HVAC Service Manager

Position Overview Are You an Experienced HVAC Leader Ready to Take Your Career to the Next Level? A well-established and growing home services organization serving the Greater Charlotte, North Carolina area is seeking an experienced, results-driven HVAC Service Manager to lead its heating, ventilation, and air conditioning operations. This is an exciting leadership opportunity for a hands-on HVAC professional who combines strong technical expertise with exceptional people management, operational oversight, and business development capabilities. The ideal candidate will have a proven track record of managing HVAC service technicians, improving field productivity, driving revenue growth, maintaining exceptional customer satisfaction, and developing high-performing teams. We are looking for a leader who understands that successful HVAC operations require more than technical knowledge. They demand accountability, strategic planning, customer-focused service delivery, and the ability to motivate teams toward measurable results. Key Responsibilities HVAC Operations & Service Management Oversee daily HVAC service operations, including diagnostics, repairs, preventative maintenance, installations, and system replacements. Manage and coordinate field service activities to ensure timely, efficient, and high-quality service delivery. Collaborate with dispatch and scheduling teams to optimize technician assignments, service routes, and appointment availability. Monitor daily service schedules, technician workloads, job completion rates, and operational efficiency. Provide technical guidance and troubleshooting support for complex HVAC service issues. Coordinate emergency service requests, technician availability, and on-call coverage as required. Ensure appropriate management of service vehicles, equipment, tools, parts, and inventory. Implement operational improvements to reduce callbacks, minimize downtime, and increase first-time repair completion rates. Leadership, Training & Team Development Lead, coach, mentor, and develop HVAC service technicians and installation personnel. Participate in technician recruitment, interviewing, hiring, onboarding, and retention initiatives. Conduct regular team meetings, individual performance evaluations, and field ride-alongs. Identify technical skill gaps and implement targeted training and professional development programs. Establish clear performance expectations and promote accountability, professionalism, teamwork, and continuous improvement. Provide coaching on diagnostic procedures, service recommendations, customer communication, and professional sales practices. Foster a positive, safety-conscious, and performance-driven workplace culture. Financial Performance & Business Growth Monitor and improve HVAC department revenue, profitability, productivity, and operational performance. Assist with departmental budgeting, labor planning, expense management, and financial forecasting. Evaluate service pricing, repair estimates, equipment replacement opportunities, and maintenance agreement performance. Identify opportunities to increase revenue through preventative maintenance programs, service agreements, system upgrades, and customer retention. Monitor technician productivity and financial performance while maintaining ethical service recommendations and customer trust. Collaborate with senior leadership to establish growth strategies and achieve departmental objectives. Evaluate operational trends and recommend improvements that enhance service delivery and profitability. Customer Service & Quality Assurance Maintain exceptional customer service standards across all HVAC service and installation activities. Address escalated customer concerns, warranty issues, and service-related complaints professionally and promptly. Conduct field quality inspections and review completed service documentation to ensure workmanship standards are consistently maintained. Ensure technicians communicate diagnoses, repair options, pricing, and service recommendations clearly and accurately. Promote long-term customer relationships through dependable service, transparent communication, and consistent follow-through. Develop strategies to improve customer satisfaction, positive reviews, referrals, and repeat business. Safety, Compliance & Technical Standards Ensure all HVAC operations comply with applicable North Carolina mechanical codes, EPA refrigerant regulations, OSHA requirements, and company safety policies. Maintain awareness of HVAC industry advancements, equipment technologies, and manufacturer specifications. Reinforce proper refrigerant handling, electrical safety, equipment operation, and jobsite safety procedures. Verify that technicians maintain required certifications, training, and applicable professional credentials. Support accurate service documentation, warranty processing, and regulatory compliance. Required Qualifications Minimum of 5 years of hands-on HVAC service experience , preferably within residential HVAC operations. Minimum of 2–3 years of supervisory, team lead, or management experience in HVAC service, installation, or field operations. Strong technical knowledge of residential heating and cooling systems, including air conditioners, heat pumps, gas furnaces, air handlers, thermostats, and indoor air quality equipment. Demonstrated ability to supervise, coach, and develop HVAC technicians. Experience coordinating service dispatch, field scheduling, technician productivity, and operational workflows. Working knowledge of HVAC diagnostics, preventative maintenance, equipment installation, and repair procedures. Understanding of service department financial performance, including revenue, labor efficiency, profitability, and operational costs. Strong communication, organizational, problem-solving, and decision-making skills. Ability to manage competing priorities in a fast-paced, customer-focused service environment. Familiarity with service management software, digital dispatch systems, and performance reporting tools. Valid driver's license and driving record meeting company requirements. Preferred Qualifications 7–10+ years of progressive HVAC industry experience. Previous experience as an HVAC Service Manager, HVAC Operations Manager, Field Service Manager, Installation Manager, or HVAC Service Supervisor. EPA Section 608 certification. NATE certification or equivalent advanced HVAC technical credentials. Experience with ServiceTitan or comparable field service management software. Demonstrated success improving service department revenue, technician productivity, customer satisfaction, and employee retention. Experience managing maintenance agreements, service sales performance, and HVAC replacement opportunities. Familiarity with HVAC equipment manufacturers, warranty administration, and vendor relationships. Experience supporting departmental budgets, performance reporting, and operational growth initiatives. Key Performance Indicators (KPIs) Success in this position will be evaluated through measurable operational, financial, and leadership outcomes, including: Revenue & Profitability: Department revenue, gross profit margins, and financial performance. Technician Productivity: Completed service calls, labor utilization, and operational efficiency. Service Quality: First-time fix rates, callback frequency, and warranty-related service issues. Customer Satisfaction: Customer feedback, complaint resolution, retention, and service reviews. Sales Performance: Average service ticket, approved repair recommendations, and maintenance agreement growth. Team Development: Technician retention, training completion, and individual performance improvements. Operational Excellence: Scheduling efficiency, dispatch effectiveness, inventory management, and safety compliance. Specific performance targets will be established in collaboration with leadership. Benefits & Career Opportunities The organization offers a competitive employment opportunity with access to: Medical, dental, and vision insurance 401(k) retirement plan Paid time off (PTO) Professional development and leadership growth opportunities An established customer base and supportive operational environment The opportunity to make a measurable impact on departmental performance and business growth Compensation, benefits eligibility, and final employment terms will be confirmed during the interview process. Who We're Looking For We are seeking more than someone who can manage technicians or troubleshoot HVAC systems. We want a leader who can build a team, strengthen operations, develop talent, and drive results. The ideal candidate is technically knowledgeable, financially aware, customer-focused, and passionate about helping others succeed. This individual takes ownership of department performance, leads by example, and consistently identifies opportunities to improve service quality and operational efficiency. If you are an experienced HVAC professional who thrives on leadership, accountability, operational excellence, and business growth, we encourage you to explore this opportunity. Apply Today — Confidential Opportunity Your HVAC Experience Has Built Your Career. Now Put Your Leadership Skills to Work. Take the next step toward a rewarding management opportunity where your technical expertise, leadership capabilities, and operational insight can make a meaningful difference. Qualified candidates are encouraged to apply for confidential consideration. All candidate inquiries and applications will be handled with appropriate confidentiality. We are an Equal Opportunity Employer and consider qualified applicants without regard to legally protected characteristics.