HVAC Service Manager

Job Description

Job Description

Job Title: HVAC Service Manager

Job Location: Sarasota, FL

Position Summary

The HVAC Service Manager is responsible for the operational performance, financial health, and technician development of our client's Home Services' HVAC Service, Maintenance, and Warranty operations. This position leads the department through clear expectations, measurable performance standards, training, accountability, and timely corrective action. The manager is accountable for improving customer satisfaction, technician efficiency, revenue, average ticket, labor utilization, and overall profitability while ensuring safe, consistent, and technically sound work practices.

The position oversees Service, Maintenance, and Warranty technicians and may oversee one or more service supervisors. The manager works closely with the COO, Warehouse Manager, HR, Dispatch, and other company leaders to ensure appropriate staffing, controlled labor and material costs, properly priced work, and the resources necessary to meet company goals.

Essential Duties and Responsibilities

• Own technician and department performance by establishing clear expectations, monitoring key performance indicators, identifying deficiencies, and implementing timely corrective action.

• Oversee the daily operational performance of HVAC Service, Maintenance, and Warranty technicians and service supervisors.

• Manage technician labor, productivity, efficiency, scheduling, and utilization to control labor expense and maximize productive technician time.

• Monitor and improve department revenue, average ticket, conversion rate, customer satisfaction, callback performance, and technician productivity.

• Manage department labor costs and work with the COO to ensure technician compensation is aligned with performance.

• Control parts and material costs and work with the Warehouse Manager to negotiate pricing, improve purchasing discipline, and maintain appropriate cost controls.

• Ensure jobs are priced and performed in accordance with company standards and profitability objectives.

• Own monthly gross margin performance as a primary measure of departmental success and participate in P&L reviews with the COO.

• Determine appropriate technician headcount and staffing levels to meet demand, maintain service levels, and mitigate unnecessary overtime.

• Oversee technician scheduling and capacity planning to ensure labor resources are deployed effectively.

• Recruit, interview, onboard, train, coach, develop, and retain technicians and supervisors in partnership with company leadership and HR.

• Develop and maintain technical, diagnostic, customer service, documentation, process, efficiency, and safety training for department personnel.

• Conduct ride-alongs, job-site visits, quality inspections, and field performance reviews to evaluate workmanship, diagnostics, documentation, and adherence to company standards.

• Assist technicians and supervisors with complex diagnostic problems, customer resolutions, workmanship concerns, and operational issues.

• Review technician invoices, job documentation, photographs, equipment information, recommendations, and other required ServiceTitan documentation for quality and completeness.

• Use ServiceTitan and Microsoft 365 to manage department information, reporting, communication, scheduling, performance tracking, and administrative responsibilities.

• Manage technician PTO, attendance, payroll accuracy, timekeeping, and related personnel administration.

• Apply company policies consistently and address performance, conduct, safety, attendance, and procedural deficiencies promptly in coordination with HR and company leadership.

• Ensure safe work practices, proper use of personal protective equipment, and adherence to company and industry best practices across the department.

• Respond to customer escalations and service recovery situations and establish corrective actions to prevent recurring issues.

• Monitor callbacks, warranty issues, workmanship concerns, and customer complaints to identify training and process opportunities.

• Maintain accountability for departmental goals and communicate performance, opportunities, and corrective actions to company leadership.

• Collaborate with other departments to resolve operational issues and improve the customer and technician experience.

• Perform other duties and responsibilities as assigned by company leadership.

Minimum Qualifications

• Minimum of five (5) years of experience in a supervisory or management role within residential HVAC.

• Significant residential HVAC field experience with demonstrated knowledge of diagnostics, repair, maintenance, and customer resolution.

• EPA 608 certification required.

• Demonstrated experience leading technicians and holding field personnel accountable for performance and workmanship.

• Working knowledge of HVAC safety practices and industry best practices.

• Working knowledge of labor management, technician efficiency, scheduling, and operational performance.

• Proficiency with Microsoft 365 and general business technology.

• Ability to learn, use, and manage operational information through ServiceTitan or comparable field-service management software.

• Valid driver's license and acceptable driving record.

• Ability to pass required background and drug screening processes.

Preferred Qualifications

• Experience managing a team of 15 or more HVAC technicians.

• NATE certification or comparable industry certification.

• Trane equipment training or manufacturer-specific HVAC training.

• Previous ServiceTitan management experience.

• Associate's or bachelor's degree in business, management, HVAC, or a related field.

• Additional HVAC technical certifications or documented advanced technical training.

Knowledge, Skills, and Abilities

• Strong understanding of residential heat pump HVAC systems, diagnostics, repair, preventive maintenance, and system performance.

• Ability to evaluate technician diagnostics, repair decisions, workmanship, documentation, and customer recommendations.

• Strong financial and business judgment, including the ability to understand labor costs, material costs, gross margin, productivity, and departmental profitability.

• Ability to analyze performance data and convert findings into specific training, coaching, and corrective actions.

• Strong leadership, coaching, communication, and conflict-resolution skills.

• Ability to set clear expectations and enforce standards consistently.

• Ability to make timely decisions and take decisive corrective action when standards are not met.

• Strong organizational skills with the ability to manage substantial administrative responsibilities while maintaining field awareness.

• Ability to communicate effectively with technicians, supervisors, customers, vendors, HR, warehouse personnel, and executive leadership.

• Ability to work independently, prioritize competing demands, and maintain accountability for deadlines and department goals.

Physical Requirements

• Ability to lift and carry up to 50 pounds.

• Ability to climb ladders and access residential attics and job sites as required for inspections and operational oversight.

• Ability to sit and work at a computer for extended periods.

• Ability to stand, walk, bend, stoop, kneel, and move through residential and work areas as required.

• Ability to safely access job sites and observe HVAC equipment in typical residential service environments.

• Ability to perform essential job functions with or without reasonable accommodation.

Work Environment

The HVAC Service Manager works primarily in an office and warehouse environment, with regular visits to residential job sites, customer homes, and other company work locations. Job-site visits may involve exposure to heat, humidity, confined areas, attics, mechanical equipment, electrical components, construction environments, dust, noise, and other conditions typical of residential HVAC service work. The position may require occasional evenings, weekends, after-hours availability, or emergency response based on business needs.

Equipment Used

• Company-provided computer and related office equipment.

• Company-provided smartphone and tablet.

• ServiceTitan field-service management software.

• Microsoft 365 applications and related business software.

• Company vehicle.

• Personal protective equipment appropriate to the task and work environment.

Other Requirements

• Must maintain a valid driver's license and acceptable driving record.

• Must comply with company policies and procedures, including safety, attendance, vehicle, technology, and confidentiality requirements.

• Must be available to work outside normal business hours when operational needs require.

• Must be willing and able to travel to company job sites and work locations as required.

• Must be able to work effectively in a fast-paced residential service environment and respond appropriately to changing operational demands.

What Can We Do for You?

• Competitive compensation package. Pay Range: $85,000.00 - $125,000.00 per year (Depending on Experience) + bonus opportunity

• Medical, dental, and vision insurance.

• 401(k) with company match.

• Paid time off and paid holidays.

• Career growth opportunities.

• Professional development opportunities.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law.

Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.