Service Manager

Service Manager - Meridian Location HVAC, Plumbing & Electrical • Environment Masters Nov 9, 2026 • Position summary The Service Manager runs the day-to-day service operation at Environment Masters' Meridian location across all three trades: HVAC, plumbing, and electrical. This is a hands-on leadership role in a smaller branch, so the manager is close to every technician, every call, and every number. The core of the job is coaching. The Service Manager owns our service processes at Meridian, teaches them, holds the team accountable to them, and backs the team up when things get hard. He or she reviews calls and performance regularly, runs the weekly team meeting, and keeps everyone pacing toward the branch's revenue and margin goals. Location: Meridian branch, in office and in the field. Status: Full-time, exempt. Reports to: [General Manager / Director of Operations]. Direct reports: HVAC, plumbing, and electrical service technicians and [dispatcher / CSR] for Meridian. Compensation Base salary is $85,000 per year, plus a performance bonus tied to three branch results: Gross Margin dollars, Gross Margin percentage, and Revenue. The bonus rewards profitable growth, not just volume. Targets and payout amounts below are placeholders to confirm before posting. Bonus component What it measures Weight Target (to confirm) Paid Gross Margin dollars Total GM dollars produced by Meridian service 50% [GM dollars per quarter] Quarterly Gross Margin % Blended service GM% across all three trades 20% [GM percent] Quarterly Revenue Total Meridian service revenue 30% [Revenue per quarter] Quarterly Target annual bonus is [amount or percent of base] at 100% of plan, with a scaled payout for partial and over-achievement. A minimum Gross Margin % floor applies before any revenue or GM-dollar bonus pays out, so growth never comes at the expense of margin. Benefits include [medical, dental, vision, 401(k) with match, paid time off, company vehicle or vehicle allowance, phone, and ongoing training]. Key responsibilities Coach the process and hold the line on it • Own the Environment Masters service process at Meridian: the call flow, diagnostic steps, membership sales, options presentation, pricing, and job close-out, across HVAC, plumbing, and electrical. • Teach the process to every technician, ride along in the field, and coach in the moment rather than after the fact. • Hold each person accountable to the process with clear expectations, documented follow-up, and consistent consequences. Address gaps early and directly. Review calls and performance • Review recorded calls, job notes, and invoices weekly for every technician. Look for process adherence, options offered, pricing accuracy, and customer experience. • Track each technician's close rate, average ticket, gross margin, callbacks, and customer reviews. Share the numbers one-on-one, with specific coaching on what to change next. • Give credit publicly and correct privately. Build a team people want to stay on. Run the weekly rhythm • Lead a weekly team meeting: where the branch stands against monthly revenue and margin pacing, what is working, what needs to change this week, and training on one process topic. • Hold short one-on-ones with each technician on their own numbers and development. • Report branch pacing, staffing, and issues to the General Manager weekly. Support the team and the customer • Be the first call when a technician is stuck on a diagnosis, a tough customer, or a pricing question. • Handle escalated customer concerns personally and resolve them in a way that protects the relationship and the margin. • Partner with dispatch on scheduling so the right technician gets the right call, and capacity matches demand. Run the branch • Recruit, interview, onboard, and retain technicians. Plan staffing against seasonal demand. • Enforce safety, licensing, vehicle, and inventory standards. • Manage service-side expenses, callbacks, and warranty work to protect gross margin. What success looks like In the first 90 days, the Service Manager has ridden along with every technician, reviewed calls for each of them at least twice, run the weekly meeting without a miss, and set a written pacing goal for the branch each month. Ongoing, the role is measured on these numbers, reviewed every week with the General Manager: Measure Why it matters Gross Margin dollars The bonus driver and the branch's contribution to the company Gross Margin % Pricing discipline and job efficiency across all three trades Revenue vs. monthly pacing goal Whether the team is on track, caught early enough to act Close rate and average ticket per technician Evidence the process is being followed on every call Callback rate Quality of work and diagnosis Customer reviews and ratings Customer experience and reputation in Meridian Technician retention Whether people are coached and supported, not just managed Qualifications Required • 5+ years in residential service (HVAC, plumbing, or electrical), with at least 2 years leading or supervising technicians. • Working knowledge of all three trades: able to talk through a diagnosis, pricing, and options with any technician on the team, even outside your own trade. • A track record of coaching people to a defined process and holding them to it, with results you can describe in numbers. • Comfortable reviewing recorded calls and performance data and turning it into specific, supportive coaching. • Strong command of service financials: gross margin, average ticket, close rate, and revenue pacing. • Experience running structured team meetings and one-on-ones. • Valid driver's license and clean driving record. Able to pass a background check and drug screen. Preferred • EPA 608 certification. • Experience with [ServiceTitan or similar field-service software]. • Experience in a membership or maintenance-agreement model. • Prior P&L or branch-level responsibility. Who does well here Someone who holds a high standard and still has the team's back. Direct, consistent, calm under pressure, and more interested in building people than in being the best technician in the building. Working conditions and how to apply This is a full-time, salaried role based at the Meridian branch, with regular time in the field riding along with technicians and visiting customers. Expect some early mornings, occasional evenings during peak season, and availability by phone for technician and customer escalations. Must be able to drive, climb ladders, enter attics and crawl spaces, and lift 50 lbs for ride-along and quality-check purposes.