Position Type: Full-Time
Pay Range: $90,000 -$95,000 annually (based on experience)
Position SummarySouthern Mechanical is seeking an experienced
HVAC Service Manager - Head of HVAC Warranty. In this role, you will be responsible for leading all HVAC warranty operations, ensuring timely and high-quality resolution of warranty claims while delivering exceptional customer service. This role oversees warranty technicians, service coordinators, and administrative processes to ensure compliance with manufacturer requirements, company standards, and customer expectations.
The ideal candidate is a strong leader with extensive HVAC service experience, excellent organizational skills, and the ability to improve operational efficiency while maintaining high customer satisfaction.
Benefits - Medical, Dental, and Vision Insurance
- Company-Paid Basic Life Insurance
- Short-Term & Long-Term Disability
- 401(k) Retirement Plan
- Paid Holidays
- Paid Time Off (PTO)
- Professional Development & Career Growth Opportunities
Key Responsibilities Leadership & Team Management - Lead, mentor, and supervise the HVAC warranty service department
- Recruit, train, and evaluate warranty technicians and support staff
- Establish performance goals and conduct regular team meetings
- Promote a culture of accountability, safety, and customer service excellence
Warranty Operations - Manage all residential and commercial HVAC warranty claims from initiation through completion
- Ensure warranty work is completed accurately, efficiently, and within manufacturer guidelines
- Review and approve warranty documentation for accuracy and completeness
- Coordinate with manufacturers and distributors regarding warranty approvals, reimbursements, and claim resolutions
- Monitor warranty expenses and maximize manufacturer reimbursement opportunities
Service Management - Schedule and coordinate warranty service calls for optimal technician utilization
- Prioritize emergency warranty requests and escalated customer concerns
- Monitor service quality through inspections and customer follow-up
- Develop and implement standard operating procedures for warranty operations
Customer Relations - Serve as the primary point of contact for escalated warranty issues
- Resolve customer concerns professionally and promptly
- Maintain high levels of customer satisfaction through effective communication and timely follow-up
- Collaborate with installation, sales, and operations teams to resolve recurring issues
Financial & Administrative Responsibilities - Track warranty labor, material costs, and reimbursement revenue
- Prepare departmental reports, KPIs, and operational metrics
- Monitor department budgets and identify cost-saving opportunities
- Maintain accurate service records and warranty documentation
- Ensure compliance with company policies and manufacturer requirements
Quality Assurance - Analyze warranty trends and identify recurring equipment or installation issues
- Recommend corrective actions to reduce warranty callbacks
- Ensure technicians follow all safety regulations, company policies, and industry best practices
- Drive continuous improvement initiatives throughout the warranty department
Qualifications Required - 5+ years of HVAC service experience
- 3+ years in a supervisory or management role
- Strong knowledge of residential and commercial HVAC systems
- Experience managing HVAC warranty claims and manufacturer processes
- Excellent leadership and conflict-resolution skills
- Strong organizational and time-management abilities
- Proficiency with HVAC service management software and Microsoft Office
- Valid driver's license with a clean driving record
Preferred - EPA Section 608 Certification
- NATE Certification or equivalent
- Experience with multiple HVAC manufacturers
- Bachelor's degree in Business Management, Construction Management, or a related field (preferred but not required)
Skills & Competencies - Leadership and team development
- Customer relationship management
- HVAC diagnostics and troubleshooting
- Warranty administration
- Project coordination
- Budget and cost management
- Process improvement
- Strong written and verbal communication
- Problem-solving and decision-making
- Attention to detail
Key Performance Indicators (KPIs) - Warranty claim turnaround time
- Customer satisfaction scores
- First-time fix rate
- Technician productivity
- Warranty reimbursement recovery rate
- Callback reduction percentage
- Department profitability
- On-time service completion
- Safety compliance
Physical Requirements - Ability to occasionally inspect job sites and mechanical equipment
- Ability to lift up to 50 pounds when necessary
- Ability to work in indoor and outdoor environments
- Occasional travel to customer locations and manufacturer meetings
