Service Manager

About Synergy3

Synergy3 is one of New Jersey's fastest-growing home services companies, a top-performing partner in the PSEG utility programs network and the operator of a rapidly expanding residential HVAC, plumbing, and insulation business. We are building the most technically capable, customer-obsessed home services team in the tri‑state, and we are investing heavily in the people and infrastructure to do it.

Location:

Edison, NJ

Reports to:

VP, Residential Operations

Type:
Full-Time, Salary + Bonus

The Service Manager is the operational and technical leader of our residential service department. You will own the day-to-day performance of our service technicians, the customer experience they deliver, and the financial results of the department.

What makes this role different from any other Service Manager job in the tri-state: you will run all technical training out of our brand-new, in‑house Synergy3 Training Lab, a state‑of‑the‑art facility purpose‑built to develop technicians faster, more safely, and to a higher standard than they could ever reach in the field. Training is not a side project here. It is a core responsibility of this role and the engine that drives every other KPI you’re measured on.

A live, hands‑on training environment featuring fully operational HVAC systems (furnaces, air handlers, heat pumps, ductless mini‑splits, condensers), plumbing fixture and water heater stations, ductwork mock‑ups, insulation demo bays, and instrumented diagnostic boards. Every common system, every common failure mode recreated, accessible, and ready to be torn into without a customer in the room. This is your classroom and your laboratory.

• Own the technical development of every service technician on the team. Build, deliver, and continuously improve a structured training curriculum that takes a tech from day one through master‑level competency.
• Run weekly hands‑on training sessions in the lab. Block time is sacred; every tech is in the lab on a recurring cadence, not just when there's downtime. Sessions blend classroom instruction with live diagnosis, repair, and installation on real equipment.
• Design and lead a structured 30/60/90‑day onboarding program for new hires centered in the training lab, competency‑gated, with practical skill checks before a tech ever runs a call solo. New techs prove out in the lab; we do not learn on the customer. 30‑day test passing will continue their employment.
• Build and maintain the Synergy3 Technician Career Ladder (Tech Level 1, Tech Level 2, Tech Level 3 Master Tech), with lab‑based skill assessments as the gating mechanism for each promotion and pay‑band advancement.
• Host OEM and manufacturer‑certified training in the lab. Partner with Carrier, Mitsubishi, Bradford White, Navien, Rheem, and others to bring factory trainers and certifications to our team on‑site, turning the lab into a credentialing hub for the team.
• Lead NATE, EPA 608, and BPI in the lab. Set credentialing targets per technician, track them, and get them across the line.
• Train the full customer experience, not just the wrench work. Use the lab to run role‑plays for in‑home diagnostics, options presentations, membership conversations, and objection handling paired with the technical work so techs practice the whole call, end to end.
• Build the Synergy3 training content library. Capture every common repair and install procedure on video in the lab, write the corresponding SOPs, and make them searchable on every tech's phone so the lab follows them into the field.
• Run quarterly skills competitions and recertifications in the lab to keep the team sharp, surface coaching needs, and create an internal culture where technical mastery is celebrated and visible.
• Use the lab as a recruiting and retention weapon. Host candidate working interviews, ride‑along previews, and apprenticeship intake here. The lab is one of the strongest reasons a top tech will choose Synergy3 over a competitor; your job is to make sure every candidate sees it.

• Lead the residential service department day‑to‑day across HVAC,…