Service Manager (HVAC)

Key Responsibilities

• Team Leadership & Development: Manage and mentor a team of HVAC service technicians, ensuring adherence to company policies and procedures. Provide regular training opportunities to enhance technical skills and improve customer service standards. Conduct performance evaluations and implement strategies for team improvement.
• Operational Oversight: Oversee service scheduling and dispatching to ensure efficient routing and timely job completion. Monitor technician productivity and work quality to ensure alignment with company standards. Ensure all work complies with safety regulations, local codes, and industry best practices.
• Customer Experience Management: Act as the primary point of contact for escalated service issues, resolving concerns promptly and professionally. Maintain strong relationships with key customers to ensure satisfaction and repeat business. Implement strategies to improve overall customer satisfaction scores.
• Financial Management: Manage department budgets, track expenses, and analyze financial performance. Identify opportunities to increase revenue through upselling, service agreements, and efficiency improvements. Collaborate with the sales team to support cross-departmental goals.
• Reporting & Continuous Improvement: Generate regular reports on department performance, including technician metrics, customer satisfaction, and financial results. Analyze data to identify trends, challenges, and opportunities for improvement. Recommend and implement process improvements to enhance service delivery.

Qualifications

• 10+ years of experience in HVAC industry
• 2+ years in a supervisory or management role required
• Comprehensive knowledge of HVAC systems, troubleshooting, and repair techniques is recommended but not required
• Proven ability to lead and develop teams in a fast-paced environment
• Strong customer service and conflict-resolution skills
• Proficiency in using service management software and tools
• Valid driver’s license and clean driving record

Work Environment

• Office-based role with occasional travel to job sites and customer locations
• Requires availability for after-hours support and occasional weekend work

Compensation

• Competitive salary, performance-based bonuses, and comprehensive benefits package