Head of Client Support Services

Big Horn Heating and Cooling has been serving Mountain West families and businesses for over 20 years!

With shops in Billings, Cody, Worland, and Jackson, we are the leading provider of HVAC maintenance, service, and installation for residential and commercial customers in Idaho, Montana, and Wyoming. We are looking for top-tier talent to join our team and bring our excellent level of customer service to the community.

We invest in our employees' career development, covering their Journeyman licensing and training/continuing education. We offer an outstanding company culture, a 401(k) program w/ company match, health insurance, PTO, and competitive compensation with SPIFFS.

The Service Manager is responsible for overseeing the daily operations of the HVAC service department, ensuring technicians have the support, training, tools, and resources needed to provide high-quality service to customers. This position manages service technicians, scheduling and dispatch operations, customer satisfaction, service profitability, quality control, and departmental performance.

The Service Manager serves as a key connection between customers, technicians, dispatch, office staff, and company leadership. The ideal candidate is an experienced HVAC professional and leader who understands both the technical and business sides of residential and/or commercial HVAC service.

Service Department Management

Oversee daily operations of the HVAC service department.

Manage, coach, and support HVAC service technicians.

Monitor technician performance, productivity, efficiency, and customer service.

Ensure service calls are completed accurately, professionally, and within expected timeframes.

Assist with resolving escalated customer concerns and service issues.

Ensure technicians have the tools, equipment, parts, and information necessary to perform their jobs effectively.

Work closely with dispatch and office personnel to maintain an efficient daily service schedule.

Review technician schedules and adjust assignments based on priority, skill level, location, and customer needs.

Ensure emergency and high-priority service calls are handled appropriately.

Monitor open service calls and follow up on jobs requiring additional work, parts, or customer communication.

Coordinate service calls that require multiple technicians or additional resources.

Conduct regular one-on-one meetings and performance reviews with service technicians.

Identify training needs and coordinate technical and professional development.

Provide coaching and corrective feedback when necessary.

Support onboarding and training of new service technicians.

Promote accountability, teamwork, professionalism, and a strong customer-service culture.

Quality Control

Review completed service calls, invoices, technician notes, recommendations, and customer feedback.

Ensure technicians properly diagnose HVAC equipment and recommend appropriate repairs or replacement options.

Conduct or coordinate quality-control inspections when necessary.

Ensure service work meets company standards, manufacturer specifications, and applicable codes.

Customer Service

Maintain a high level of customer satisfaction throughout the service process.

Respond to escalated customer concerns and work toward timely, professional resolutions.

Follow up with customers when necessary after service work has been completed.

Ensure technicians communicate professionally and clearly with customers.

Support the development of long-term customer relationships and maintenance agreements.

Monitor service department revenue, gross profit, average ticket, conversion rates, callbacks, and other key performance indicators.

Encourage technicians to identify legitimate repair, replacement, maintenance, and indoor-air-quality opportunities.

Work with the General Manager on service pricing, promotions, and departmental goals.

Help ensure service agreements and maintenance opportunities are properly presented to customers.

Monitor technician vehicle inventory and equipment.

Ensure service vehicles are properly stocked, maintained, clean, and organized.

Coordinate ordering and replenishment of commonly used parts and materials.

Work with management and warehouse personnel to maintain appropriate inventory levels.

Ensure company tools and equipment are properly maintained and accounted for.

Enforce company safety policies and procedures.

Monitor proper use of personal protective equipment (PPE), tools, vehicles, and equipment.

Administrative Responsibilities

Review technician timecards, service notes, invoices, estimates, and other department documentation.

Monitor and approve service-related paperwork as required.

Maintain accurate records of technician performance, training, disciplinary actions, and certifications.

Participate in management meetings and provide regular updates regarding department performance.

Assist with forecasting staffing, equipment, inventory, and operational needs.

8+ years of HVAC service experience or equivalent technical experience.

Previous supervisory, lead technician, or management experience preferred.

Strong understanding of residential and/or commercial HVAC systems.

Ability to read and understand HVAC equipment specifications, wiring diagrams, and technical documentation.

Strong customer service and communication skills.

Strong organizational and time-management skills.

Ability to manage multiple priorities in a fast-paced environment.

Experience using HVAC service/dispatch software or CRM systems.

Experience managing service department KPIs and profitability.

Experience with maintenance agreements or service memberships.

Experience with residential and commercial HVAC equipment.

Strong leadership and team-building skills.

Strong understanding of HVAC repair, maintenance, installation, and troubleshooting.

Ability to prioritize emergency and high-value service needs.

Ability to handle difficult customer situations professionally.

Ability to interpret financial and operational performance data.

Proficiency with computers, email, Microsoft Office, CRM, dispatch, and service-management software.

Travel Requirements

Ability to sit, stand, walk, bend, stoop, and move throughout an office, shop, and job-site environment.

Ability to occasionally assist technicians in the field when necessary.

Ability to safely access mechanical rooms, rooftops, crawl spaces, attics, and other HVAC work environments when required.

Ability to work in varying temperatures and environmental conditions.

This position operates in a combination of office, warehouse, vehicle, customer, and job-site environments. The Service Manager may occasionally be required to work outside normal business hours to address emergency service needs, staffing issues, customer escalations, or operational requirements.

Performance Expectations

The Service Manager will be expected to:

Maintain high customer satisfaction.

Maintain high safety and quality standards.

Ensure timely completion and accurate documentation of service calls.

Support company growth and customer retention.

Maintain a professional, accountable, and team-oriented service department.

Company phone and/or tablet.

401(k) and Roth 401(k) retirement plans with company match up to 4%.

Company training and professional development opportunities.

Additional benefits according to company policy.

The Company is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status.