Ohio​/Kentucky HVAC​/R Service Manager

The Service Manager is responsible for overseeing service operations within an assigned territory while ensuring high-quality support for customers, technicians, and internal teams. This role leads service performance, supports technician development, and works cross-functionally to maintain efficient operations and strong customer relationships

The Service Manager embodies the company’s core values of Care, Collaboration, and Consistency by delivering reliable service solutions, fostering teamwork between departments, and ensuring a consistent and positive experience for both customers and employees. This position plays a critical role in maintaining operational performance, customer satisfaction, and sustainable territory growth.

• Maintain, support, and strengthen relationships with customers, employees, vendors, and business partners within the assigned territory.
• Grow revenue, customer diversity, and active customer site count in partnership with the Business Development team.
• Establish and maintain professional relationships with customer administrators, field advocates, and internal leadership
• Identify customer technical needs and coordinate solutions with internal operational and administrative teams.
• Ensure contractual service expectations such as response times, service completion, and communication standards are met.
• Report and elevate product loss or critical incidents to leadership within required time frames.
• Travel to customer locations as needed to address operational or technical concerns.

• Lead daily service operations within the assigned territory while maintaining service quality and efficiency.
• Coordinate with dispatch to manage service schedules, priorities, and technician workload.
• Monitor operational metrics and identify opportunities for performance improvement, including:

Refrigerant consumption

Call volume

Recurring technical issues

Parts ordering and availability

Dispatch efficiency

Service call bundling

Billing efficiency

• Ensure the territory operates in alignment with company operational standards and profitability targets.
• Support company initiatives aimed at improving operational performance and service delivery.

• Provide leadership, guidance, and technical support to field technicians.
• Monitor technician performance in key areas including technical ability, communication, professionalism, documentation quality, and time management.
• Conduct regular team meetings and one-on-one discussions to support training, performance improvement, and communication.
• Assist with recruiting, interviewing, onboarding, and training new technicians as territory growth requires.
• Promote a culture of safety, professionalism, and customer-focused service.
• Financial & Business Performance
• Work to achieve and maintain company gross margin targets for the assigned territory.
• Identify cost-saving opportunities and operational efficiencies.
• Review service quotes, proposals, and invoices when necessary.
• Generate estimates and bids for service projects or contract work when required.
• Support business development initiatives by identifying new service opportunities and expanding services with existing customers.

• Work closely with Regional Directors, Dispatch, Parts, Billing, and Business Development teams to support operational success.
• Coordinate with vendors and subcontractors to ensure proper support when needed.
• Collaborate with construction and special project teams operating within the assigned territory.
• Maintain communication with manufacturers and vendors regarding warranty issues, product recalls, and equipment performance concerns.

• Maintain strong working knowledge of commercial refrigeration and HVAC systems.
• Provide technical troubleshooting support to field technicians when necessary.
• Support diagnostics and repairs related to:
• Walk-in coolers and freezers
• Reach-in refrigeration units
• Refrigeration rack systems and glycol systems
• Ice machines and refrigeration equipment
• Commercial rooftop units (RTU), split systems, and mini-split systems
• Energy Management Systems (EMS)
• Refrigeration control systems and electronic controllers
• Understand and assist with controller troubleshooting, programming, and replacement when required.
• Stay informed on equipment updates, programming changes, and technical developments impacting customer systems.

• Maintain strong service…