Job Summary
The HVAC Service Manager is responsible for leading, coordinating, and optimizing the service department's operations. This role oversees service technicians, manages customer relationships, ensures safety and quality standards, and drives profitability through effective scheduling, performance management, and continuous improvement. The Service Manager serves as the key link between field operations, customers, and company leadership.
Key Responsibilities
Leadership & Team Management
• Lead, mentor, and develop HVAC service technicians and support staff
• Conduct performance evaluations, coaching, and disciplinary actions as needed
• Support recruiting, onboarding, and training of service personnel
• Promote a strong safety culture and enforce company and regulatory safety standards
Operations & Service Delivery
• Oversee daily service operations, scheduling, and dispatching to ensure efficiency and responsiveness
• Ensure service work is completed on time, within scope, and to quality standards
• Review service tickets, work orders, and job documentation for accuracy and completeness
• Coordinate with project managers, sales, and operations teams as needed
Customer Relations
• Serve as primary escalation point for customer issues and service concerns
• Build and maintain strong relationships with key customers
• Ensure high levels of customer satisfaction and retention
• Support service contract renewals and identify opportunities for additional services
Financial & Performance Management
• Manage service department budgets, labor utilization, and productivity metrics
• Review service pricing, estimates, and change orders
• Monitor KPIs such as response time, first-call resolution, backlog, and profitability
• Support forecasting and workload planning
Compliance & Continuous Improvement
• Ensure compliance with company policies, codes, and industry regulations
• Drive continuous improvement in processes, tools, and service delivery
• Support implementation of new technologies, systems, and best practices
Qualifications
Required
• 5+ years of HVAC service experience, with leadership or supervisory experience preferred
• 3-5 years of experience leading a team
• Strong technical knowledge of HVAC systems (commercial preferred)
• Proven ability to manage teams and service operations
• Strong communication, organizational, and problem-solving skills
• Valid driver's license and clean driving record
Preferred
• HVAC certifications and/or trade licenses
• Experience managing service contracts and maintenance agreements
• Familiarity with service management software and dispatch systems
• Financial acumen and experience managing budgets
Physical & Work Requirements
• Ability to visit job sites and occasionally assist in field operations
• Ability to work extended hours as needed to support service demands
• Comfortable working in mechanical rooms and construction environments
What We Offer
• Competitive compensation and performance incentives
• Benefits package including health, dental, vision, and retirement plans
• Company vehicle or vehicle allowance (if applicable)
• Opportunities for career growth and leadership development
