Regional Service Manager

The Regional Service Manager is responsible for overseeing all service operations across multiple HVAC business units within the Southeastern Massachusetts and Rhode Island regions. This role drives consistency, operational efficiency, safety, technician performance, and customer satisfaction by standardizing service processes, improving productivity, and supporting local service teams. The Regional Service Manager partners closely with Installation Managers, Sales, Dispatch, and Operations leadership to ensure profitable, high-quality service delivery and long-term customer retention.

Essential Duties & Responsibilities include, but are not limited to:

• Oversee day-to-day service operations across multiple branches, ensuring alignment with company standards and performance expectations
• Drive consistency in service processes, dispatching, documentation, and customer experience across all business units
• Establish and enforce field service best practices, SOPs, and safety protocols
• Monitor and improve key performance indicators (KPIs) including technician productivity, average ticket value, maintenance agreement growth, first-time fix rate, callback rates, and gross margin
• Partner with Service Titan and operations teams to ensure accurate scheduling, invoicing, technician tracking, and service closeout processes
• Review service performance metrics, labor utilization, and operational reporting to identify risks and implement corrective actions
• Collaborate with Sales and Customer Service teams to support lead generation, customer retention, and service agreement growth
• Support workforce planning, including headcount forecasting, technician allocation, on-call scheduling, and subcontractor utilization
• Lead regular operational reviews with branch leadership to track performance and drive accountability
• Ensure compliance with all company safety standards, licensing requirements, and regional code regulations
• Standardize inventory management, truck stock processes, and parts procurement to reduce delays and improve efficiency
• Identify opportunities for continuous improvement, including process optimization, technology adoption, and workflow enhancements

Leadership & Team Development

• Provide direct leadership and guidance to Service Managers, Dispatch teams, and field technicians across multiple locations
• Coach and develop service leaders to improve technical skills, leadership capability, sales performance, and operational discipline
• Support hiring, onboarding, training, and performance management of service personnel
• Promote a culture of accountability, safety, customer service, and high performance across all teams
• Partner with apprenticeship and training programs to ensure proper development and supervision of junior technicians

Financial & Operational Oversight

• Own regional service P&L performance, including revenue, gross margin, labor efficiency, and maintenance agreement growth
• Ensure accurate service reporting, forecasting, invoicing, and revenue recognition practices
• Identify and address inefficiencies, excessive callbacks, warranty exposure, and operational cost overruns
• Support pricing strategy, service agreement structure, and labor rate alignment in partnership with leadership
• Monitor fleet utilization, overtime trends, and operational expenses to improve profitability

Customer & Stakeholder Management

• Ensure high levels of customer satisfaction through responsive communication, quality service delivery, and timely issue resolution

• Act as an escalation point for complex customer concerns or operational issues
• Coordinate with internal stakeholders (Installation, Controls, Engineering, Sales, and Customer Service teams) to deliver integrated solutions
• Support strategic customer relationships and key accounts across the region

Required Education and Experience:

• 7+ years of experience in HVAC service operations, with multi-site or supervisory responsibility preferred
• Proven experience managing commercial and/or residential HVAC service teams
• Strong understanding of service operations, technician productivity, maintenance agreements, and operational KPIs
• Experience with Service Titan or similar field service management systems strongly preferred
• Proficiency in Microsoft Office, particularly Excel, Outlook, and Teams
• Working knowledge of regional codes, licensing, and compliance requirements
• Demonstrated leadership ability in managing distributed teams across multiple locations
• Strong organizational, communication, customer service, and problem-solving skills

Work Environment, Position Type and Expected Hours:

This job operates in a professional field environment with a mix of local travel and office time. In addition to occasionally traveling to field work sites, will also be exposed to varied indoor and outdoor environments. This role routinely involves standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. It is a full-time 40+ hour position. Days and hours of work may vary but are typically Monday…