Service Manager

JOB SUMMARY: 

 

We are seeking an experienced and driven Service Manager to lead and oversee our entire service department. This role is responsible for managing HVAC service technicians, dispatchers, and the inside sales/service estimating team. The ideal candidate will bring over 10 years of HVAC experience, a strong background in service, and a passion for safety, customer satisfaction, and team development. 

 

The Service Manager leads staff members who install, repair, and maintain heating and air conditioning systems in commercial buildings. This manager routinely works directly with service and install technicians, dispatch personnel and other managers to ensure customer satisfaction while meeting departmental goals and objectives. 

 

 

RESPONSIBILITIES: 
 

• Oversee the full operations of the HVAC service department, including dispatch, service estimators, and service technicians. 

• Schedule, direct, and provide technical support for HVAC technicians to meet service demands and customer expectations. 

• Assist in recruiting, interviewing, hiring, and training HVAC technicians, dispatchers, and inside service support staff. 

• Supervise and direct HVAC service technicians in equipment repair, start-up, operation, and other service-related duties to ensure customer satisfaction. 

• Review technicians’ work to ensure quality meets established standards, techniques, and safety requirements; recommend improvements as needed. 

• Conduct performance appraisals and set improvement goals for HVAC technicians in alignment with company standards. 

• Conduct group and one-on-one meetings with technicians for training, evaluation, and communication; lead or participate in regularly scheduled departmental safety/informational meetings. 

• Communicate regularly with dispatch to ensure personnel are scheduled appropriately based on skill level, efficiency, and training needs. 

• Oversee the accuracy and timeliness of service quotes, work orders, invoices, and time reports. 

• Maintain communication with vendors and factory personnel regarding warranty issues, product recalls, operational problems, and premature equipment failures. 

• Develop and monitor departmental budgets, goals, and objectives to ensure profitability. 

• Ensure required parts are specified and ordered promptly to meet service deadlines. 

• Manage customer contracts and ensure the service team completes PM inspections on schedule. 

• Collaborate with other departmental managers to meet company-wide and departmental goals. 

• Hire, develop, and manage dispatch and inside service sales teams. 

• Keep current with the latest factory OEM training on supported products, coordinate technician training, and maintain training records to ensure proficiency in preventive maintenance, start-up, troubleshooting, and repair. 

• Perform other tasks and responsibilities as required to maintain efficient department operations. 

• Coordinate with other departments to align service operations with overall company goals.