Service Manager

Your next leadership opportunity starts here. At Elmer’s Home Services , we don’t just fix systems—we build comfort, relationships, and careers. Known for outstanding service, strong leadership, and a team-first culture, we’re growing rapidly and looking for an experienced HVAC Service Manager to help lead the next phase of our growth. This is an opportunity to step into a key leadership role where you’ll have direct impact on technician development, service quality, customer experience, and the overall performance of our residential HVAC service operation. About the Role The HVAC Service Manager leads the day-to-day operations of our residential HVAC service department and is responsible for developing a high-performing team of Service Technicians. You’ll oversee field operations, technician performance, scheduling efficiency, diagnostic and repair quality, customer satisfaction, and departmental results. We’re looking for a hands-on leader who knows residential HVAC, enjoys developing people, and can create accountability while maintaining a strong team culture. What You’ll Own Lead, coach, and develop a team of HVAC Service Technicians. Oversee daily field operations and help ensure efficient scheduling and timely customer response. Monitor technician productivity, utilization, diagnostic accuracy, repair quality, and overall performance. Conduct regular ride-alongs, field observations, and coaching sessions. Provide ongoing training around diagnostics, repairs, safety, customer service, company processes, and industry best practices. Support technicians with complex troubleshooting and technical issues. Review service tickets, diagnostic findings, repair recommendations, and completed work for quality and accuracy. Monitor callbacks and rework trends and implement improvements to increase first-time resolution. Partner closely with Dispatch, Customer Service, Installation, and other teams to keep operations running smoothly. Resolve escalated customer concerns professionally and in a timely manner. Ensure compliance with company policies, manufacturer specifications, local codes, licensing requirements, and safety standards. Manage labor efficiency and departmental expenses while maintaining high service standards. Support recruiting, interviewing, hiring, onboarding, and retention of service team members. Maintain accurate department reporting and communicate performance to senior leadership. Build a culture centered around accountability, professionalism, teamwork, customer service, and continuous improvement. Leadership Responsibilities As Service Manager, you’ll have direct responsibility for the performance and development of the HVAC Service Technician team, including: Hiring, onboarding, training, and developing technicians. Setting clear performance expectations and development plans. Planning, assigning, and directing daily work. Conducting performance evaluations and regular coaching. Recognizing strong performance and addressing performance issues when needed. Resolving employee concerns and supporting a positive work environment. Auditing and reviewing team payroll. Developing future leaders within the service organization. How Success Is Measured You’ll be accountable for delivering strong operational, customer, and team performance. Key measures may include: Service Department Revenue vs. Budget First-Time Fix Rate Callback Percentage Customer Satisfaction (CSAT) Net Promoter Score (NPS) Average Response Time Safety Performance Training & Development Completion Warranty and Rework Reduction Beyond the numbers, success means building a team that performs consistently, takes ownership, delivers a great customer experience, and continues to develop. What We’re Looking For Required: 7+ years of residential HVAC service experience. 3+ years of leadership or supervisory experience within HVAC service operations. High School Diploma, GED, or equivalent experience. Current EPA Certification. Valid driver’s license with an acceptable driving record. Strong knowledge of residential HVAC systems, diagnostics, repairs, airflow, controls, electrical troubleshooting, and system operation. Strong communication, organizational, planning, and problem-solving skills. Ability to manage multiple priorities in a fast-paced service environment. Proficiency with Microsoft Office and HVAC service management software. Ability to exercise sound judgment and make independent decisions. Preferred: Texas TDLR ACR Technician Certification and/or Contractor License. Associate degree in HVAC, Mechanical Systems, Business Management, or a related field. NATE Certification. Experience with ServiceTitan or a similar field service management platform. Formal leadership or management training. Physical & Work Requirements This is a hands-on service leadership role and may require the ability to: Climb ladders, stairs, and equipment. Consistently lift and carry at least 25 pounds unassisted and up to 75 pounds when necessary. Work in attics, crawlspaces, confined spaces, rooftops, and other service environments as needed. Operate hand tools, diagnostic equipment, and technology devices. Wear required personal protective equipment (PPE). Work flexible hours, including occasional evenings, weekends, or emergency situations based on business needs. Employees may occasionally be exposed to extreme temperatures, dust, dirt, fumes, noise, outdoor weather conditions, confined spaces, and elevated work areas. Additional Information This job description is intended to describe the general nature and level of work performed in this position and is not an exhaustive list of all responsibilities or requirements. Duties may change based on business needs. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position. Employment with Elmer’s Home Services is on an at-will basis. #J-18808-Ljbffr Elmer's Air Conditioning, Electrical, and Plumbing