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Job Description
Full job description Service Manager -
Residential HVAC Our Core Values Guide How We Work:
Own the Outcome Protect the Customer Use Good Judgment Do What You Say Communicate Early and Clearly Stay Steady Under Pressure Be Precise Where It Counts The Role The Service Manager leads the daily operations of the residential service department. This role is responsible for technician performance, service quality, KPI management, field accountability, customer experience, and department production. This is not a passive office role and it is not a training ground for someone trying management for the first time. The Service Manager is expected to lead from the front by coaching technicians, monitoring performance, maintaining standards, reviewing reports, supporting the field in real time, and holding the team accountable without letting morale slip. You will work closely with dispatch, office staff, and technicians to keep the department organized, productive, and aligned. - Leadership Expectations This role requires a leader who is comfortable setting expectations, enforcing standards, coaching performance, and addressing problems directly.
You will regularly:
Conduct technician ride-alongs for coaching, development, and quality control Review ServiceTitan dashboards, reports, and KPIs daily Hold technicians accountable to company processes and performance standards Support technicians with diagnostics, job strategy, pricing direction, and customer situations Maintain team morale while still enforcing discipline and consistency Be reachable and available while technicians are actively running calls Address breakdowns in process, professionalism, communication, and execution quickly Success in this role requires the ability to balance accountability, standards, urgency, and leadership presence . - Key ResponsibilitiesField Leadership Manage and coach residential service technicians Conduct regular ride-alongs to evaluate field performance Train and reinforce proper diagnostics, customer communication, and service process Maintain technician discipline, professionalism, and consistency in the field Service Operations Oversee the daily service board and technician productivity Coordinate with dispatch to ensure proper technician assignment and job readiness Resolve job issues, parts delays, schedule breakdowns, and field obstacles quickly Keep the department aligned during active service hours, not after the damage is done Performance Management The Service Manager is expected to monitor and improve key service KPIs including: Revenue per technician Average service ticket Repair conversion rate Callback rate Technician productivity Maintenance agreement opportunities Job notes, invoicing accuracy, and process compliance Comfort with metrics, reporting, and performance coaching is essential. Customer Experience Handle escalated customer situations professionally and decisively Ensure technicians represent the company well Protect the customer experience while maintaining operational standards Reinforce a service process that is clear, professional, and consistent Process Discipline Ensure the team follows company systems and expectations including: Service call procedures Diagnostic standards Repair presentation process Documentation and invoicing requirements Communication standards with office staff and customers Follow-through on open items, unsold work, callbacks, and field issues Schedule Typical schedule: Monday - Friday, Approximately 7:00 AM - 5:00 PM . Additional availability is required during peak season and while technicians are still actively running calls. This role requires real operational coverage. A Service Manager must be available to support the team during the hours the department is producing work. Qualifications 5+ years of service industry experience required Prior field leadership, service management, or operations management experience required HVAC experience is strongly preferred, but we will consider candidates from other service trades or field service industries with strong leadership and operational experience Proven experience managing technicians or field teams Strong understanding of KPIs, performance management, and accountability systems Experience conducting ride-alongs, coaching field employees, and enforcing standards Strong communication, organization, and decision-making skills Experience with ServiceTitan or similar field service management software preferred Successful KPI based team management with proven results. Who This Role Is Not For This role is not for someone looking for their first management opportunity . This role is not for a candidate who wants to supervise casually, avoid accountability conversations, or simply keep the peace . This role is not for someone who struggles with discipline, follow-through, urgency, or team standards . This role is not for someone who We are looking for someone who has already led people, managed performance, worked inside a KPI-driven environment, and understands how to maintain both accountability and morale. Candidates without prior leadership or operations management experience are unlikely to be a fit. Compensation & Benefits Competitive salary based on experience Performance incentives tied to department results Medical, dental, and vision insurance 401(k) with company match Paid time off Growth opportunity within a structured and growing company Take home vehicle Company phone Laptop Who Succeeds Here The leaders who succeed at Esser do not hide from problems, avoid hard conversations, or lower standards to keep things comfortable.
They:
Set clear expectations Follow through Use data to manage performance Maintain standards in the field Support technicians in real time Communicate directly Hold the line without losing the team If you are an experienced field leader who understands accountability, discipline, KPIs, ride-along coaching, technician development, and operational execution, we want to hear from you. When applying, please include a brief note describing: The size of the field team you have managed The KPIs you were responsible for and the results your produced Your experience using ServiceTitan or similar software and how you leveraged it
Job Type:
Full-time Pay:
$85,000.00 - $115,000.00 per year
Benefits:
401(k) matching Dental insurance Health insurance Paid time off Vision insurance
