Service Manager

TITLE: Service Manager

Summary:
The Service Manager oversees all aspects of the service department, providing leadership in technician
management, service delivery, customer support, and operational performance. This role ensures
high-quality commercial HVACR service, coordinates complex maintenance and repairs, and drives
the department’s financial and operational success.
The Service Manager acts as a senior representative of the company, communicating professionally
with customers, vendors, suppliers, and internal teams regarding project status, requirements, and
resolution of technical or operational issues. The role requires strong leadership, technical knowledge,
and operational oversight to maintain high standards of workmanship, safety, and productivity.
Qualifications: In addition to the qualifications listed below, the Service Manager is
expected to meet or exceed the qualifications required for the Assistant Service Manager
position, as they will provide leadership and support in those functions.
• High school diploma or equivalent; post-secondary education, trade school, or military
experience a plus
• Bachelor’s Degree or MBA preferred
• EPA Section 608 Universal
• OSHA 30 training preferred
• Five or more years of HVAC management experience or equivalent combination of education
and experience
• In-depth knowledge of HVAC/R systems, components, schematics, and local/state codes
• Experience with dispatching, CRM, and service platforms such as Jonas and XOI
• Valid driver’s license with a clean driving record
• Strong focus on managing teams, gross margin drivers, and profitability of a department
• Proven leadership and team management abilities
• Excellent verbal and written communication skills; strong conflict resolution and customer
service skills
• Proficiency in budgeting, job costing, and service KPIs
• Detail-oriented, highly organized, and able to handle multiple assignments simultaneously
• Proficiency in Microsoft Office suite (Word, Excel, Outlook) and general software navigation
• Professional appearance and demeanor; ability to model pride in workmanship
• Ability and willingness to work non-standard schedules, including nights, weekends, or
holidays as required
• Commitment to continuous improvement and staying current with evolving HVAC/R
technologies
Duties & Responsibilities: The following criteria identify duties to describe the principal functions of the job and shall not be considered as a detailed description of all work requirements that may be inherent in the position.
This position also encompasses all duties and responsibilities outlined in the Assistant Service Manager job description. The Service Manager is expected to perform these tasks as needed and provide oversight to ensure their consistent execution by the Assistant Service Manager.
Team Leadership & Development
•
Supervise, train, and mentor a team of commercial HVACR technicians.
•
Assign and schedule technicians for service calls, preventive maintenance, and emergency repairs.
•
Conduct regular performance evaluations and support ongoing training, certification, and career development
•
Lead the hiring process for service technicians, including screening, interviewing, and final selection
•
Foster a positive team culture focused on safety, professionalism, and quality
Service Operations & Dispatch
•
Prioritize service requests and coordinate scheduling to ensure timely and efficient field operations
•
Oversee field logistics including equipment readiness, inventory needs, vendor coordination, and fleet management
•
Work closely with the dispatcher to ensure all maintenance contract work is properly scheduled, tracked, and completed on time
•
Monitor service workflows to maintain responsiveness and customer satisfaction
•
Ensure accurate communication and documentation between field technicians and office staff
Maintenance Program Oversight
•
Review and approve scopes of work for all maintenance contracts to ensure accuracy, clarity, and profitability
•
Collaborate closely with the Maintenance & Training Manager to ensure PM technicians are properly trained and that all contract work is performed correctly and consistently
•
Support the refinement of maintenance standards, procedures, and quality expectations
•
Assist in identifying service opportunities and improvements based on maintenance findings
Client Relations & Support
•
Build and maintain strong relationships with commercial clients, including facility managers, property owners, and contractors
•
Respond to escalated customer concerns, resolve service issues, and reinforce long-term client retention
•
Review and approve estimates, proposals, and service agreements
• Participate in customer meetings, walkthroughs, and contract discussions as needed
Financial & Administrative Oversight
• Manage service department budgets, labor utilization, and gross margin goals
• Oversee job costing, pricing accuracy, invoicing, and billing workflows
• Generate and analyze KPIs and operational reports to evaluate department performance
• Ensure service activities support company profitability and strategic objectives
Compliance & Safety
• Ensure all field work complies with OSHA, EPA, and local regulatory requirements
• Conduct field safety audits, toolbox talks, and enforce company safety policies
• Promote a safety-first culture across the service team
Technical Leadership
• Provide advanced technical guidance and troubleshooting for complex commercial systems
including RTUs, split systems, VRFs, and cooling towers
• Assist with system startup and commissioning on major projects
• Stay up-to-date on HVACR technologies, controls innovations, manufacturer updates, and
industry best practices
• Serve as a technical resource for technicians and customers
Physical Demands:
• Regularly required to stand, walk, sit, use hands, reach with hands and arms, speak, and listen
• Occasionally required to climb or balance, stoop, kneel, crouch, or crawl
• Occasionally lift and/or move heavy items
• Have vision abilities to include close vision, distance vision, peripheral vision, depth
perception and ability to adjust focus
• Must have functional vision, hearing, and speech sufficient to conduct business face-to-face
and over the phone