Service Field Supervisor

Job Title: Service Field Supervisor

Department: Service

Reports To: Management Team

Work Hours: Monday–Friday, 7:00 AM–5:00 PM (with some evenings and weekends)

Compensation: Based on experience - Base $80,000–$100,000 + Bonus Eligible

The Service Field Supervisor oversees the performance, development, and efficiency of service technicians. This includes revenue goals, maintenance agreement sales, lead generation, and overall service-related objectives. This role ensures technicians are properly trained, supports field questions, and assists with diagnosing and repairing HVAC equipment issues. The supervisor collaborates closely with the internal service team and management to enhance customer experience, improve department efficiency, and reduce operational costs.

• State of Iowa HVAC License
• Minimum 3 years of experience in customer service or management within a service industry (or equivalent education/experience)
• Ability to read and interpret wiring diagrams and blueprints
• Familiarity with a broad range of HVAC systems and troubleshooting (furnaces, AC, geothermal, heat pumps, boilers, rooftop units)
• Ability to safely operate scissors and genie lifts
• Knowledge of basic sheet metal practices
• Understanding of air balancing principles and techniques
• Experience making repair and replacement decisions
• Demonstrated leadership and accountability
• High School Diploma or equivalent
• Valid driver's license
• Strong computer skills
• Highly organized
• Advanced customer service and communication skills
• Meets criteria of Level 4+ technician (NATE certification preferred)

• Perform accurate diagnosis and repair of HVAC equipment
• Explain services and policies to customers before work begins
• Charge and collect payments per company procedures
• Complete daily paperwork, logging hours and materials before leaving job sites
• Read diagnostic data to identify issues and assist technicians remotely
  
  Identify root causes of part failures
• Assist installation department with technical issues or recommendations
• Ensure all service technicians receive proper training
• Implement service tools to improve efficiency and problem identification (e.g., Measure Quick)
• Stay informed and prepare team for industry changes (equipment updates, refrigerant changes, trends)
• Present training seminars for in-house meetings
• Develop and support training programs (Interplay Learning, hands‑on coaching, field check‑ins)
• Ride along with each technician at least once per month (more as needed)
• Assess technician strengths and development areas
• Review callbacks and work with management to reduce recurrence
• Provide field support and after‑hours assistance as needed
• Run after‑hours service calls as required
• Support scheduling and inventory forecasting based on seasonal needs
• Assist technicians in obtaining required certifications
• Strong proficiency with Service Titan or similar service management software
• Collaborate with internal service team on warranty cases
• Resolve complex or escalated service jobs
• Maintain communication with office after each call for dispatch to next job
• Keep work area and vehicle clean and organized
• Educate customers on maintenance programs (residential and commercial)
• Inform customers about new equipment and accessories when appropriate
• Maintain relationships with local trade schools to support recruiting efforts
• Enforce safety protocols and ensure code compliance
• Maintain professional appearance and attitude at all times
• Conduct truck and tool inspections
• Support cleanliness of the service fleet
• Promote and uphold a positive company culture
• Perform other duties as assigned