Field Service Manager

Compensation includes a base salary depending on experience (Salary range: $90,000 - $115,000).

About the role

Serving as a leader, motivator, trainer, recruiter, and sales & revenue driver, the Service Manager inspires their team to provide customers with superior service. This position handles hiring and developing staff, inclusive of setting and maintaining goals/standards, driving production and monitoring pace, analysis, and obtaining and sharing product knowledge on services and HVAC systems.

Responsibilities

• Lead, manage, coach, and develop a team of HVAC service technicians.
• Oversee daily field service operations to ensure work is completed safely, efficiently, and according to company standards.
• Manage technician scheduling, dispatch coordination, workforce planning, and resource allocation.
• Ensure the appropriate technicians, equipment, parts, and resources are available to meet customer needs.
• Provide technical support and guidance to technicians when troubleshooting complex HVAC issues.
• Monitor technician productivity, performance, service quality, and customer satisfaction.
• Conduct regular performance reviews, provide feedback, and establish performance expectations.
• Handle customer complaints, service issues, and escalations while maintaining strong customer relationships.
• Serve as a liaison between customers, technicians, dispatch, sales, and company leadership.
• Ensure technicians follow OSHA requirements, company safety policies, and applicable industry regulations.
• Promote a strong culture of safety, accountability, professionalism, and quality workmanship.
• Monitor service department KPIs and identify opportunities to improve productivity, efficiency, and profitability.
• Review job performance, labor hours, callbacks, materials, and other operational metrics.
• Assist with budgeting, forecasting, and controlling service-related expenses.
• Identify staffing needs and participate in recruiting, interviewing, hiring, and onboarding service technicians.
• Develop training plans and identify opportunities for technician skill development.
• Resolve field conflicts and operational challenges quickly and professionally.
• Identify recurring service issues and implement solutions to prevent future problems.
• Work with leadership to develop and implement strategies that improve service operations and customer retention.
• Maintain accurate documentation and ensure service records are completed properly.
• Remain calm, decisive, and solutions-focused when dealing with high-pressure situations.
• Lead by example and create a positive, accountable, and high-performing service team.

Requirements

• Strong understanding of commercial HVAC systems, service operations, troubleshooting, and repair.
• Ability to understand complex technical issues and provide appropriate guidance to technicians.
• Ability to evaluate service-related problems and make informed technical decisions.
• Strong commitment to workplace safety and proper field procedures.
• Ensures technicians follow company policies, OSHA requirements, and applicable safety regulations.
• Promotes a culture where safety and quality are priorities.
• Valid Driver’s License and clean driving record.

Benefits

• Affordable, quality health, dental & vision insurance.
• 401(k) with company match.
• Paid vacation, sick and personal days.
• Ongoing growth opportunities.
• Parental Leave.
• Short term disability, long term disability, and company paid life insurance.
• Paid training/ongoing education.
• Friends and Family Discounts on Services.

Schedule

• Monday to Friday.
• Weekends as needed.
• Year-round work.