Position Overview:The Residential Paid Service Manager oversees Villara's Residential Home Services HVAC and Plumbing service Departments. This leader is responsible for recruiting, hiring, and managing service technicians. The role includes ensuring compliance with company policies, growing department revenue, improving profitability, and ensuring service levels exceed industry standards. Success in this role requires a strong sales mindset, strategic thinking, and excellent leadership skills.
Key Responsibilities:Team Leadership & Development:- Recruit, train, and manage HVAC/Plumbing service technicians.
- Develop and deliver technical, sales, and safety training programs.
- Facilitate weekly meetings focused on technical and soft skills.
- Support technician onboarding, and service fleet needs.
- Develop, maintain, and audit truck inventories,
- Serve as a liaison for technician training throughout the pipeline.
- Conduct frequent ride-along and shadow calls-especially for lower-performing technicians.
Operational Excellence:- Manage service operations to meet revenue, labor, and profitability goals.
- Respond immediately to customer concerns from calls, emails, surveys, or social media.
- Coordinate with dispatch and customer service to optimize tech schedules using "Dispatching for Profits" principles.
- Review and approve new products, services, and tools.
- Maintain compliance with local, state, federal, and OSHA regulations.
- Support CertainPath goals and philosophies.
Sales & Customer Relations:- Drive sales of repairs and retrofit installations from service calls.
- Maximize lead opportunities and grow club membership client base.
- Support positive contractor relationships.
- Support corporate lean activities and participate in lean training.
- Ensure exceptional internal and external customer experiences.
- Support the construction side of Villara.
Administrative Duties:- Track and report on performance against revenue and labor budgets.
- Match timecards and invoices between SAP and ServiceTitan.
- Maintain truck and inventory management systems; perform audits.
- Complete paperwork related to field techs, evaluations, and expenses.
Behavioral Expectations:- Strong problem-solving and conflict-resolution skills.
- Highly organized, self-motivated, and proactive.
- Able to work independently or in a dynamic team environment.
- Creates and supports a positive workplace culture.
- Calm under pressure; dependable and punctual.
Working Conditions:- Frequently required to stand, walk, and perform on-site inspections.
- Ability to lift/move up to one hundred pounds.
- Must be able to use hand and power tools, climb ladders, and work in high areas.
- Frequent job site visits in varying weather conditions, up to 40% or your day.
- Travel between job sites as required.
Education and Experience:Bachelor's degree (BA) or equivalent or 5+ years of HVAC/Plumbing management experience.
Performance Standards:- Revenue Growth
- Profitability
- Safety Compliance
- Customer Satisfaction
- Employee Development & Management
