HVAC Service Manager

Service Manager

Position Summary: Service Manager is responsible for the overall management and profitability of the mechanical contractor’s service department. This position oversees service technicians, dispatching, customer relationships, service agreements, estimating, scheduling, safety, quality control, and financial performance.

The ideal candidate has strong mechanical/HVAC industry experience, excellent leadership and communication skills, and the ability to balance customer service with operational and financial objectives.

• Manage the day-to-day operations of the mechanical service department.
• Supervise, train, mentor, and evaluate service technicians and support staff.
• Coordinate technician schedules, dispatching, emergency calls, and preventative maintenance work.
• Ensure service calls are completed efficiently, professionally, and to company standards.
• Develop and maintain strong relationships with commercial, industrial, and/or residential customers.
• Respond to customer concerns and resolve service issues promptly.
• Prepare and review service estimates, proposals, and work scopes.
• Monitor service agreements, preventative maintenance contracts, renewals, and customer retention.
• Review technician service reports, time entries, material usage, and completed work orders.
• Monitor department revenue, gross margins, labor utilization, overtime, and profitability.
• Identify opportunities for additional repairs, replacements, preventative maintenance, and upgrades.
• Coordinate with the construction/project management department when service work overlaps with installation projects.
• Maintain appropriate staffing levels and participate in recruiting and hiring service personnel.
• Ensure technicians have the necessary tools, equipment, vehicles, materials, and technical resources.
• Enforce company safety policies and ensure compliance with applicable codes, regulations, and industry standards.
• Conduct regular field visits to inspect workmanship and support technicians when needed.
• Maintain accurate service department records and provide regular performance reports to management.
• Assist with developing departmental budgets, goals, procedures, and performance metrics.
• Work with vendors and suppliers to maintain appropriate pricing and material availability.
• Stay current with mechanical systems, HVAC technology, building codes, manufacturer requirements, and industry practices.
• Participate in after-hours emergency support as required.

The Service Manager is expected to:

• Lead by example and promote a professional, customer-focused culture.
• Hold technicians and staff accountable for productivity, quality, safety, and customer service.
• Establish clear expectations and measurable performance goals.
• Maintain effective communication between technicians, customers, dispatch, estimating, accounting, and management.
• Proactively identify operational problems and implement solutions.
• Develop technicians through ongoing training and coaching.
• Maintain a high level of customer satisfaction and employee engagement.

• 5+ years of experience in mechanical, HVAC, plumbing, or related commercial service operations.
• Previous supervisory or management experience preferred.
• Strong understanding of mechanical/HVAC equipment, troubleshooting, maintenance, and repair.
• Experience managing service technicians and field operations.
• Strong estimating, scheduling, and organizational skills.
• Ability to read and understand mechanical drawings, equipment specifications, and service documentation.
• Understanding of job costing, labor utilization, gross margin, and departmental profitability.
• Excellent written and verbal communication skills.
• Strong customer service and problem-solving…