HVAC Service Manager

HVAC Service Manager Opportunity at Coolray Heating & CoolingCoolray Heating & Cooling is growing in Nashville, and we're looking for an experienced HVAC Service Manager to lead our residential HVAC service team. This is more than managing technicians and schedules. We're looking for a hands-on leader who knows how to develop people, drive performance, improve the customer experience, and build a high-performing service operation.The HVAC Service Manager will own the day-to-day performance of the service department, coach and develop technicians, drive revenue and operational KPIs, and partner with leadership to support Coolray's continued growth throughout the Nashville market.If you know the HVAC business, love developing people, and understand how great service, strong leadership, and operational discipline come together to drive results - we want to talk to you.Compensation and BenefitsCompetitive Compensation: $100,000–$115,000 annually PLUS Bonus Eligibility based on performance metricsPaid Time Off (PTO)Health, Vision, and Dental plans for you and your family to choose from401(k) Retirement Plan with company matchLife InsuranceShort-Term and Long-Term DisabilityFlexible Spending Account (FSA)Employee Assistance Program (EAP)Legal Services and Identity Theft ProtectionOngoing professional development and leadership growth opportunitiesThe opportunity to help build and scale a growing Nashville operationQualificationsProven leadership experience within residential HVAC service operations.Strong technical knowledge of residential HVAC systems, service, diagnostics, and repair.Demonstrated ability to lead, coach, and develop field service technicians.Strong understanding of HVAC service KPIs, financial performance, and operational metrics.Experience driving revenue growth through technician development, customer service, and performance management.Ability to analyze performance data and turn insights into action.Strong understanding of HVAC equipment, materials, pricing, and general system design.Excellent communication, leadership, problem-solving, and decision-making skills.Ability to prioritize, set goals, manage multiple responsibilities, and meet deadlines in a fast-paced environment.Strong customer-service mindset with the ability to effectively resolve escalated concerns.Positive energy, competitive drive, and a passion for building successful teams.High School Diploma or equivalent required; Bachelor's Degree preferred.Valid driver's license and ability to travel throughout the Nashville service area as needed.Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. The company encourages all qualified candidates who are eligible to work in the United States to apply, but it does not sponsor applicants or employees who require a visa to work legally.ResponsibilitiesLead & Develop the Team:Lead, coach, motivate, and develop a team of residential HVAC Service Technicians.Build a culture of accountability, performance, teamwork, and continuous improvement.Conduct regular coaching sessions, ride-alongs, one-on-ones, and performance reviews to improve technician effectiveness.Identify individual training and development opportunities and create action plans to improve performance.Provide ongoing technical, product, customer service, and sales training.Support technician onboarding and ensure new team members are positioned for long-term success.Recognize top performance while quickly addressing performance gaps.Drive Service Department Performance:Own and drive key department performance metrics, including: revenue and monthly truck revenue, average ticket, conversion/closing rate, membership opportunities, lead generation, callbacks and warranty work, technician productivity and efficiency, and customer satisfaction.Use performance data to identify trends, opportunities, and areas requiring immediate action.Coach technicians on presenting options, educating homeowners, identifying customer needs, and maximizing every service opportunity while maintaining a customer-first approach.Partner with leadership to establish department goals and execute strategies to achieve revenue and profitability targets.Ensure technicians have the tools, training, inventory, and support needed to perform at a high level.Deliver Operational Excellence:Oversee the daily operations of the HVAC Service Department to ensure efficient scheduling, productivity, and customer service.Maintain strong operational controls around inventory, invoice completion, documentation, reporting, and department processes.Monitor callbacks, warranty work, and quality issues and implement corrective actions when necessary.Ensure all work meets Coolray's quality standards and applicable safety and regulatory requirements.Maintain accurate reporting and provide leadership with visibility into department performance.Partner cross-functionally with Dispatch, Customer Service, Sales, Install, Recruiting, HR, and other teams to ensure strong execution across the business.Champion the Customer Experience:Create a culture where exceptional customer service is the expectation on every call.Handle escalated customer concerns professionally and work toward timely, effective resolutions.Coach technicians on communication, professionalism, customer education, and delivering a five-star experience.Monitor customer feedback and use trends to improve technician performance and department processes.