Ticket Operations Associate Jobs in Baltimore, MD

Sila Heating & Air Conditioning \u007C Beltsville, MD

Great home service operations don’t happen from behind a desk.

At Sila Heating & Air Conditioning, we’re looking for an experienced Operations Manager to own the day-to-day execution of our HVAC and plumbing field operations in Beltsville. This is a highly visible, hands-on leadership role for someone who knows how to keep technicians productive, develop frontline leaders, solve operational problems quickly, and turn performance data into action.

You’ll oversee the daily performance of our HVAC Service, HVAC Installation, and Plumbing teams, making sure the right people, equipment, materials, and schedules are aligned before the first truck rolls.

You’ll be in the shop, on job sites, reviewing the dispatch board, coaching leaders, analyzing KPIs, and addressing issues before they become customer problems or missed revenue opportunities.

If you’re a field-focused operations leader who thrives on accountability, developing people, and improving performance, this is an opportunity to make a measurable impact on a growing home services business.

• Ensure HVAC and plumbing teams are staffed, scheduled, equipped, and ready to perform each day.
• Monitor dispatch, technician utilization, job completion, and field capacity throughout the day.
• Resolve field escalations quickly before they affect customers or revenue.
• Review callbacks, incomplete jobs, and operational issues to identify and address root causes.
• Ensure installation crews have the equipment, materials, and job information needed to complete work efficiently.

• Lead, coach, and develop department leaders, senior technicians, and installation leads.
• Hold regular 1:1s focused on performance, development, and removing operational barriers.
• Conduct ride-alongs, jobsite visits, and field audits to improve technician performance.
• Partner with leadership and HR on hiring, onboarding, development, and performance management.
• Build a culture of accountability, technical excellence, safety, and pride in doing the job right.

• Drive improvement across key field metrics including labor efficiency, callbacks, first-call resolution, job completion, average ticket, and technician utilization.
• Use performance data to identify specific problems and implement corrective action.
• Ensure consistent execution of customer service, jobsite, vehicle, and documentation standards.
• Improve job-costing accuracy by ensuring labor, materials, and technician time are captured correctly.
• Lead callback and quality reviews with a focus on preventing repeat issues.

• Maintain a proactive safety culture across HVAC and plumbing operations.
• Ensure teams follow company policies, OSHA requirements, and trade-specific regulations.
• Oversee vehicle and equipment readiness and address issues that could impact field capacity.
• Support budgeting, headcount planning, and capacity forecasting with field-level insight.
• Serve as a trusted operational partner to the General Manager or Associate Vice President.

• Proven field operations leadership experience in HVAC, plumbing, home services, or a comparable skilled-trades environment.
• Track record of developing frontline leaders and improving technician performance.
• Strong understanding of field KPIs, labor efficiency, callbacks, utilization, and profitability.
• Experience using ServiceTitan or a comparable field-service platform.
• Strong leadership presence with a willingness to spend significant time in the field.
• Clear communicator who can coach, hold people accountable, and make decisions with urgency.
• Working knowledge of safety and OSHA requirements.
• Bachelor’s degree preferred, but strong field leadership experience carries more weight.

Success means the operation runs effectively without constant intervention from the General Manager.

Technicians are productive. Install crews are prepared. Callbacks decline. Jobs are completed on time. Field leaders know their numbers and understand what is expected of them. Problems are addressed quickly, and the same operational issues don’t continue repeating.

Most importantly, you’ll build stronger leaders and stronger field teams while helping Sila consistently deliver the level of service our customers expect.

If you know how to turn a group of talented HVAC and plumbing professionals into a high-performing operation—and you’d rather be where the work happens than managing from behind a desk—we want to talk to you.

Apply today and help lead field operations at Sila Heating & Air Conditioning in Beltsville, MD.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.