Area Service Manager, Commercial HVAC

Service Leadership and Customer Experience 

• Lead, coach, and develop commercial HVAC service technicians. 

• Oversee emergency service, preventive maintenance, quoted repairs, warranty work, callbacks, and customer escalations. 

• Work with the Area Operations Support Manager and Dispatch to coordinate technician workload, scheduling priorities, response times, after-hours coverage, parts, vendors, subcontractors, and specialty equipment. 

• Serve as the primary operational escalation point for service-related customer concerns. 

• Build strong customer relationships through responsive communication, regular follow-up, site visits, and service reviews. 

• Communicate clearly regarding downtime, repair recommendations, schedules, delays, parts lead times, and completion status. 

• Ensure unresolved issues have a clear owner, action plan, due date, and documented resolution. 

• Help establish ABM as the service partner customers trust when their buildings and businesses depend on reliable HVAC performance.  

Service Quality and Technical Support 

• Ensure preventive maintenance is completed within agreement scope, planned hours, and customer requirements. 

• Review service and PM reports for technical quality, documentation, photographs, deficiencies, and follow-up recommendations. 

• Provide technical guidance on equipment failures, refrigerant issues, electrical concerns, controls, troubleshooting, and repair recommendations. 

• Review recurring callbacks, repeat failures, incomplete repairs, and quality concerns, then take corrective action. 

• Support technicians with difficult troubleshooting, equipment failures, startup concerns, and customer-impacting issues. 

• Ensure work complies with applicable codes, OSHA requirements, refrigerant regulations, manufacturer requirements, ABM policies, and customer standards. 

Financial and Operational Performance 

• Own the profitability and financial performance of assigned service contracts and service operations. 

• Monitor labor, materials, subcontractors, travel, equipment costs, billing accuracy, callbacks, warranty exposure, backlog, and gross margin. 

• Identify and correct margin leakage caused by labor overruns, missed billing, excessive travel, incomplete documentation, unapproved work, and poor scope management. 

• Ensure accurate capture of labor, materials, customer approvals, service documentation, and billing information. 

• Maintain accountability for service revenue, utilization, productivity, quote conversion, billing, and contract-performance targets. 

• Use operational and financial data to make better decisions about staffing, workload, customer commitments, and service capacity. 

Team Development and Continuous Improvement 

• Recruit, interview, onboard, coach, and retain service technicians. 

• Conduct performance reviews, field evaluations, ride-alongs, and one-on-one meetings. 

• Address performance, attendance, safety, communication, documentation, productivity, and customer-service concerns. 

• Identify training needs and help technicians strengthen their capabilities in DX equipment, RTUs, splits, chillers, boilers, hydronics, refrigeration, electrical troubleshooting, and controls. 

• Support succession planning and develop future service leaders. 

• Track key service metrics and implement improvements to documentation, scheduling, closeout, customer communication, and field productivity. 

• Create an environment where technicians understand expectations, receive support, and have a clear path to grow. 

• Provide leadership with accurate updates regarding staffing, service capacity, customer-impacting issues, contract performance, and corrective actions. 

Minimum Qualifications 

• Seven years of progressive commercial HVAC experience. 

• At least three years of experience supervising or managing commercial HVAC technicians. 

• Strong knowledge of commercial HVAC equipment, including RTUs, splits, MAUs, chillers, boilers, hydronics, pumps, WSHPs, refrigeration, and controls. 

• Experience managing emergency service, preventive maintenance, quoted repairs, warranty work, customer escalations, and service-contract profitability. 

• Understanding of job costing, gross margin, backlog, billing, and forecasting. 

• Ability to read wiring diagrams, sequences of operation, control drawings, equipment submittals, and mechanical plans. 

• Working knowledge of HVAC codes, OSHA requirements, refrigerant regulations, manufacturer requirements, and safe work practices. 

• Strong written, verbal, organizational, and customer-service skills. 

• Proficiency with service-management, dispatch, CMMS, ERP, CRM, and Microsoft Office systems. 

• Valid driver’s license and ability to travel throughout the assigned territory. 

• Ability to support emergency situations outside normal business hours. 

Preferred Qualifications 

• HVAC journeyman license or equivalent documented experience. 

• EPA 608 Universal certification. 

• Experience in a union commercial HVAC environment. 

• Experience with BAS and controls platforms such as Carrier i-Vu, Niagara, JCI, Trane, or Siemens. 

• Experience supporting data centers, industrial, healthcare, higher education, government, or other large commercial customers. 

• Experience recruiting, testing, training, and developing HVAC technicians.