A Customer Service Manager manages staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
HVAC Service Technicians, Maintenance Technicians, Apprentices, Team Leads (as assigned)
Salary:
$90,000-$120,000 + bonus Position Summary The HVAC Service Manager leads a large team of service technicians, balancing customer experience, employee development, operational excellence, and financial performance. This role is the central hub of the service department — the person who keeps things moving when priorities shift, information is incomplete, and competing demands need to be sorted out in real time. Success here isn't about having all the answers. It's about staying calm and confident under pressure, making sound calls with partial information, and creating stability for the team even when the day isn't going to plan. We're not looking for a manager who simply directs work. We're looking for a leader who earns trust quickly, develops people, and drives results through relationships, accountability, and sound business judgment — someone who can hold both the customer experience and the long-term health of the business in mind at the same time. Key Responsibilities Leadership & Team Development Coach and develop technicians, apprentices, and future leaders through ride-alongs, 1:1s, and field engagement Recruit, hire, onboard, and retain top talent; identify and grow future leaders Build individual development plans and give clear, consistent performance feedback Foster accountability, teamwork, and continuous improvement Customer Experience & Operations Serve as primary escalation point for customer and employee conflicts; resolve with professionalism and sound judgment Manage daily operations — scheduling, capacity, technician assignment — partnering with dispatch and sales to maximize department performance Drive consistency in service standards and execution Financial & Business Leadership Own department KPIs, budgeting, labor management, and profitability Analyze trends and identify improvement opportunities Balance customer, employee, and business needs in decision-making Partner with leadership on strategic initiatives Required 3-5+ years leadership experience, including teams of 15+ Residential home service leadership experience (HVAC is a plus) Proven track record coaching, developing, and retaining employees Strong conflict resolution, communication, and customer service skills Experience managing performance through KPIs/metrics Business and financial acumen; ability to lead in fast-paced, ambiguous environments ServiceTitan experience (Preferred) Experience leading teams through growth/organizational change and succession planning
Job Type:
Full-time Pay:
$90,000.00 - $120,000.00 per year Application Question(s): Are you currently subject to a non-compete, restrictive covenant, or similar employment agreement that may limit your ability to accept this role?
