Head of Client Support Services

DBA Crossville Heating and Cooling, Inc. is a family owned, rapidly growing home solutions company! We understand that our greatest asset is our team. WHAT WE'RE LOOKING FORWe are always seeking candidates to join our team with the following qualities:

Loyal - Be a promoter and protector of the company in word and deed including social media, customer interaction, and interaction with co-workers.

Dependable - Be punctual, show good attendance, complete goals as expected, and take pride in quality work.

Motivated - Be eager to satisfy customers, complete job tasks, take on new challenges and processes, and show professional growth.

Customer Priority - Be a customer activist. Our customers will always come first. Processes and feedback can always be altered, but make sure the customer is taken care of!

The HVAC Service Manager in Lenoir City, TN, is responsible for overseeing the daily operations of the HVAC service department to ensure efficient, high-quality service delivery to residential and commercial clients. This role involves managing a team of technicians, coordinating service schedules, and maintaining strong customer relationships to drive satisfaction and repeat business. The manager will also be tasked with monitoring service performance metrics, implementing process improvements, and ensuring compliance with safety and industry standards. Additionally, the position requires collaboration with sales and parts departments to optimize service offerings and inventory management. Ultimately, the HVAC Service Manager plays a critical role in sustaining the company’s reputation for excellence and fostering a productive, motivated workforce.

High school diploma or equivalent; Minimum of 2 years of experience in HVAC service, must be able to lead an HVAC team, providing clear direction, coaching and accountability to ensure operational excellence, safety compliance, and customer satisfaction.

Proven ability to manage teams, schedules, and customer relationships effectively.

Experience with service management software and CRM systems.

Demonstrated success in process improvement and team development initiatives.

Familiarity with local codes and regulations specific to Tennessee.

Supervise and support HVAC service technicians, including scheduling, training, and performance evaluations.

Coordinate daily service operations to ensure timely and effective completion of maintenance, repairs, and installations.

Manage customer communications to resolve issues, provide updates, and ensure high levels of satisfaction.

Monitor service department metrics such as response times, job completion rates, and customer feedback to identify areas for improvement.

Ensure compliance with all safety regulations, company policies, and industry standards.

Collaborate with sales and parts teams to align service activities with business goals and inventory availability.

Prepare and manage service department budgets, including labor costs and equipment expenditures.

Develop and implement strategies to improve service efficiency, technician productivity, and customer retention.

The HVAC Service Manager utilizes technical expertise daily to guide and support technicians in diagnosing and resolving complex HVAC issues efficiently. Strong leadership and communication skills are essential for managing team dynamics, conducting training, and maintaining clear, professional interactions with customers and internal departments. Organizational skills are critical for scheduling, resource allocation, and managing multiple service requests simultaneously. Analytical skills help in interpreting performance data to drive continuous improvement and operational excellence. Additionally, proficiency with service management software enhances workflow coordination and customer relationship management, contributing to overall service quality and business growth.