HVAC Service Manager

Benefits: 401(k) 401(k) matching Company car Free uniforms Health insurance Training & development HVAC Service Manager — Founding Team Member Build the Department. Develop the Team. Drive Results. Company: One Hour Heating & Air Conditioning of South Akron Location: Akron, Ohio Job Type: Full-Time Compensation: $30–$45 per hour, based on skills and experience About Us: Local Roots. Family Values. A Team Built to Last. One Hour Heating & Air Conditioning of South Akron is bringing trusted, nationally recognized HVAC service to our local community, and we're building our team from the ground up. We're looking for an experienced Senior HVAC Service Manager to join our founding team and take a leading role in building our service department from the ground up. This isn't an opportunity to simply step into an established department and maintain the status quo. You'll help build the team, establish the processes, set performance expectations, develop technicians, and create the standards that will shape our service operation for years to come. You'll work directly with ownership, have a voice in how the department operates, and see the results of your leadership firsthand. We're looking for someone who combines strong technical HVAC knowledge with leadership ability, business awareness, and a genuine desire to help people succeed. If you're tired of being just another number and want the opportunity to build something meaningful with a local, family-owned business, we'd love to meet you. What You'll Do 1. Build and Lead the Service Department Your primary responsibility will be to build, lead, and develop a high-performing HVAC service department. As a founding team member, you'll have the opportunity to help establish the foundation of our service operation rather than simply inherit someone's processes. You'll work directly with ownership to build a department that delivers excellent customer service, develops strong technicians, operates efficiently, and contributes to the long-term success of the business. Your responsibilities will include: Help design and establish the service department's operating procedures, workflows, and performance standards. Build a strong service team by helping identify staffing needs, evaluate candidates, onboard new technicians, and develop employees as the company grows. Establish clear expectations for technician productivity, workmanship, customer service, professionalism, and accountability. Develop consistent processes for dispatch coordination, call management, technician support, quality control, and customer follow-up. Help establish department goals, performance benchmarks, and reporting practices in partnership with ownership. Identify opportunities to improve efficiency, service quality, customer retention, and department profitability. Build a culture of teamwork, accountability, continuous improvement, and pride in doing the job right. Develop training and coaching practices that help technicians grow professionally and improve their performance. Help identify and develop future lead technicians and field supervisors as the department expands. Work with ownership to plan for department growth, including staffing, training, operational needs, and service capacity. Evaluate what's working, identify what's not, and implement practical improvements as the business evolves. Take ownership of department results while communicating challenges, opportunities, and progress to ownership. We're looking for a builder—not just a manager. Someone who can take a vision, help turn it into a functioning service operation, and develop the people and processes needed to sustain long-term growth. 2. Technician Performance & KPI Management Building a successful service department requires more than keeping technicians busy. It requires understanding performance, measuring results, coaching improvement, and holding people accountable. You'll be responsible for monitoring technician performance and helping ensure the department meets its established goals. Responsibilities include: Monitor and manage key performance indicators (KPIs), including call close rate, average ticket, revenue per technician, membership sales, callback rate, customer satisfaction, and productivity. Review technician scorecards and performance reports regularly to identify strengths, address performance gaps, and measure progress. Conduct regular one-on-one coaching sessions and performance reviews. Establish individual and department performance expectations in partnership with ownership. Develop improvement plans for technicians who consistently fall short of expectations. Coach technicians on diagnostic skills, repair recommendations, customer communication, and effective presentation of service options. Identify trends in technician performance and implement strategies to improve results. Monitor callbacks, warranty issues, and customer feedback to identify opportunities for improvement. Track department performance against established goals and report results to ownership. Recognize strong performance and help build a culture where employees understand expectations and take pride in meeting them. Balance productivity and revenue goals with quality workmanship, customer satisfaction, and ethical recommendations. We want a manager who understands the story behind the numbers. You'll be expected to identify what drives performance, coach the behaviors that improve results, and take action when the department falls short of its goals. 3. Service Department Operations Oversee the day-to-day operation of the residential HVAC service department. Coordinate with dispatch and office personnel to improve scheduling efficiency, call distribution, and technician capacity. Monitor daily call volume, technician productivity, and available service capacity. Help ensure service calls are handled efficiently and professionally. Establish processes for tracking completed work, customer concerns, callbacks, and outstanding recommendations. Support technicians with difficult calls, customer escalations, and operational challenges. Ensure team members follow company procedures, safety protocols, and applicable local and state codes. Work with ownership to identify opportunities to improve labor efficiency, reduce rework, and strengthen overall department profitability. 4. Technician Training & Development Mentor and develop technicians at varying experience levels. Train technicians in proper diagnostic procedures, repair techniques, safety practices, and customer communication. Help establish onboarding and training programs for new team members. Identify individual training needs and opportunities for professional development. Provide technical guidance and field support when technicians encounter difficult diagnostic or repair situations. Help develop future lead technicians and field supervisors. Create an environment where technicians can ask questions, improve their skills, and take ownership of their professional growth. 5. Hands-On Technical Leadership Diagnose and repair complex residential HVAC issues involving furnaces, boilers, heat pumps, air conditioners, and associated ductwork. Assist with challenging diagnostic calls, second opinions, and difficult troubleshooting situations. Perform service, maintenance, and installations as needed to support the business and team. Help technicians resolve difficult technical issues and improve diagnostic accuracy. Ensure repairs are completed correctly and efficiently, with an emphasis on quality workmanship and first-time fixes. Maintain current knowledge of HVAC equipment, electrical systems, refrigeration, gas systems, and modern controls. 6. Customer Experience & Quality Control Establish and maintain high standards for customer service throughout the department. Ensure technicians communicate system issues, repair options, and pricing clearly and professionally. Address customer escalations and assist with resolving complex service concerns. Monitor customer satisfaction, complaints, callbacks, and warranty issues. Reinforce ethical service recommendations that prioritize customer needs while supporting company goals. Use customer feedback and service trends to identify opportunities for improvement. What You'll Be Accountable For You'll work directly with ownership to establish goals, review results, and develop strategies that support a successful service department. Key performance areas will include: Department Development – Establishing effective processes, standards, and workflows that support a growing service operation. Technician Performance – Building a team that consistently meets established productivity, quality, and customer service expectations. Call Close Rate – Improving the percentage of service calls resulting in approved work through effective diagnostics and customer communication. Average Ticket – Helping technicians identify legitimate repair opportunities and present appropriate solutions. Revenue per Technician – Improving technician productivity and overall contribution to department revenue. Callback Rate – Maintaining high-quality workmanship and reducing repeat visits caused by incomplete or unsuccessful repairs. Membership Conversion – Building recurring customer relationships through appropriate service agreement offerings. Customer Satisfaction – Delivering a customer experience that encourages repeat business, positive feedback, and referrals. Technician Development – Improving individual performance through training, coaching, and accountability. Operational Efficiency – Improving scheduling coordination, service capacity, and effective use of available working hours. Department Profitability – Supporting healthy margins through productivity, labor efficiency, quality control, and reduced rework. You'll be expected to review results consistently, coach to performance gaps, recognize improvement, and communicate department performance to ownership. The goal is to build a service department that performs consistently, develops its people, takes care of customers, and supports the long-term growth of the business. What We're Looking For We're looking for a proven HVAC professional who combines technical expertise with leadership, accountability, and sound business judgment. Required Qualifications 5+ years of hands-on residential HVAC service and repair experience. Previous experience leading, training, coaching, or supervising technicians. EPA Section 608 certification. Valid driver's license with a clean driving record. Strong working knowledge of electrical, refrigeration, and gas systems across multiple equipment types and brands. Excellent diagnostic and troubleshooting skills. Understanding of HVAC service department performance metrics, productivity, and revenue drivers. Ability to evaluate technician performance, identify improvement opportunities, and provide effective coaching. Strong organizational, communication, and problem-solving skills. A customer-first mindset and commitment to ethical service recommendations. Ability to work in attics, crawlspaces, tight spaces, and outdoor conditions when field support is needed. Ability to lift up to 75 pounds and work safely on ladders when required. Strongly Preferred Previous experience as an HVAC Service Manager, Lead Technician, Field Supervisor, or similar leader. Experience managing technician scorecards, KPIs, performance reviews, and productivity goals. Experience establishing or improving service department processes. NATE certification. Ohio HVAC contractor license, or the desire and ability to obtain one. Experience with smart thermostats, communicating systems, and modern HVAC controls. Understanding of labor costs, gross margin, callbacks, and service department profitability. Compensation & Benefits We believe taking care of our employees is part of building a successful business. We're committed to offering competitive compensation, meaningful benefits, and opportunities to grow with the company. Competitive Compensation: $30–$45 per hour, based on skills, experience, and qualifications. Performance Incentives: Opportunities to share in the company's success. Health Coverage: Medical, dental, and vision insurance. Retirement: 401(k) with company match. Paid Time Off: Paid vacation, sick time, and holidays. Company Vehicle: Company-provided vehicle for applicable job responsibilities. Tools: Tools provided or tool allowance, as applicable. Professional Development: Ongoing paid training and support for certifications, including NATE, EPA renewals, and manufacturer training. Overtime and On-Call Pay: Opportunities for overtime and additional compensation for eligible on-call and emergency service work. Uniforms: Company-provided uniforms. Career Growth: An opportunity to help build the service department and grow into expanded leadership responsibilities as the business develops. Why Join a Local, Family-Owned Business? We know experienced HVAC professionals have options. We also know that the right work environment can make all the difference. Here's what makes this opportunity different: You'll help build the department. You won't simply inherit established processes. You'll help create the systems, standards, and culture that shape our service operation. You'll work directly with ownership. Your ideas and experience will help influence how the business operates, grows, and serves its customers. You'll have meaningful responsibility. You'll be trusted to lead technicians, improve performance, and help build an effective service department. You'll see the impact of your work. Your leadership will influence technician development, customer satisfaction, department performance, and company growth. You'll be part of a team, not just a number. We're building a business where people are valued for their experience, contributions, and commitment to doing things right. You'll have room to grow. As the company expands, you'll have opportunities to develop future leaders and take on greater responsibility. We're a new location backed by an established national brand, but our ownership is local and family-driven. We're building for the long term and want people on our team who take pride in being part of that. Schedule Full-time, Monday through Friday, with a seasonal on-call rotation for emergency HVAC calls, including evenings and weekends as needed. Ready to Build Something Great? We're looking for an experienced HVAC leader who knows the trade, understands the business, and wants the opportunity to build a service department from the ground up. If you're ready to develop technicians, establish strong processes, improve performance, and help shape the future of a growing local business, we'd like to hear from you. Bring your experience. Lead with integrity. Build a team. Make an impact. Join One Hour Heating & Air Conditioning of South Akron and become a founding team member of a local, family-owned business committed to its employees, customers, and community. #J-18808-Ljbffr Onehourheatandairoc