HVAC Service Manager

HVAC Service Manager — Founding Team Member

Build the Department. Develop the Team. Drive Results.

Company: One Hour Heating & Air Conditioning of South Akron

Location: Akron, Ohio

Job Type: Full-Time

$30–$45 per hour, based on skills and experience

About Us: Local Roots. Family Values. A Team Built to Last. One Hour Heating & Air Conditioning of South Akron is bringing trusted, nationally recognized HVAC service to our local community, and we're building our team from the ground up.

We're locally and family-owned—not a private-equity-backed company or a big corporation. We believe in building a business that puts people first, takes pride in its work, treats employees with respect, and earns the trust of the communities we serve. We're looking for an experienced Senior HVAC Service Manager to join our founding team and take a leading role in building our service department from the ground up. This isn't an opportunity to simply step into an established department and maintain the status quo. You'll help build the team, establish the processes, set performance expectations, develop technicians, and create the standards that will shape our service operation for years to come. You'll work directly with ownership, have a voice in how the department operates, and see the results of your leadership firsthand. We're looking for someone who combines strong technical HVAC knowledge with leadership ability, business awareness, and a genuine desire to help people succeed.

If you're tired of being just another number and want the opportunity to build something meaningful with a local, family-owned business, we'd love to meet you.

What You'll Do

1. Build and Lead the Service Department

Your primary responsibility will be to build, lead, and develop a high-performing HVAC service department. As a founding team member, you'll have the opportunity to help establish the foundation of our service operation rather than simply inherit someone else's processes. You'll work directly with ownership to build a department that delivers excellent customer service, develops strong technicians, operates efficiently, and contributes to the long-term success of the business. Your responsibilities will include:

• Help design and establish the service department's operating procedures, workflows, and performance standards.
• Build a strong service team by helping identify staffing needs, evaluate candidates, onboard new technicians, and develop employees as the company grows.
• Establish clear expectations for technician productivity, workmanship, customer service, professionalism, and accountability.
• Develop consistent processes for dispatch coordination, call management, technician support, quality control, and customer follow-up.
• Help establish department goals, performance benchmarks, and reporting practices in partnership with ownership.
• Identify opportunities to improve efficiency, service quality, customer retention, and department profitability.
• Build a culture of teamwork, accountability, continuous improvement, and pride in doing the job right.
• Develop training and coaching practices that help technicians grow professionally and improve their performance.
• Help identify and develop future lead technicians and field supervisors as the department expands.
• Work with ownership to plan for department growth, including staffing, training, operational needs, and service capacity.
• Evaluate what's working, identify what's not, and implement practical improvements as the business evolves.
• Take ownership of department results while communicating challenges, opportunities, and progress to ownership.

We're looking for a builder—not just a manager. Someone who can take a vision, help turn it into a functioning service operation, and develop the people and processes needed to sustain long-term growth.

Technician Performance & KPI Management

Building a successful service department requires more than keeping technicians busy. It requires understanding performance, measuring results, coaching improvement, and holding people accountable. You'll be responsible for monitoring technician performance and helping ensure the department meets its established goals. Responsibilities include:

• Monitor and manage key performance indicators (KPIs), including call close rate, average ticket, revenue per technician, membership sales, callback rate, customer satisfaction, and productivity.
• Review technician scorecards and performance reports regularly to identify strengths, address performance gaps, and measure progress.
• Conduct regular one-on-one coaching sessions and performance reviews.
• Establish individual and department performance expectations in partnership with ownership.
• Develop improvement plans for technicians who consistently fall short of expectations.
• Coach technicians on diagnostic skills, repair recommendations, customer communication, and effective presentation of service options.
• Identify trends in technician performance and implement strategies to improve results.
• Monitor callbacks, warranty issues, and customer feedback to identify opportunities for improvement.
• Track department performance against established goals and report results to ownership.
• Recognize strong performance and help build a culture where employees understand expectations and take pride in meeting them.
• Balance productivity and revenue goals with quality workmanship, customer satisfaction, and ethical recommendations.

We want a manager who understands the story behind the numbers. You'll be expected to identify what drives performance, coach the behaviors that improve results, and take action when the department falls short of its goals.

Service Department Operations

• Oversee the day-to-day operation of the residential HVAC service department.
• Coordinate with dispatch and office personnel to improve scheduling efficiency, call distribution, and technician capacity.
• Monitor daily call volume, technician productivity, and available service capacity.
• Help ensure service calls are handled efficiently and professionally.
• Establish processes for tracking completed work, customer concerns, callbacks, and outstanding recommendations.
• Support technicians with difficult calls, customer escalations, and operational challenges.
• Ensure team members follow company procedures, safety protocols, and applicable local and state codes.
• Work with ownership to identify opportunities to improve labor efficiency, reduce rework, and strengthen overall department profitability.

4. Technician Training & Development

• Mentor and develop technicians at varying experience levels.
• Train technicians in proper diagnostic procedures, repair techniques, safety practices, and customer communication.
• Help establish onboarding and training programs for new team members.
• Identify individual training needs and opportunities for professional development.
• Provide technical guidance and field support when technicians encounter difficult diagnostic or repair situations.
• Help develop future lead technicians and field supervisors.
• Create an environment where technicians can ask questions, improve their skills, and take ownership of their professional growth.

5. Hands-On Technical Leadership

• Diagnose and repair complex residential HVAC issues involving furnaces, boilers, heat pumps, air conditioners, and associated ductwork.
• Assist with challenging diagnostic calls, second opinions, and difficult troubleshooting situations.
• Perform service, maintenance, and installations as needed to support the business and team.
• Help technicians resolve difficult technical issues and improve diagnostic accuracy.
• Ensure repairs are completed correctly and efficiently, with an emphasis on quality workmanship and first-time fixes.
• Maintain current knowledge of HVAC equipment, electrical systems, refrigeration, gas systems, and modern controls.

6. Customer Experience & Quality Control

• Establish and maintain high standards for customer service throughout the department.
• Ensure technicians communicate system issues, repair options, and pricing clearly and professionally.
• Address customer escalations and assist with resolving complex service concerns.
• Monitor customer satisfaction, complaints, callbacks, and warranty issues.
• Reinforce ethical service recommendations that prioritize customer needs while supporting company goals.
• Use customer feedback and service trends to identify opportunities for improvement.

What You'll Be Accountable For You'll work directly with ownership to establish goals, review results, and develop strategies that support a successful service department. Key performance areas will include:

Performance AreaWhat Success Looks Like

Department Development | Establishing effective processes, standards, and workflows that support a growing service operation. Technician Performance | Building a team that consistently meets established productivity, quality, and customer service expectations. Call Close Rate | Improving the percentage of service calls resulting in approved work through effective diagnostics and customer communication. Average Ticket | Helping technicians identify legitimate repair opportunities and present appropriate solutions. Revenue per Technician | Improving technician productivity and overall contribution to department revenue. Callback Rate | Maintaining high-quality workmanship and reducing repeat visits caused by incomplete or unsuccessful repairs. Membership Conversion | Building recurring customer relationships through appropriate service agreement offerings. Customer Satisfaction | Delivering