Service Manager

Job Summary

We are seeking an experienced and driven Service Manager to lead and oversee our entire service department. This role is responsible for managing HVAC service technicians, dispatchers, and the inside sales/service estimating team. The ideal candidate will bring over 10 years of HVAC experience, a strong background in service, and a passion for safety, customer satisfaction, and team development.

Responsibilities

• Oversee the full operations of the HVAC service department, including dispatch, service estimators, and service technicians.
• Schedule, direct, and provide technical support for HVAC technicians to meet service demands and customer expectations.
• Aid in recruiting, interviewing, hiring, and training HVAC technicians, dispatchers, and inside service support staff.
• Supervise and direct HVAC service technicians in equipment repair, start-up, operation, and other service-related duties to ensure customer satisfaction.
• Review technicians' work to ensure quality meets established standards, techniques, and safety requirements; recommend improvements as needed.
• Conduct performance appraisals and set improvement goals for HVAC technicians in alignment with company standards.
• Conduct group and one-on-one meetings with technicians for training, evaluation, and communication; lead or participate in regularly scheduled departmental safety/informational meetings.
• Communicate regularly with dispatch to ensure personnel are scheduled appropriately based on skill level, efficiency, and training needs.
• Oversee the accuracy and timeliness of service quotes, work orders, invoices, and time reports.
• Maintain communication with vendors and factory personnel regarding warranty issues, product recalls, operational problems, and premature equipment failures.
• Develop and monitor departmental budgets, goals, and objectives to ensure profitability.
• Ensure required parts are specified and ordered promptly to meet service deadlines.
• Manage customer contracts and ensure the service team completes PM inspections on schedule.
• Collaborate with other departmental managers to meet company-wide and departmental goals.
• Hire, develop, and manage dispatch and inside service sales teams.
• Keep current with the latest factory OEM training on supported products, coordinate technician training, and maintain training records to ensure proficiency in preventive maintenance, start-up, troubleshooting, and repair.
• Perform other tasks and responsibilities as required to maintain efficient department operations.
• Cook up with other departments to align service operations with overall company goals.
• Uphold company policies and foster a culture of accountability, professionalism, and continuous improvement.

Qualifications

• Minimum of a HS Diploma or equivalent
• Minimum 10 years of HVAC industry experience
• 5+ years in a leadership role managing others
• Strong background in commercial and industrial HVAC service (not construction or installation)
• Valid HVAC certification and EPA license
• Strong leadership, communication, and organizational skills
• Proficient in-service software and Microsoft Office Suite
• Valid driver’s license with a clean driving record
• In-depth knowledge and understanding of HVAC and refrigeration systems
• Technical aptitude with knowledge of local codes and the ability to use available resources to find effective solutions
• Excellent leadership skills to enhance team productivity and uphold high standards of work
• Excellent verbal and written communication skills, with strong conflict management abilities
• Detail-oriented and highly organized, with the ability to manage multiple tasks and assignments simultaneously
• Excellent customer service skills
• Strong customer service and sales acumen
• Highly organized with the ability to manage multiple priorities
• Commitment to safety, quality, and continuous improvement
• Ability and willingness to work a non-standard schedule, including nights, weekends, and holidays as required
• Personal desire for improvement, and the ability to motivate HVAC technicians to be better tomorrow than they are today.