HVAC Service Operations Manager Air HVAC Richmond, VA Job Details Full-time $95,000

•$110,000 a year 1 day ago Qualifications Customer communication Field service Team leadership Operations coordination Coaching Service scheduling Workplace dispute resolution Team scheduling HVAC system installation Team development Key Performance Indicators Driver's License Master HVAC license Decision making Recruiting Refrigeration Leading team collaboration initiatives HVAC system repair Management reporting Building installation safety compliance Process management Mechanical knowledge Full Job Description HVAC Operations Manager

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Virginia Master HVAC License Required Location:

Greater Richmond /

Central Virginia Job Type:

Full-time Pay:

$95,000

•110,000 per year

Bonus:

Performance-based annual incentive opportunity of 15-25% of base salary About the Role A growing residential and light-commercial HVAC company is seeking an experienced HVAC Operations Manager to take ownership of day-to-day field operations. This is not a desk-only management position. We are looking for a hands-on HVAC leader who can improve technician performance, service profitability, customer experience, scheduling, job execution, and overall accountability. The right candidate will understand both the technical and business sides of HVAC and will be comfortable leading technicians, reviewing performance numbers, solving operational problems, and building stronger systems. A current and active Virginia Master HVAC Tradesman license is required. Applicants without this license will not be considered. What You'll Be Responsible For Lead day-to-day HVAC service and field operations. Manage technician scheduling, dispatch coordination, routing, workload, and job readiness. Lead, coach, develop, and hold technicians accountable. Conduct morning huddles, schedule reviews, technician check-ins, and weekly KPI meetings. Ensure service calls, repairs, maintenance, replacements, and installations are completed efficiently. Monitor open jobs, callbacks, unsold estimates, customer complaints, and aging work orders. Make real-time decisions involving technician assignments, overtime, scheduling conflicts, parts availability, and customer escalations. Improve communication and handoffs between technicians, dispatch, customer service, sales, and leadership. Ensure technicians properly document work and close out jobs. Support recruiting, onboarding, training, ride-alongs, performance reviews, and corrective coaching. Help develop and enforce SOPs, technician scorecards, and accountability systems. Oversee service quality, warranty issues, callbacks, and customer recovery. Support installation and replacement scheduling, readiness, quality, and closeout. Help maintain compliance with Virginia HVAC licensing, permitting, inspection, safety, and trade requirements. Maintain accurate operational data and job status information in Housecall Pro or a comparable field-service system. Performance & Profitability This role will be accountable for more than simply keeping the schedule full. You will be expected to monitor and improve: Service revenue Gross margin Technician productivity Billable utilization Average ticket Labor efficiency Schedule adherence Callback rate First-time-fix performance Unsold estimate follow-up Customer satisfaction Overtime and controllable field expenses We are looking for someone who can use these numbers to improve the operation — not simply report them. Leadership Expectations The HVAC Operations Manager will have meaningful responsibility and authority over day-to-day field operations. We are looking for a leader who: Takes ownership instead of waiting for direction. Identifies problems early and brings solutions. Holds team members accountable. Makes decisions quickly when operational issues arise. Communicates clearly with ownership. Can help turn an inconsistent operation into a disciplined and scalable one. Is comfortable working in a growing company where systems and processes are still being improved. Sales & Customer Experience This role will also help improve revenue opportunities and the customer experience by: Coaching technicians on clearly presenting repair options. Helping technicians identify appropriate repair-versus-replacement opportunities. Ensuring replacement opportunities are documented and followed up. Reviewing unsold estimates and open opportunities. Addressing significant customer complaints and service failures. Investigating recurring callbacks and warranty concerns. Helping protect the company's reputation and customer relationships. Our approach is customer-focused and consultative. We are not looking for aggressive sales tactics. Required Qualifications Current and active Virginia Master HVAC Tradesman license —

REQUIRED

7+ years of HVAC service, installation, mechanical, or field experience. 3+ years of leadership experience managing HVAC technicians, installers, dispatchers, or field-service teams. Demonstrated experience managing scheduling, dispatch, service delivery, and technician performance. Strong understanding of residential HVAC service operations. Experience using operational and financial KPIs to improve results. Knowledge of HVAC codes, permitting, inspections, safety requirements, and refrigerant-handling requirements. Strong coaching, leadership, communication, and conflict-resolution skills. Valid driver's license. Ability to work in a field-based Central Virginia service environment. Experience with field-service, dispatch, CRM, or reporting software. Preferred Qualifications EPA Section 608 certification. Experience with Virginia contractor licensing, permitting, inspections, or DPOR-related compliance. Experience serving as a responsible manager, qualified individual, or comparable licensed leader. Experience managing both residential and light-commercial HVAC operations. Experience with Housecall Pro, ServiceTitan, FieldEdge, or comparable platforms. Experience improving or scaling an underperforming HVAC service operation. Experience developing SOPs, scorecards, and technician accountability systems. What Success Looks Like Success in this role means: Better technician productivity. Higher service revenue and gross margin. Fewer callbacks and missed appointments. Stronger accountability. Better customer experiences. Better follow-up on estimates and replacement opportunities. Cleaner job documentation and closeout. Stronger recruiting and technician retention. Improved scheduling and operational discipline. Fewer problems that require ownership to step into daily operations.

Compensation Base Salary:

$95,000

•110,000 annually Compensation will depend on experience, active Virginia Master HVAC licensure, leadership background, technical knowledge, and demonstrated success managing HVAC operations. The role is also eligible for a performance-based annual bonus targeted at 15-25% of base salary based on agreed operational, financial, quality, safety, and customer-service goals. Confidential Search This is a confidential search. Additional information regarding the company and operating environment will be provided to qualified candidates during the interview process. Please do not contact businesses directly regarding this opportunity. Equal Opportunity Employer We are an equal-opportunity employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable law.

Pay:

$95,000.00

•$110,000.00 per year

Work Location:

In person