Service Manager — Residential & Commercial HVAC Position Summary The Service Manager is responsible for leading and overseeing the company's residential and commercial HVAC service operations. This position manages service technicians, ensures efficient scheduling and assist dispatch with coordination when needed, maintains high standards of workmanship and customer service, and supports the company's financial and operational goals. The Service Manager serves as the primary connection between field technicians, customers, dispatch/office personnel, and company leadership. This role requires strong leadership, organization, communication, technical understanding of HVAC systems, and the ability to make sound decisions in a fast-paced service environment. Essential Responsibilities Service Department Management Oversee daily residential and commercial HVAC service operations. Manage, coach, and hold service technicians accountable for performance, productivity, professionalism, and workmanship. Monitor service calls, technician schedules, job progress, callbacks, and unresolved customer concerns. Ensure technicians have the tools, equipment, materials, and information necessary to complete their work effectively. Establish and enforce service department procedures, standards, and expectations. Identify operational problems and implement solutions to improve efficiency and profitability. Coordinate with dispatch and office management to maintain efficient scheduling and workload distribution, etc. Technician Leadership & Development Conduct regular performance reviews and provide ongoing coaching and feedback. Assist with hiring, onboarding, training, and development of service technicians. Identify technician training needs and coordinate appropriate technical or customer-service training. Ensure technicians follow company policies, safety requirements, installation/service procedures, and applicable HVAC codes. Address performance issues, attendance concerns, customer complaints, and other employee issues in a timely and professional manner. Promote a professional, team-oriented work environment. Customer Service & Escalations Serve as a point of escalation for complex service issues, customer complaints, warranty concerns, and difficult jobs. Communicate directly with customers when additional explanation, troubleshooting, or resolution is required. Ensure customers receive professional, timely, and accurate communication. Review significant complaints and determine appropriate corrective action. Monitor customer satisfaction and identify opportunities to improve the overall service experience. Quality Control Monitor the quality of diagnostic, repair, maintenance, and service work performed by technicians. Review callbacks and repeat service calls to identify root causes and prevent recurring problems. Conduct or coordinate field inspections and quality-control checks when necessary. Ensure service recommendations and repairs are accurate, appropriate, and properly documented. Maintain company standards for workmanship, professionalism, cleanliness, and customer communication. Sales & Department Performance Monitor service department revenue, gross profit, average ticket, billable hours, callback rates, and other key performance indicators. Help technicians improve their ability to identify legitimate repair and replacement opportunities without compromising customer trust. Review service tickets and estimates for accuracy and completeness. Work with management to establish and achieve department goals. Identify opportunities to improve labor utilization, material costs, productivity, and overall profitability. Assist with pricing, service agreements, maintenance programs, and other company initiatives as needed. Commercial HVAC Responsibilities Oversee commercial service calls, preventative maintenance, repairs, and troubleshooting. Coordinate service requirements for commercial customers and property managers. Ensure commercial customers receive timely communication regarding service needs, repairs, estimates, and follow-up work. Help coordinate larger or more complex commercial service projects with technicians, management, vendors, and customers. Maintain awareness of commercial equipment, controls, rooftop units, package units, refrigeration-related systems, and other applicable HVAC equipment. Inventory, Vehicles & Equipment Monitor technician trucks, tools, equipment, and commonly used service parts. Work with management or purchasing personnel to maintain appropriate inventory levels. Address recurring shortages, misplaced equipment, or unnecessary inventory expenses. Ensure company vehicles and equipment are maintained and presented professionally. Safety & Compliance Promote and enforce safe work practices. Ensure technicians follow company safety policies, OSHA requirements, applicable HVAC codes, and manufacturer specifications. Address unsafe work practices immediately. Assist with incident reporting and investigations when necessary. Maintain required licenses, certifications, and training standards for applicable personnel. Administrative Responsibilities Review service tickets, technician notes, estimates, invoices, and warranty documentation. Approve or review warranty and callback work as appropriate. Maintain accurate service department records and documentation. Participate in management meetings and provide recommendations regarding staffing, equipment, processes, and departmental needs. Communicate service department needs and performance to company ownership/upper management. Process weekly payroll commissions per tech. Required Qualifications Proven experience in the HVAC industry, preferably in residential and commercial service. Previous supervisory or management experience required. Strong understanding of HVAC diagnostics, repairs, maintenance, and service practices. Ability to read and understand equipment specifications, wiring diagrams, and manufacturer documentation. Strong leadership and communication skills. Ability to manage multiple priorities in a fast-paced environment. Strong problem-solving and decision-making abilities. Excellent customer-service skills. Ability to hold employees accountable while maintaining a professional and productive work environment. Valid driver's license and acceptable driving record. Ability to work in residential, commercial, office, and outdoor environments as needed. Preferred Qualifications HVAC certification and/or applicable state or local licensing. EPA Universal certification. Experience managing residential and commercial service technicians. Experience with HVAC service software and dispatching systems. Experience with service agreements and preventative maintenance programs. Experience monitoring departmental financial and performance metrics. Experience with hiring, training, and performance management. Key Performance Indicators The Service Manager may be evaluated based on: Service department revenue and profitability Technician productivity and efficiency Billable hours Average service ticket Callback and repeat-service rates Customer satisfaction Service agreement growth and retention Estimate conversion Technician retention and performance Safety performance Quality-control results Timeliness of service completion Inventory and vehicle management Compliance with company policies and procedures Physical & Work Requirements This position may require: Sitting, standing, walking, bending, climbing, and working in mechanical spaces. Occasional work in attics, crawl spaces, rooftops, mechanical rooms, and other HVAC environments. Exposure to extreme temperatures, dust, noise, and outdoor weather conditions. Occasional lifting of HVAC equipment, tools, and materials. Working outside normal business hours when emergency service situations or operational needs require it. Authority & Accountability The Service Manager is expected to take ownership of the day-to-day service department and proactively address operational issues rather than simply reacting to problems. The position has authority to direct technician activities, enforce department standards, resolve customer service issues within established company guidelines, recommend disciplinary or corrective action, and make operational recommendations to company leadership. The Service Manager is ultimately accountable for maintaining a safe, professional, profitable, efficient, and customer-focused HVAC service department. Pay, benefits, and commission will be determined based on experience, and will be discussed during the interview.

Job Type:

Full-time Pay:

$70,000.00 - $80,000.00 per year

Benefits:

Company truck Employee discount Fuel card Paid time off People with a criminal record are encouraged to apply

Education:

High school or equivalent (Preferred)

Experience:

HVAC:

4 years (Preferred)

License/Certification:

EPA Type II or Universal (Preferred)

Work Location:

In person