HVAC Service Manager

Position Overview:

A well-established and growing residential HVAC company is seeking an experienced HVAC Service Manager to lead the day-to-day operations of its Service Department. This leadership role is responsible for ensuring exceptional customer service, maintaining high standards of workmanship, driving operational performance, and developing a high-performing team of Service Technicians.

The ideal candidate is a hands-on leader with strong technical HVAC knowledge, a passion for coaching and developing employees, and a proven ability to improve service performance while achieving departmental sales and operational goals. This position plays a key role in delivering an outstanding customer experience and supporting the continued growth of the organization.

Key Responsibilities:

Team Leadership & Management:

• Supervise, mentor, and inspire a team of HVAC Technicians.
• Provide ongoing training and development opportunities to ensure technical expertise and excellent customer service.
• Conduct regular performance evaluations and provide constructive feedback.
• Foster a positive, productive team environment with an emphasis on safety, quality, and customer satisfaction.

Operations Management:

• Manage service scheduling, technician assignments, and job workflows to ensure timely, efficient project completion.
• Ensure all work complies with company standards, safety regulations, and local codes.
• Oversee inventory, ordering parts and tools to support field operations.
• Support job estimation and pricing to maintain competitiveness and profitability.
• Track and report on department performance, including revenue, costs, and customer satisfaction.
• Monitor and manage the service department budget for operational efficiency.

Customer Relations:

• Serve as the point of contact for escalated customer inquiries and complaints, ensuring resolution and satisfaction quickly and professionally.
• Ensure a high level of customer satisfaction by maintaining strong relationships with clients and addressing any concerns that arise.
• Conduct post-service follow-ups with clients to ensure ongoing satisfaction and encourage repeat business.

Quality Control & Safety:

• Ensure that all HVAC service work adheres to industry standards and company protocols.
• Maintain high safety standards to protect employees and customers and ensure compliance with OSHA and other safety regulations.
• Review and resolve technical issues and service challenges, ensuring top-quality results on every job.

Qualifications & Requirements:

• 5+ years of HVAC service experience, including 2+ years in a supervisory/management role
• Strong knowledge of residential HVAC systems (troubleshooting, maintenance, repair)
• Proven leadership, coaching, and team development skills
• Excellent communication and customer service abilities
• Strong organizational, time-management, and problem-solving skills
• Proficient with HVAC service software and business tools (e.g., Microsoft Office, ServiceTitan)
• High school diploma required; associate degree in HVAC preferred
• Relevant HVAC certifications (EPA, NATE, OSHA)
• Valid driver’s license with clean driving record

Benefits:

• Competitive salary based on experience.
• Performance-based bonuses
• Benefits package, including health, vision, dental insurance, retirement plan, paid time off and more.
• Professional development and training opportunities.

Work Environment:

Works in field environments across residential job sites, climbing ladders and navigating uneven surfaces. Regularly works in confined spaces and moves materials up to 50 pounds. Operates hand and power tools and vehicles. Must be able to see, hear, and exchange accurate information with customers and team members. Regular exposure to outdoor weather, noise, and dust. Reasonable accommodations may be made to perform essential functions.