HVAC SERVICE MANAGER

Job Description

Job Description

Benefits:

• 401(k)
• Employee discounts
• Health insurance
• Paid time off

HVAC Service Manager

C.D. Shanahan’s HVAC, Plumbing, Electrical & Remodeling, LLC

Location: Springfield, VA | Northern Virginia
Employment Type: Full-Time
Compensation: Competitive Base Salary + Commission Incentives + Performance Bonuses

About Our Company

C.D. Shanahan’s is a growing, locally owned HVAC, plumbing, electrical, and remodeling company serving Northern Virginia, Washington, D.C., and Maryland.

We are seeking an experienced, motivated, and results-driven HVAC Service Manager to lead, develop, and grow our residential HVAC service department.

We are looking for more than someone who can manage a schedule or answer technical questions. We want a leader who takes ownership, holds themselves and their team accountable, develops strong technicians, improves daily operations, and actively drives department growth and profitability.

This is an opportunity for someone who wants to help build a high-performing service department, make meaningful decisions, and be rewarded for measurable results.

Key Responsibilities

Service Call Review & Quality Control

Review 100% of completed HVAC service calls, ensuring every job meets company expectations for quality, documentation, customer communication, and follow-through.
Conduct daily technician debriefs and review diagnostic findings, photographs, equipment information, completed checklists, estimates, and job summaries.
Ensure technicians present appropriate repair options, maintenance agreements, and qualified replacement opportunities while on-site.
Verify customer approvals, signatures, deposits, and payments are properly obtained and documented.
Identify missed opportunities, incomplete documentation, outstanding estimates, and unresolved customer concerns.
Ensure technicians complete jobs properly before closing them out.
Monitor callbacks, warranty repairs, and repeat visits to identify causes and prevent recurring issues.
Provide timely coaching and corrective action when standards are not met.
Ensure company service procedures and quality-control requirements are consistently followed.

Service Department Growth & Profitability

Take ownership of the HVAC service department’s revenue, gross profit, productivity, and long-term growth.
Develop and implement strategies to increase service revenue, maintenance agreement memberships, customer retention, and qualified replacement opportunities.
Establish monthly, quarterly, and annual department performance goals.
Set measurable revenue, productivity, and quality expectations for individual technicians.
Monitor average ticket, revenue per technician, conversion rates, maintenance agreement sales, and replacement lead generation.
Identify ways to improve technician efficiency, labor utilization, scheduling, and operational profitability.
Control unnecessary expenses, preventable callbacks, warranty costs, and avoidable return visits.
Work closely with ownership to develop growth strategies and continuously improve department performance.

Technician Leadership & Accountability

Lead, coach, motivate, and develop a team of HVAC service technicians.
Establish clear expectations for punctuality, attendance, professionalism, workmanship, customer service, and productivity.
Conduct regular ride-alongs, technical training, and monthly individual performance reviews.
Provide hands-on technical assistance when technicians encounter difficult diagnostics or service challenges.
Train technicians on proper customer communication, presenting options, maintenance agreement benefits, and ethical service sales.
Identify underperformance early and implement structured coaching and improvement plans.
Recognize high-performing technicians and promote a positive, competitive, team-oriented culture.
Ensure employees follow company procedures, safety standards, and professional appearance requirements.

Daily Operations & Dispatch Management

Oversee daily service department operations and technician workflow.
Coordinate closely with dispatch to ensure efficient scheduling, routing, and technician assignments.
Monitor service calls throughout the day, including technician progress, job completion, delays, and return visits.
Ensure technicians are assigned calls that match their technical abilities and available resources.
Coordinate parts ordering, warranty repairs, return visits, and outstanding service work.
Work with the warehouse and purchasing team to reduce parts delays and unnecessary trips.
Ensure technicians have appropriate tools, equipment, materials, and technical resources.
Support after-hours and weekend operations when technicians require management assistance.
Help maintain appropriate on-call coverage and timely customer response.

Maintenance Agreement Growth & Customer Retention

Drive growth of the company’s Care and Care+ maintenance agreement programs.
Ensure technicians consistently educate customers on maintenance agreement benefits.
Monitor maintenance agreement sales, renewals, cancellations, and retention.
Coordinate with dispatch to ensure maintenance visits are scheduled and completed appropriately.
Ensure customers receive the services and benefits included in their agreements.
Identify opportunities to improve recurring revenue, customer loyalty, and long-term relationships.

Sales Opportunities & Follow-Up

Ensure technicians properly identify and communicate legitimate repair, replacement, indoor air quality, and additional service opportunities.
Monitor open estimates and coordinate timely follow-up with customers.
Ensure qualified replacement leads are properly documented and scheduled with the sales team.
Work with sales and installation departments to improve communication and lead conversion.
Coach technicians on presenting clear options and educating customers without high-pressure sales tactics.
Identify missed opportunities through daily service call reviews and use findings for technician development.

Customer Satisfaction & Complaint Resolution

Maintain high standards for customer service, professionalism, and communication.
Handle escalated customer concerns promptly and professionally.
Ensure customers receive accurate information, timely updates, and appropriate solutions.
Monitor customer reviews, feedback, and recurring complaints.
Identify opportunities to improve the overall customer experience.
Build customer trust through honesty, consistency, quality workmanship, and follow-through.

Recruiting, Hiring & Training

Identify staffing needs based on service demand and department growth.
Assist with recruiting, interviewing, hiring, and onboarding qualified HVAC technicians.
Develop and maintain structured training programs for new and existing employees.
Conduct regular technical, operational, customer service, and sales training.
Identify technicians with leadership potential and support their professional development.
Build a dependable team capable of supporting continued company expansion.

Department Reporting & Performance Management

Track and analyze daily, weekly, and monthly department performance.
Monitor service revenue, gross profit, average ticket, technician productivity, maintenance agreement sales, replacement leads, callbacks, and customer satisfaction.
Review technician performance against established goals.
Provide ownership with regular department updates, including accomplishments, challenges, and recommended improvements.
Conduct regular department meetings focused on performance, training, accountability, and growth.
Use performance data to identify inefficiencies and implement measurable improvements.

Safety, Compliance & Company Standards

Ensure technicians follow applicable safety requirements, codes, manufacturer specifications, and company procedures.
Promote proper use of personal protective equipment and safe work practices.
Monitor vehicle, tool, and equipment care and accountability.
Ensure proper handling of refrigerants and adherence to applicable EPA requirements.
Maintain professional standards for uniforms, customer property protection, and jobsite cleanliness.
Help ensure required service documentation and warranty information are completed accurately.

Qualifications

Required:

Extensive residential HVAC service and troubleshooting experience.
Strong technical understanding of air conditioning, heat pumps, gas furnaces, electrical diagnostics, airflow, refrigeration, and HVAC controls.
Proven leadership ability and experience coaching or supervising technicians.
Strong organizational, communication, and problem-solving skills.
Understanding of HVAC service sales, customer service, and department performance metrics.
Ability to manage multiple priorities and make decisions in a fast-paced environment.
Strong work ethic, reliability, professionalism, and attention to detail.
Ability to hold employees accountable while maintaining a positive work environment.
Valid driver’s license and acceptable driving record.

Preferred:

Previous HVAC Service Manager, Field Supervisor, or similar leadership experience.
Proven experience improving service department revenue and profitability.
Experience managing technician KPIs, maintenance agreements, and service sales.
Experience with Housecall Pro or similar field service software.
EPA Section 608 certification.
Experience recruiting, training, and developing service technicians.

Characteristics We’re Looking For

We want someone who brings the right attitude and leadership mentality every day.

Self-Starter: Takes initiative without needing constant direction.
Ownership Mentality: Treats department performance and customer satisfaction as personal responsibilities.
Driven: Motivated to exceed goals and continuously improve.
Accountable: Holds themselves and their team to high standards.
Organized: Pays attention to details and ensures nothing falls through the cracks.
Strong Communicator: Works effectively with technicians, office staff, customers, and leadership.
Problem-Solver: Identifies problems early and brings solutions.
Team Builder: Enjoys coaching, mentoring, and developing others.
Customer-Focused: Understands that long-term success comes from trust and quality service.
Growth-Minded: Wants to build a successful department and grow professionally with the company.

Compensation & Benefits

Competitive Base Salary + Commission Incentives + Performance-Based Bonuses

We believe strong leadership should be rewarded.

This position offers a competitive base salary based on experience, with additional earning opportunities tied to department growth and measurable performance.

Commission and bonus opportunities may be based on:

Service department revenue and collected sales.
Gross profit and overall profitability.
Maintenance agreement growth and retention.
Technician productivity and performance.
Achievement of established department goals.
Customer satisfaction and quality-control results.

Additional Benefits:

Health, dental, and vision insurance options.
Professional development and advancement opportunities.
Established customer base and growing service department.
Support from ownership and company leadership.
Opportunity to help shape department operations, growth, and long-term success.

What Success Looks Like

The right Service Manager will:

Ensure every completed service call is reviewed, documented, and properly closed out.
Build a team of dependable, knowledgeable, productive technicians.
Consistently achieve department revenue and profitability goals.
Increase maintenance agreement sales and customer retention.
Improve technician efficiency, average ticket, and qualified replacement opportunities.
Reduce preventable callbacks and unnecessary return visits.
Maintain strong communication between service, dispatch, sales, and installation.
Develop technicians through regular coaching, training, and accountability.
Build efficient, repeatable processes that support sustainable department growth.
Take ownership of results without requiring constant oversight.

Why Join C.D. Shanahan’s?

We’re building a company where strong performers have the opportunity to grow, take ownership, and be rewarded for the value they bring.

We provide an established customer base, a growing service department, and the opportunity to make a real impact.

We’re looking for someone who wants more than another management job. We want a leader who takes pride in developing people, improving operations, growing a business, and building something successful.

If you’re an experienced HVAC professional with strong leadership skills, a proven work ethic, and the drive to take a service department to the next level, we encourage you to apply.

C.D. Shanahan’s HVAC, Plumbing, Electrical & Remodeling, LLC is an Equal Opportunity Employer