Service Manager (HVAC)

The HVAC Service Manager is responsible for overseeing the daily operations of the service department, ensuring the delivery of high-quality customer service, effective team management, and consistent achievement of department goals. This role plays a key part in maintaining operational efficiency, enhancing team performance, and driving profitability in the Atlanta, GA market. Key Responsibilities Manage and mentor a team of HVAC service technicians, ensuring adherence to company policies and procedures. Provide regular training opportunities to enhance technical skills and improve customer service standards. Conduct performance evaluations and implement strategies for team improvement. Operational Oversight Oversee service scheduling and dispatching to ensure efficient routing and timely job completion. Monitor technician productivity and work quality to ensure alignment with company standards. Ensure all work complies with safety regulations, local codes, and industry best practices. Customer Experience Management Act as the primary point of contact for escalated service issues, resolving concerns promptly and professionally. Maintain strong relationships with key customers to ensure satisfaction and repeat business. Implement strategies to improve overall customer satisfaction scores. Manage department budgets, track expenses, and analyze financial performance. Identify opportunities to increase revenue through upselling, service agreements, and efficiency improvements. Collaborate with the sales team to support cross-departmental goals. Generate regular reports on department performance, including technician metrics, customer satisfaction, and financial results. Analyze data to identify trends, challenges, and opportunities for improvement. Recommend and implement process improvements to enhance service delivery. Key Performance Indicators (KPIs) Customer satisfaction scores (e.g., Net Promoter Score, resolution time for escalated issues). Technician productivity (jobs completed, revenue generated per technician). Service department profitability (budget adherence, revenue growth). Employee retention and engagement within the service department. Qualifications 10+ years of experience in HVAC industry. 2+ years in a supervisory or management role required. Comprehensive knowledge of HVAC systems, troubleshooting, and repair techniques is recommended but not required. Proven ability to lead and develop teams in a fast-paced environment. Strong customer service and conflict-resolution skills. Proficiency in using service management software and tools. Valid driver’s license and clean driving record. Office-based role with occasional travel to job sites and customer locations. Requires availability for after-hours support and occasional weekend work. Compensation Competitive salary, performance-based bonuses, and comprehensive benefits package. This position is a vital leadership role within our Atlanta service team. By fostering a high-performing and customer-focused environment, the HVAC Service Manager will contribute to the continued success and growth of the company. All team members are required to demonstrate a dedication to fostering a workplace free from substance abuse and are expected to yield positive results on their criminal background and motor vehicle checks. Anchor Heating and Air is an equal opportunity employer and prohibits discrimination and harassment. We are committed to ensuring that all employees and job applicants are treated fairly, regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, veteran status, or any other protected characteristic. We comply with all applicable federal, state, and local laws governing nondiscrimination in employment. This commitment applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. #J-18808-Ljbffr Anchor Heating and Air