Service Manager

Service Manager

Operations & Customer Experience HVAC | Plumbing | Electrical

Role Overview

The Service Manager is the operational heartbeat of our service departments. This role goes beyond traditional field oversight — it's the connective tissue between the customer experience, the scheduling board, the technician team, and the financial close process. Equal parts coach, dispatcher, communicator, and administrator, the Service Manager ensures that every job gets on the board, every customer gets a great experience, and every dollar gets captured.

This role owns both the people side (coaching, performance, team development) and the operational side (scheduling, AR, job batching, commissions) — making it one of the most impactful positions in the branch.

Compensation: $90,000-$110,000 base + performance bonuses up to 15% of base

Reporting Structure

Reports To: General Manager Collaborates With: Sales, Warehouse, Install, CX, Field Supervisors, Service Team Leaders, and Technicians

Core Values in Action

Likeable: Brings positive energy to stressful situations and builds a team culture people want to be part of. Ethical: Leads with fairness and honesty whether handling a customer issue, coaching a technician, or closing a billing dispute. Responsible: Owns outcomes — holds the team accountable for safety, communication, and performance while hitting KPIs. Knowledgeable: Knows the trades and how to run a service operation. Coaches confidently and stays current. Reliable: Shows up prepared and consistent. Keeps jobs, people, and information moving every single day.

What You'll Do

This role operates across three rhythms — Daily (the Big Rocks that keep operations running), Weekly (the Little Rocks that keep the business clean), and Monthly (the Sand that closes the loop on financials and compliance).

Daily

• Communications & Customer Experience: Monitor and respond to inbound emails and customer inquiries. Handle inbound customer calls and provide front-line service support as needed. Manage technician field calls — handle questions, escalations, and real-time problem solving.
• Scheduling & Dispatch: Build and manage the HVAC Install schedule for daily execution. Schedule and optimize HVAC Service, Plumbing, and Electrical jobs. Monitor the Hold Board and proactively call on all unscheduled install jobs. Address same-day missed appointment reschedules (ARs) in real time.
• Reporting & Huddles: Populate Daily Huddle data in the Excel tracker across all departments. Send out Daily TGL Stats and the Daily Huddle Sheet to leadership. Field & Team Support: Coach and support Service Team Leaders in dispatch decisions and technician performance. Monitor job notes, documentation, and CRM accuracy. Respond to urgent reschedules and escalations in real time.

Weekly

• Accounts Receivable: Manage all open AR collections — follow up until resolved. Process approved customer refunds accurately and timely.
• Job & Ticket Management: Conduct ticket reviews: pulse check open jobs and clean up incomplete records. Batch all completed jobs to ensure revenue is properly recorded. Review and approve invoices, diagnostics, and estimates for accuracy.
• Team & Performance: Hold weekly Service Team Leader meetings focused on KPIs, training, and alignment. Conduct 1-on-1s with STLs to review technician performance and coach on leadership. Track and follow up on open opportunities, unresolved repairs, and warranty calls.

Monthly

• Financial Close: Submit technician and team commissions by month-end deadline. Confirm all subcontractor fees on jobs are received before close. Ensure all jobs are fully batched with no open revenue left on the board.
• Dept. Review & Development: Review department KPIs and lead improvement initiatives (conversion rate, billable efficiency, membership conversion, lead conversion). Conduct formal audits on vehicles, tools, and technician readiness. Collaborate with CX and warehouse to forecast parts, seasonal needs, and lead flow. Contribute to hiring, onboarding, and advancement decisions for the service team.

How Success Is Measured

Options per Opportunity: Consistently presents multiple repair and upgrade options to educate customers and provide the best solutions for their needs. Opportunity Conversion Rate: Converts a high percentage of service opportunities into completed, revenue-generating work. Converted Job Average: Maintains an average ticket value that meets or exceeds company performance goals. Billable Efficiency: Maximizes productivity by maintaining strong billable efficiency and minimizing non-billable time. Membership Conversion Rate: Effectively communicates the value of our maintenance plans and consistently enrolls new members. Lead Conversion Rate: Generates quality equipment replacement and upgrade leads that result in sold jobs. AR Aging & Collection Rate: Completes documentation accurately and promptly to support timely billing and collections. Job Batching Accuracy: Ensures all completed work is properly documented, closed out, and processed on time. Customer Experience Score: Delivers exceptional service that results in positive reviews, referrals, and high customer satisfaction. First-Time Fix Rate: Diagnoses and resolves issues correctly on the first visit, minimizing callbacks and repeat trips. Team Development: Demonstrates continuous improvement through training, coaching, certifications, and skill development.

Skills You Need

Leadership: You coach, guide, and hold your team accountable with clarity and consistency. Service Expertise: You understand diagnostic and repair procedures across HVAC, plumbing, and electrical systems. Operational Coordination: You effectively manage dispatch, scheduling, and real-time field issues across multiple departments. Financial & Billing Ownership: You own the AR process from invoice to collection — persistent, accurate, and professional. Customer Communication: You confidently represent the company and support both routine and escalated customer interactions. Technology Proficiency: You use CRM tools, scheduling platforms, Excel, and communication tools to keep operations tight. Data Analysis: You understand KPIs, spot trends, and translate data into daily action. Cross-Departmental Collaboration: You work fluidly with Install, Warehouse, CX, and Sales to keep the whole machine running.

Education & Certifications

High school diploma or GED required. Trade school certification or equivalent field experience preferred. EPA Certification or relevant trade license is a plus.

Physical & Environmental Requirements

Occasional jobsite visits including basements, attics, crawl spaces, and outdoor conditions. Ability to lift up to 40 lbs and inspect work on ladders or rooftops. Standing, walking, driving, and field exposure required in varying weather. Flexibility for early starts, late finishes, or emergency support based on business needs.

Benefits

401(k) Dental insurance Health insurance Paid time off Vision insurance