HVAC Service Manager

Reports To: General Manager

Position Summary

The Service Department Leader is responsible for the overall leadership, performance, and profitability of the HVAC Service Department. This role oversees daily operations, technician development, customer satisfaction, safety compliance, and financial performance. The ideal candidate is a strong operational leader with HVAC service experience, financial acumen, and the ability to build a high-performing team.

Key Responsibilities

Operational Leadership

• Plan, coordinate, and direct all Service Department operations
• Oversee Residential and Commercial Maintenance Agreement programs
• Ensure proper scheduling, backlog management, and call tracking
• Coordinate service work and equipment startups with Production and Sales
• Monitor and maintain Flat Rate pricing systems and time/material reporting
• Ensure compliance with all local, state, and industry codes

Financial & Performance Management

• Track and report monthly gross margin performance
• Monitor unapplied labor and travel time to stay within budget
• Review service invoices for accuracy and completeness
• Monitor material and equipment reporting for accuracy
• Promote team about Educating customers on system condition, efficiency, and long-term cost considerations so they can make informed decisions about repairs, upgrades, or replacement.
• Promote team about Educating customers to provide clear explanations of available options, including equipment upgrades and system improvements, based on the customer’s needs and goals.
• Promote team about Educating customers about maintenance program benefits to help protect their investment, improve system performance, and reduce unexpected breakdowns.
• Evaluate workforce capacity to align with business demand

Team Leadership & Development

• Recruit, hire, and onboard Service Technicians
• Verify employment history and ensure background, license, and drug screening compliance with      partnering with human resources leader. 
• Conduct semi-annual performance evaluations
• Schedule and lead weekly Service Department meetings
• Provide technical support for complex service issues
• Appoint and mentor Technical Advisors as needed
• Encourage lead generation and customer engagement
• Perform ride-alongs with team members to ensure company standards are consistently upheld and that work quality meets established expectations.

Customer Experience

• Handle customer concerns professionally with a focus on delivering “more than satisfied” results
• Set and maintain “Get, Keep, and Grow Customers” standards
• Review completed job for workmanship and efficiency
• Recognize and reward high-performing team members

Training & Safety

• Ensure safety standards are consistently followed
• Schedule and attend ongoing technical and sales training
• Maintain technical documentation library for manufacturer equipment
• Conduct contests, incentive programs, and morale-building initiatives

Required Skills & Qualifications

• Strong understanding of HVAC service operations
• Knowledge of accounting and financial performance metrics
• Excellent leadership and team-building skills
• Strong communication and conflict resolution abilities
• Highly organized and detail-oriented
• Ability to analyze reports and drive department profitability
• Experience managing service technicians preferred
• Service Titan knowledge preferred. 

Certifications 

• EPA Section 608 (Universal)
• NATE (North American Technician Excellence)
• Leadership/Project Management Certifications