Job Details

Overview

Ketchum & Walton is a trusted manufacturers representative serving industry leaders in Noise Control, HVAC Equipment, and Indoor Air Quality. We help clients achieve greater efficiency and cost savings through innovative solutions in air filtration, architectural and interior noise control, HVAC systems, and vibration isolation. Were proud to partner with top-tier manufacturers who are committed to continuous improvement, cutting-edge research, and advancing technology. Our work environment reflects these valuescreative, collaborative, and focused on solving complex problems for our clients. At Ketchum & Walton, our core values are the foundation of everything we do. Were a team that thinks strategically, works collectively, and strives to be a world-class organization. If youre driven, innovative, and ready to make an impact, wed love to hear from you.

What we need: The Service Manager is results-driven and strategically aligned, requiring a proactive, competitive, and entrepreneurial-focused individual. They demand quick decision-making, innovation, and the ability to lead with confidence and urgency through change. Our ideal candidate is a motivating, goal-oriented leader who communicates effectively, adapts quickly, and thrives in a fast-paced environment. Enthusiasm, accountability, and high performance are key, with an emphasis on successful behaviors and process. Ability to service Maryland, DC, and Northern Virginia markets.

Key Responsibilities

• Partner with Sales to estimate, develop, and coordinate service opportunities, driving efficient project execution.
• Lead, mentor, and support Service Techniciansinternal and subcontractedensuring high-quality service delivery and team performance.
• Manage service installation schedules, proactively resolving overlaps, gaps, and personnel FTO to maximize resource efficiency.
• Facilitate weekly coordination meetings with Sales, Project Managers, and Service Technicians to align priorities and monitor progress.
• Oversee procurement, delivery, and readiness of materials for all service projects, ensuring resources are in place before work begins.
• Serve as primary customer liaison: schedule service visits, provide pre-notices, confirm project completion, and conduct follow-ups to ensure satisfaction and adherence to scope.
• Create, track, and manage Service Tickets/Work Orders to maintain accurate documentation and accountability.
• Administer training, certifications, and asset management (tools, vehicles, equipment) for all field personnel.
• Champion company safety protocols, ensuring compliance and documentation across all service operations.

Documentation

• Managed service documentation, including Work Orders, Packing Slips, and site-specific surveys, ensuring accurate records and timely distribution to Sales and Service teams.
• Maintained facility maps, AHU locations, and customer contacts to support efficient service delivery.
• Verified service job completion and closed out records in Sales Pad; produced monthly P&L reports for service projects.
• Oversaw Service Technician trainings, certifications, and credentials, ensuring compliance and readiness.
• Maintained specialty tooling certifications and calibrations to support safe and effective field operations.

General

• Ensured drug testing, safety training, and OSHA certifications for all in-house Service Technicians and subcontractors.
• Tracked service billable hours and expenses; communicated budget variances to Sales and Project Management teams.
• Coordinated out-of-town travel for field personnel and labor subcontractors.
• Managed service tools, equipment, and fleet, including maintenance, fuel cards, cleanliness, and insured drivers.
• Ordered and maintained service apparel and PPE to ensure field readiness.
• Conducted site safety reviews and ensured compliance with company and regulatory standards.
• Championed technology and tooling improvements to optimize service efficiency and quality.
• Other duties as assigned.

What you need

Minimum Qualifications

• High school diploma or equivalent required. A bachelors degree in administration, management, hospitality, or a related field is preferred.
• 35 years in service management with expertise in service principles, processes, and project workflows.
• Industry knowledge in commercial HVAC, preferably in Pharmaceutical and Lab environments.
• Proven success in customer service, complaint resolution, and budget management.
• Ability to identify and grow new business opportunities.
• Proficient in Bluebeam and Microsoft Office Suite; able to read and interpret construction drawings.
• Results-driven with strong problem-solving, attention to detail, and decision-making skills.
• Excellent communication with internal teams and external clients.
• Customer-centric, team-oriented, and accountable for outcomes.
• Strong time management in fast-paced environments; able to lift 3050 lbs for installations.

Reports to: Director of Project Management

Status: Full-Time, onsite. Service work is sometimes done at night and the occasional weekend as scheduled. Position will require the ability to work during these scheduled times.

Job Class: Exempt

We are proud to be 100% employee-owned (ESOP) and committed to investing in our people. Our team members enjoy an extensive benefits package, including:

• Annual contribution into ESOP account
• 100% employer-paid healthcare premiums
• Biannual bonus opportunities
• Paid time off, holidays, and leaves
• 401(k) retirement plan
• And more!

Ketchum & Walton is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are based on qualifications, merit, and business needregardless of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, or any other protected status under applicable law. Please note: We are not engaging with recruiting agencies for this position and will not respond to agency inquiries.