Service Manager - HVAC & Building Automation Systems

Lead Our Service Team. Build Customer Relationships. Drive Growth.

J & H Controls is seeking an experienced, customer-focused Service Manager to lead our HVAC and Building Automation Systems (BAS/DDC) service department. This is a key leadership role responsible for overseeing daily service operations, developing customer relationships, managing and mentoring personnel, and driving profitable revenue growth.

The ideal candidate combines strong technical knowledge of HVAC and building automation controls with excellent communication, organizational, leadership, and sales skills. This individual will represent J & H Controls to our customers and lead with a service-first mindset, ensuring customer satisfaction, high-quality work, and long-term partnerships.

Key Responsibilities

Service Operations & Leadership

• Oversee daily service department operations, balancing customer needs, technician productivity, project execution, and business objectives.
• Manage daily, weekly, and monthly scheduling and dispatching for maintenance service agreements (MSAs), preventative maintenance, service calls, repairs, system upgrades, and equipment replacement projects.
• Respond to incoming service requests, prioritize urgent needs, and ensure timely, effective resolution of customer issues.
• Maintain accurate service schedules and monitor the completion of service calls, repairs, and projects.
• Review and approve daily technician time tickets and job reports.
• Maintain current maintenance agreement reports, service schedules, and repair tracking lists.
• Coordinate with office personnel to ensure accurate and timely billing.
• Establish and maintain high standards for workmanship, quality control, professionalism, safety, and customer service.
• Address personnel matters, support employee development, and recruit qualified technicians and service personnel.
• Identify and implement opportunities to improve department productivity, efficiency, processes, and overall performance.

Customer Relationship Management

• Serve as a primary point of contact for service customers and represent J & H Controls with professionalism and integrity.
• Build and maintain strong, long-term customer relationships that foster trust, loyalty, and repeat business.
• Conduct quarterly or semiannual customer visits to review system performance, service needs, customer satisfaction, and future opportunities.
• Communicate clearly and proactively regarding service issues, project status, recommendations, and proposed solutions.
• Take ownership of customer concerns and work diligently to resolve issues in a timely and professional manner.

Sales, Estimating & Business Development

• Develop and execute strategies to achieve monthly and annual service department revenue goals.
• Estimate, propose, negotiate, and sell new maintenance service agreements and renewals.
• Identify and develop opportunities for BAS/DDC system updates, upgrades, expansions, and modernization.
• Estimate, propose, and sell HVAC service and repair projects, equipment replacements, and system upgrades.
• Proactively identify opportunities within the existing customer base, including energy conservation measures, system improvements, equipment replacement, and expanded service offerings.
• Partner with customers to identify solutions that improve building performance, system reliability, occupant comfort, and operational efficiency.
• Drive sustainable, year-over-year service revenue growth, targeting 5–7% annual growth .
• Monitor sales opportunities, proposals, customer retention, and revenue performance to support department objectives.

Qualifications & Experience

• Thorough understanding of BAS/DDC systems, including system design, estimating, applications, upgrades, and sales.
• Strong knowledge of HVAC systems, including their operation, controls, troubleshooting, maintenance, and service requirements.
• Demonstrated ability to estimate projects, develop proposals, identify customer needs, and close sales opportunities.
• Previous experience managing service operations, coordinating technicians, or leading a technical service team is strongly preferred.
• Proven ability to manage competing priorities, organize schedules, and make sound decisions in a fast-paced environment.
• Strong customer service, relationship-building, negotiation, and problem-solving skills.
• Excellent written and verbal communication skills, with the ability to communicate clearly and effectively with customers, technicians, management, and other stakeholders.
• Strong organizational skills, attention to detail, and the ability to manage multiple projects and responsibilities simultaneously.

Leadership & Personal Attributes

The successful candidate will demonstrate:

• Customer-first leadership: Consistently prioritizes customer needs and builds lasting relationships.
• Strong interpersonal skills: Builds trust, communicates effectively, and works collaboratively with customers and employees.
• Composure under pressure: Maintains a calm, professional demeanor and makes sound decisions in challenging situations.
• Accountability: Takes ownership of customer issues, operational performance, and business results.
• Business development mindset: Recognizes opportunities, develops solutions, and actively contributes to revenue growth.
• Continuous improvement: Proactively identifies ways to improve productivity, efficiency, service quality, and professionalism.
• Professionalism and integrity: Represents J & H Controls positively in every customer and employee interaction.

What Success Looks Like

Success in this position means delivering an exceptional customer experience while building a more efficient, productive, and profitable service department. The Service Manager will be expected to strengthen customer relationships, maintain high service standards, develop new business opportunities, support and lead personnel, and achieve sustainable revenue growth.

If you are an experienced HVAC and building automation professional who combines technical expertise, customer-focused leadership, and a passion for business development, we invite you to explore this opportunity with J & H Controls.