Residential HVAC Service Supervisor

About Magnolia Plumbing, LLC

For over 75 years, Magnolia Plumbing, LLC has proudly served the DC metropolitan area, delivering reliable solutions for both residential and commercial customers across heating and cooling (HVAC), plumbing, wastewater management, and underground site utility work.

We believe the best service starts with the best people, so we hire the best and invest in their success.

Magnolia Plumbing, LLC is seeking an experienced, motivated, and customer-focused Residential HVAC Service Supervisor to lead our growing residential HVAC service team. This individual will oversee daily service operations, supervise HVAC service technicians, support technical troubleshooting, and ensure exceptional customer service and quality workmanship.

The ideal candidate will have extensive residential HVAC service experience, strong leadership abilities, and a proven ability to develop technicians, improve department performance, and maintain efficient daily operations.

Responsibilities

• Oversee daily residential HVAC service operations, ensuring technicians are properly scheduled, dispatched, and equipped for assigned service calls.
• Supervise, lead, and support residential HVAC service technicians and apprentices.
• Monitor technician productivity, performance, attendance, and quality of work.
• Provide technical guidance and assistance with complex HVAC diagnostics, troubleshooting, maintenance, and repairs.
• Ensure technicians properly diagnose residential HVAC systems and recommend appropriate repair or replacement solutions.
• Oversee service work involving air conditioners, heat pumps, furnaces, boilers, air handlers, thermostats, and ductless mini-split systems.
• Review service tickets, work orders, estimates, and invoices for accuracy and completeness.
• Monitor department performance, including revenue, labor productivity, service efficiency, and customer satisfaction.
• Work closely with dispatch and service coordination personnel to manage daily schedules, prioritize service calls, and address scheduling challenges.
• Assist with resolving customer complaints, escalated service issues, and technical concerns professionally and promptly.
• Ensure technicians provide homeowners with professional recommendations, repair options, and a positive customer experience.
• Identify opportunities to increase maintenance agreements, equipment replacements, system upgrades, and overall customer retention.
• Conduct regular field visits and job site inspections to evaluate workmanship, safety practices, and technician performance.
• Assist with recruiting, interviewing, onboarding, and training new HVAC service technicians.
• Develop and mentor technicians through ongoing coaching, technical training, and performance feedback.
• Conduct employee performance evaluations and establish individual development goals.
• Monitor company vehicles, tools, equipment, and inventory to ensure technicians have the resources needed to perform their jobs.
• Ensure technicians follow company policies, safety procedures, EPA regulations, and applicable HVAC codes and standards.
• Monitor employee certifications, licenses, and required safety training.
• Promote accountability, teamwork, professionalism, and a customer-first culture.
• Collaborate with management on department goals, staffing needs, budgets, and operational improvements.
• Perform additional duties as assigned by management.

• High school diploma or GED required; technical HVAC education or additional industry training preferred.
• Minimum of five years of residential HVAC service experience preferred.
• Previous HVAC supervisory, management, or team leadership experience required.
• Strong technical knowledge of residential HVAC systems, including air conditioners, heat pumps, furnaces, boilers, air handlers, and ductless mini-split systems.
• Extensive experience with HVAC diagnostics, troubleshooting, preventative maintenance, and repair procedures.
• Knowledge of refrigeration systems, electrical components, airflow, thermostats, and HVAC controls.
• EPA Section 608 Certification required.
• Valid driver's license and acceptable driving record.
• Knowledge of applicable HVAC codes, OSHA safety requirements, EPA regulations, and industry standards.
• Ability to read and interpret technical manuals, wiring diagrams, and manufacturer specifications.
• Strong leadership, coaching, and employee development skills.
• Excellent verbal and written communication skills.
• Strong organizational, problem-solving, and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced residential service environment.
• Proficiency with service management software, scheduling systems, and Microsoft Office preferred.
• Understanding of residential service department operations, labor management, productivity, and financial performance.
• Strong customer service skills with the ability to handle homeowner concerns and escalated complaints professionally.
• Ability to work flexible hours and respond to urgent service situations as needed.
• Must successfully complete a pre-employment background check and drug screening.

Benefits & Culture 

• Medical benefits starting the first of the month, plus company-paid life insurance and long-term disability.
• Company contributions to 401(k) and HSA.
• Company-paid Employee Assistance Program (EAP) and mental health coverage.
• Company-paid Basic Life Insurance Policy.
• Paid time off (PTO) available from day one.
• Empowered environment: we trust you to own your work.
• Opportunity to pursue trade school and ongoing professional development.
• Safety Incentive bonus.

As part of our standard hiring process, this role requires completion of a background check and drug screening following an offer of employment.