Service Manager

Reports To: Director of Operations / General Manager

Department: Service

The HVAC Service Manager is responsible for leading the service department, driving operational excellence, and ensuring exceptional customer satisfaction. This role oversees field technicians, service coordinators, and support staff while managing service performance, profitability, safety, and customer relationships. The ideal candidate combines strong technical HVAC knowledge with proven leadership and business acumen.

• Lead, mentor, and develop a team of HVAC service technicians and support staff
• Conduct performance evaluations, coaching, and ongoing training
• Drive a culture of accountability, safety, and customer-first service
• Support recruitment, onboarding, and workforce planning

• Manage daily service operations including dispatch, scheduling, and workload distribution
• Monitor KPIs such as billable efficiency, revenue per technician, callback rates, and gross margin
• Ensure jobs are completed on time, within scope, and to quality standards
• Oversee warranty work and resolve escalated service issues
• Develop and execute strategies to grow service revenue and maintenance agreements
• Review and approve estimates, proposals, and change orders
• Control labor costs, material expenses, and inventory

• Maintain strong relationships with key commercial clients
• Support sales efforts for service agreements, retrofits, and repair opportunities
• Address and resolve customer concerns in a timely and professional manner

• Ensure compliance with OSHA standards, local codes, and company safety policies
• Oversee fleet, tool, and equipment management
• Maintain licensing, certifications, and regulatory compliance

• 7+ years of HVAC industry experience, with at least 3 years in a leadership role
• Strong knowledge of commercial HVAC systems (RTUs, chillers, boilers, controls, VRF systems, etc.)
• Proven experience managing field service teams
• Strong understanding of service financial metrics and budgeting
• Excellent communication, leadership, and organizational skills
• Proficiency in service management software and Microsoft Office
• Valid driver’s license

• EPA Certification
• HVAC Master License (if applicable in state)
• Experience managing commercial service agreements
• Leadership & Team Development
• Customer Focus
• Operational Efficiency
• Strategic Thinking
• Problem Solving
• Competitive base salary + performance bonus