Clear and effective written and verbal communication skills.

Travel : This position requires travel up to 50% for training and customer relations visits.

Physical Skill and Effort Work requires regular speed and accuracy operating office equipment. Work requires a considerable variety of fairly steady active physical exertion.

Working Conditions and Hazards Normal plant, shop, field or office conditions. From time to time, slightly disagreeable features. Negligible/little or no exposure.

This description indicates the general nature of the tasks and responsibilities required of positions given this classification. It is not intended as a complete list of specific duties and responsibilities. Nor is it intended to limit or modify the right of management to assign, direct, and control the specific duties of individuals performing this function. The Company reserves the right to change, modify, amend, add to or delete from any section of this document as it deems, in its judgment, to be proper.

Benefits of Being a Cleaver-Brooks Employee:

• Competitive salary
• Comprehensive benefits, including medical, dental, vision, maternity support program, discounted virtual physician visits, voluntary medical benefits (Critical Illness, Hospital Care, and Accidental Injury), FSA, HSA, life insurance, short term and long-term disability
• Cash matching 401(k) plan
• Employee assistance program (EAP)
• Pet insurance
• Employee discount program
• Tuition assistance
• Paid time off and 11 paid holidays

Who is Cleaver-Brooks:

Cleaver-Brooks is the market leader in providing fully integrated boiler and burner systems. We lead the boiler/burner industry due to our unmatched distribution network’s ability to deliver the knowledge, service, training, and support that are essential to long-term performance. Our customers will tell you that we are the only equipment provider that manufactures boilers, burners, controls, and a full array of ancillary and aftermarket products. They will also mention that our unique single-source capability means that we can deliver fully integrated boiler room solutions that reduce overall costs and optimize space. It is our focus on products that deliver the most efficient, reliable, safe, and environmentally sustainable solutions that differentiate us in the marketplace. Cleaver-Brooks continues a 90+ year legacy of providing the customers we serve with extraordinary products designed to deliver unsurpassed performance through the power of commitment.

This description indicates the general nature of the tasks and responsibilities required of positions given this classification. It is not intended as a complete list of specific duties and responsibilities. Nor is it intended to limit or modify the right of management to assign, direct, and control the specific duties of individuals performing this function. The Company reserves the right to change, modify, amend, add to or delete from any section of this document as it deems, in its judgement, to be proper.

By applying for this job and providing your mobile number, you consent to receive an initial text message from a Cleaver Brooks Talent Team member. You will have the option to opt out upon receiving the message. Messages may include updates on your application, scheduling initial screenings or interviews, and similar communications. Standard message and data rates may apply, and message frequency may vary.