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 KPIsExperience with Service Titan or similar field service management…