Service Manager

Job Description

Sams Air Control is looking for an experienced HVAC Service Manager to lead and develop our growing team of Service Technicians. This is a hands-on leadership position for an extremely seasoned HVAC professional who has spent years in the field, understands complex diagnostics and troubleshooting, and has progressed into a leadership or management role.

The Service Manager will oversee the day-to-day operations of the service department, support technicians in the field, maintain high service and workmanship standards, and help build a strong, accountable, and customer-focused team. The ideal candidate is a hands-on leader, not simply an office manager, who can earn the respect of experienced technicians while effectively coaching, developing, and holding the team accountable. Strong communication, technical expertise, problem-solving, and sound decision-making are critical to success in this position.

Responsibilities

• Lead, supervise, coach, and develop HVAC Service Technicians
• Provide technical guidance and support on complex service and diagnostic issues
• Oversee daily service operations and work closely with dispatch to ensure efficient scheduling
• Conduct field visits, ride-alongs, quality checks, and technician coaching
• Monitor technician performance, productivity, quality, callbacks, and customer satisfaction
• Train and mentor technicians on technical skills, troubleshooting, customer communication, and company procedures
• Address technician performance issues and hold team members accountable to company standards
• Handle escalated customer concerns and work toward effective resolutions
• Review service tickets, invoices, notes, and technician documentation for accuracy and completeness
• Help ensure technicians follow proper safety procedures, HVAC codes, and company standards
• Assist with recruiting, interviewing, onboarding, and developing new Service Technicians
• Coordinate with Sales, Installation, Dispatch, and Office teams to ensure a smooth customer experience
• Help identify opportunities to improve service department efficiency, quality, and profitability
• Maintain strong relationships with technicians, customers, vendors, and internal teams

Requirements

• 8+ years of hands-on HVAC service experience preferred
• Previous leadership or management experience in HVAC required
• Strong residential HVAC service and diagnostic background
• Extensive knowledge of heating and cooling systems, including furnaces, central A/C, heat pumps, boilers, and mini-splits
• Strong troubleshooting and diagnostic abilities
• Experience managing, mentoring, or supervising HVAC technicians
• Excellent verbal and written communication skills
• Strong organizational and problem-solving skills
• Ability to work effectively with both field technicians and office staff
• Ability to hold employees accountable while maintaining a positive team environment
• Valid driver's license with a clean driving record
• EPA 608 certification preferred
• Experience with ServiceTitan or similar HVAC/service management software is a plus