Head of Services - Support and Managed

Service Manager
Operations & Customer Experience HVAC | Plumbing | Electrical
The Service Manager is the operational heartbeat of our service departments. This role goes beyond traditional field oversight - it's the connective tissue between the customer experience, the scheduling board, the technician team, and the financial close process. Equal parts coach, dispatcher, communicator, and administrator, the Service Manager ensures that every job gets on the board, every customer gets a great experience, and every dollar gets captured.
This role owns both the people side (coaching, performance, team development) and the operational side (scheduling, AR, job batching, commissions) - making it one of the most impactful positions in the branch.
Compensation : $90,000-$110,00 base + performance bonuses up to 15% of base
$Reporting Structure

Reports To: General Manager
Collaborates With: Sales, Warehouse, Install, CX, Field Supervisors, Service Team Leaders, and Technicians
Leads with fairness and honesty whether handling a customer issue, coaching a technician, or closing a billing dispute.
Responsible: Owns outcomes - holds the team accountable for safety, communication, and performance while hitting KPIs.
Knows the trades and how to run a service operation. This role operates across three rhythms - Daily (the Big Rocks that keep operations running), Weekly (the Little Rocks that keep the business clean), and Monthly (the Sand that closes the loop on financials and compliance).
Communications & Customer Experience
Monitor and respond to inbound emails and customer inquiries
Handle inbound customer calls and provide front-line service support as needed
Manage technician field calls - handle questions, escalations, and real-time problem solving
Build and manage the HVAC Install schedule for daily execution
Schedule and optimize HVAC Service, Plumbing, and Electrical jobs
Populate Daily Huddle data in the Excel tracker across all departments
Field & Team Support
Coach and support Service Team Leaders in dispatch decisions and technician performance
Monitor job notes, documentation, and CRM accuracy
Respond to urgent reschedules and escalations in real time
Accounts Receivable
Manage all open AR collections - follow up until resolved
Process approved customer refunds accurately and timely
Job & Ticket Management
Team & Performance
Hold weekly Service Team Leader meetings focused on KPIs, training, and alignment
Conduct 1-on-1s with STLs to review technician performance and coach on leadership
Financial Close
Confirm all subcontractor fees on jobs are received before close
Collaborate with CX and warehouse to forecast parts, seasonal needs, and lead flow
Contribute to hiring, onboarding, and advancement decisions for the service team
Consistently presents multiple repair and upgrade options to educate customers and provide the best solutions for their needs.

Converts a high percentage of service opportunities into completed, revenue-generating work.

Maintains an average ticket value that meets or exceeds company performance goals.

Generates quality equipment replacement and upgrade leads that result in sold jobs.

AR Aging & Collection Rate
~ Completes documentation accurately and promptly to support timely billing and collections.

Ensures all completed work is properly documented, closed out, and processed on time.

Customer Experience Score
~ Delivers exceptional service that results in positive reviews, referrals, and high customer satisfaction.

Demonstrates continuous improvement through training, coaching, certifications, and skill development.

Service Expertise: You understand diagnostic and repair procedures across HVAC, plumbing, and electrical systems.
Operational Coordination: You effectively manage dispatch, scheduling, and real-time field issues across multiple departments.
Financial & Billing Ownership: You own the AR process from invoice to collection - persistent, accurate, and professional.
Customer Communication: You confidently represent the company and support both routine and escalated customer interactions.
Technology Proficiency: You use CRM tools, scheduling platforms, Excel, and communication tools to keep operations tight.
Data Analysis: You understand KPIs, spot trends, and translate data into daily action.
High school diploma or GED required
Trade school certification or equivalent field experience preferred
Physical & Environmental Requirements
Occasional jobsite visits including basements, attics, crawl spaces, and outdoor conditions
Standing, walking, driving, and field exposure required in varying weather
Flexibility for early starts, late finishes, or emergency support based on business needs
Dental insurance

• Health insurance
• We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. If you would like more information about how your data is processed, please contact us.