Service Manager

Reports To: Director of Operations / General ManagerDepartment: ServicePosition SummaryThe HVAC Service Manager is responsible for leading the service department, driving operational excellence, and ensuring exceptional customer satisfaction. This role oversees field technicians, service coordinators, and support staff while managing service performance, profitability, safety, and customer relationships. The ideal candidate combines strong technical HVAC knowledge with proven leadership and business acumen.Key ResponsibilitiesLeadership & Team ManagementLead, mentor, and develop a team of HVAC service technicians and support staffConduct performance evaluations, coaching, and ongoing trainingDrive a culture of accountability, safety, and customer-first serviceSupport recruitment, onboarding, and workforce planningOperational OversightManage daily service operations including dispatch, scheduling, and workload distributionMonitor KPIs such as billable efficiency, revenue per technician, callback rates, and gross marginEnsure jobs are completed on time, within scope, and to quality standardsOversee warranty work and resolve escalated service issuesDevelop and execute strategies to grow service revenue and maintenance agreementsReview and approve estimates, proposals, and change ordersControl labor costs, material expenses, and inventoryCustomer & Business DevelopmentMaintain strong relationships with key commercial clientsSupport sales efforts for service agreements, retrofits, and repair opportunitiesAddress and resolve customer concerns in a timely and professional mannerCompliance & SafetyEnsure compliance with OSHA standards, local codes, and company safety policiesOversee fleet, tool, and equipment managementMaintain licensing, certifications, and regulatory complianceQualifications7+ years of HVAC industry experience, with at least 3 years in a leadership roleStrong knowledge of commercial HVAC systems (RTUs, chillers, boilers, controls, VRF systems, etc.)Proven experience managing field service teamsStrong understanding of service financial metrics and budgetingExcellent communication, leadership, and organizational skillsProficiency in service management software and Microsoft OfficeValid driver's licensePreferred QualificationsEPA CertificationHVAC Master License (if applicable in state)Experience managing commercial service agreementsLeadership & Team DevelopmentCustomer FocusOperational EfficiencyStrategic ThinkingProblem SolvingCompetitive base salary + performance bonusJ-18808-Ljbffr