Service Manager

About the role

The Service Manager is the operational and technical leader of our residential service department. You will own the day-to-day performance of our service technicians, the customer experience they deliver, and the financial results of the department.

Training & Technical Development

• Own the technical development of every service technician on the team. Build, deliver, and continuously improve a structured training curriculum that takes a tech from day one through Master-level competency.
• Run weekly hands-on training sessions in the lab. Block time is sacred every tech is in the lab on a recurring cadence, not just when there's downtime. Sessions blend classroom instruction with live diagnosis, repair, and installation on real equipment.
• Design and lead a structured 30/60/90-day onboarding program for new hires centered in the training lab competency-gated, with practical skill checks before a tech ever runs a call solo. New techs prove out in the lab; we do not learn on the customer. 30 day test passing will continue their employment.
• Build and maintain the Synergy3 Technician Career Ladder (Tech Level 1 Tech Level 2 Tech Level 3 Master Tech), with lab-based skill assessments as the gating mechanism for each promotion and pay-band advancement.
• Host OEM and manufacturer-certified training in the lab. Partner with Carrier, Mitsubishi, Bradford White, Navien, Rheem, and others to bring factory trainers and certifications to our team on-site, turning the lab into a credentialing hub for the team.
• Lead NATE, EPA 608, and BPI in the lab. Set credentialing targets per technician, track them, and get them across the line.
• Train the full customer experience, not just the wrench work. Use the lab to run role-plays for in-home diagnostics, options presentations, membership conversations, and objection handling paired with the technical work so techs practice the whole call, end to end.
• Build the Synergy3 training content library. Capture every common repair and install procedure on video in the lab, write the corresponding SOPs, and make them searchable on every tech's phone so the lab follows them into the field.
• Run quarterly skills competitions and recertifications in the lab to keep the team sharp, surface coaching needs, and create an internal culture where technical mastery is celebrated and visible.
• Use the lab as a recruiting and retention weapon. Host candidate working interviews, ride-along previews, and apprenticeship intake here. The lab is one of the strongest reasons a top tech will choose Synergy3 over a competitor your job is to make sure every candidate sees it.

Service Operations Responsibilities

• Lead the residential service department day-to-day across HVAC, plumbing, and insulation service lines.
• Manage, coach, and develop the service tech team (1530 techs at scale), including 1:1s, ride-alongs, performance reviews, and progressive discipline.
• Partner with Dispatch to optimize daily board management, route density, technician-to-call matching, and same-day capacity.
• Own quality control via field ride-alongs, post-install audits, callback investigations, and lab-based root-cause reviews when something goes wrong.
• Drive the service P&L: revenue per tech, average ticket, membership conversion, callback rate, billable hour efficiency, and gross margin.
• Manage customer escalations personally, with the standard that no customer leaves the Synergy3 experience unhappy.
• Partner with the Sales Manager and Install Manager to keep the service-to-sales-to-install handoff tight, and feed real install/service feedback back into both teams' training.
• Maintain a safety-first culture with documented protocols, lab-based safety drills, and zero tolerance for shortcuts.

Qualifications

• Must-Have:
• - 7+ years residential HVAC service experience (plumbing exposure a strong plus)
• - 3+ years leading a team of technicians as a Service Manager, Field Supervisor, or Lead Tech
• - Demonstrated passion for training and developing people this is non-negotiable
• - NATE certification (or willingness to obtain within 90 days)
• - EPA 608 Universal certification
• - Proficient with ServiceTitan (or comparable FSM platform) and KPI-driven management
• - Strong working knowledge of NJ residential code
• - Comfortable on both sides of the wrench you can still diagnose a failed inverter board and you can also coach a tech through it without taking the screwdriver from them
• - Valid NJ driver's license and clean driving record
• Nice-to-Have:
• - NJ Master HVAC and/or Master Plumbing license
• - Prior experience building or running a training program or apprenticeship
• - OEM trainer credentials (Carrier, Mitsubishi, etc.)
• - Experience scaling a service department through rapid growth

Compensation & Benefits

• Base salary: $100,000 $150,000 (commensurate with experience), plus a performance bonus tied to department KPIs (5-figure annual upside).
• Health, dental, vision insurance
• 401(k) with company match
• Paid time off and paid holidays
• Continuing education and certification reimbursement
• Company phone and laptop
• Branded uniforms and PPE