Commercial Service Manager

Gentry Service Group is located in Swannanoa, NC and is a customer‑focused heating and air‑conditioning company that was originally started in 1963. We employ highly skilled associates whose goal is to provide the best customer service to Asheville and the surrounding area.

To manage the commercial service operations of the company, overseeing the daily dispatching and efficiencies of the service technicians and department. Other duties include customer relations, reviewing all billing and warranty claims, and interacting with other managers regarding their warranty and installation needs. The Commercial Service Manager is expected to handle all aspects of the commercial service department and to ensure its continued profitability and growth.

40 hours a week, Monday through Friday

$70 - $90k annually – based on experience – plus bonuses.

• Achieve planned gross profit through leadership and management of service staff, and be responsible for generating annual revenue and accounting for all team activities and business results.
• Understand sales criteria and hold your team accountable for exceeding revenue goals.
• Ensure proper staffing, training, tools, systems, and procedures are in place to allow staff to complete all work in a quality and cost‑effective manner.
• Prepare complete, clear, and concise reports, proposals, and required company paperwork; maintain support information relative to ongoing work.
• Improve profitability to service agreements.
• Oversee and manage the service warehouse inventory and ensure that required parts are ordered by service coordinators without delay to meet work deadlines.
• Review applicable reports each month and provide feedback to service technicians, including areas where productivity needs improvement.
• Oversee training and development of HVAC field technicians; appraise performance, reward, and discipline technicians; and be responsible for interviewing, hiring, reviewing, and terminating technicians.
• Review daily service tickets and XOI.
• Prepare repair quotes and submit them to the customer quickly and accurately.
• Oversee assigned HVAC service van fleet; monitor that all trucks are maintained, operated as required, and used according to company policies, and ensure that the technician can work out of the vehicle efficiently and that parts stocked in each van are adequate.
• Address complaints and resolve problems from the field or external customers.
• Manage team schedule to meet ongoing customer demand and seasonal spikes.
• Ensure incentive programs are equitable and properly documented.
• Review and approve invoices, timecards, curbside feedback, and option sheets.
• Serve as a technical back‑up for field technicians when necessary.
• Build quotes into quoting software and order parts.

• Proven track record in service, with 5+ years in management.
• Detail oriented and highly organized with exceptional follow‑through abilities.
• Valid driver's license and insurable driving record.
• Basic computer skills required (MS Office, service & dispatch system).
• Ability to inspire and lead others to attain company goals.
• Multi‑tasker who enjoys challenge.
• Highly motivated top performer who can instill pride of workmanship in self and others.
• Strong communication, sales, and customer service skills.