HVAC Service Manager

About the role

We are seeking an experienced HVAC Service Manager to lead a well-established service department in Worcester, Massachusetts. This is an excellent opportunity for an experienced HVAC professional who has progressed into leadership and enjoys developing technicians, improving service operations, solving technical problems, and delivering an outstanding customer experience. The Service Manager will oversee a team of HVAC Service Technicians and service support personnel while working closely with dispatch and operations leadership to ensure jobs are completed safely, efficiently, and to a high standard. We are looking for a hands-on leader who understands HVAC service from the field level and can effectively coach technicians, handle customer escalations, improve team performance, and serve as a technical resource when challenging situations arise.

Responsibilities

• Lead, coach, and develop a team of HVAC Service Technicians and service support personnel
• Monitor technician productivity, quality, customer service, and overall performance
• Provide ongoing coaching, constructive feedback, and technical guidance
• Conduct technician meetings and regular service department meetings
• Perform technician ride-alongs and jobsite visits to evaluate quality, safety, and efficiency
• Complete annual employee performance reviews
• Assist with technician training and professional development
• Work closely with dispatch to optimize technician scheduling, routing, and daily workload
• Resolve customer concerns and escalations professionally and efficiently
• Ensure technicians follow company safety procedures and proper PPE requirements
• Ensure workplace accidents and safety issues are documented and reported appropriately
• Maintain accountability for company service vehicles, tools, and equipment
• Identify opportunities to improve service processes, productivity, and operating costs
• Recommend new tools, equipment, technology, or processes that can improve department performance
• Support technicians with troubleshooting and difficult service calls
• Provide hands-on field assistance during periods of high service demand when necessary
• Serve as an after-hours technical resource for the service team as needed
• Maintain a professional, positive, and customer-focused environment throughout the department
• Work closely with the Operations Manager and other departments to continuously improve service operations

Qualifications

• 5+ years of hands-on HVAC technical/service experience
• 3+ years of leadership, supervisory, or management experience
• Experience leading a team of 5 or more employees
• Strong knowledge of HVAC service, troubleshooting, repair, and maintenance
• Residential and/or light commercial HVAC service experience preferred
• Experience working with heating systems is strongly preferred
• Current MA, CT, or RI Oil Burner, Pipefitter, Plumbing License, or equivalent applicable trade license
• Valid driver's license with a clean driving record
• Strong leadership and employee-development skills
• Ability to coach technicians and hold employees accountable for performance
• Strong technical troubleshooting and problem-solving abilities
• Excellent written and verbal communication skills
• Strong customer-service skills with the ability to professionally resolve escalated situations
• Ability to organize and prioritize multiple service-related responsibilities
• Comfortable working in a fast-paced service environment
• Computer proficiency and ability to learn service-management technology
• Dependable, flexible, punctual, motivated, and detail-oriented

Benefits

• Company vehicle
• Company cell phone
• Medical insurance
• Dental insurance
• Vision insurance
• Aflac
• Short- and long-term disability benefits
• Life insurance
• 401(k)
• Annual 401(k) profit sharing
• Paid vacation and sick time
• Floating personal day
• Annual boot allowance
• Employee discounts
• Stable, long-term career opportunity with an established organization

Pay

$85,000–$120,000 annually, depending on experience