Head of Client Support Services

JOB SUMMARY

We are seeking an experienced and driven Service Manager to lead and oversee our entire service department. This role is responsible for managing HVAC service technicians, dispatchers, and the inside sales/service estimating team. The ideal candidate will bring over 10 years of HVAC experience, a strong background in service, and a passion for safety, customer satisfaction, and team development.

The Service Manager leads staff members who install, repair, and maintain heating and air conditioning systems in commercial buildings. The manager routinely works directly with service and install technicians, dispatch personnel and other managers to ensure customer satisfaction while meeting departmental goals and objectives.

RESPONSIBILITIES

Oversee the full operations of the HVAC service department, including dispatch, service estimators, and service technicians.

Schedule, direct, and provide technical support for HVAC technicians to meet service demands and customer expectations.

Assist in recruiting, interviewing, hiring, and training HVAC technicians, dispatchers, and inside service support staff.

Supervise and direct HVAC service technicians in equipment repair, start-up, operation, and other service‑related duties to ensure customer satisfaction.

Review technicians’ work to ensure quality meets established standards, techniques, and safety requirements; recommend improvements as needed.

Conduct performance appraisals and set improvement goals for HVAC technicians in alignment with company standards.

Conduct group and one‑on‑one meetings with technicians for training, evaluation, and communication; lead or participate in regularly scheduled departmental safety/informational meetings.

Communicate regularly with dispatch to ensure personnel are scheduled appropriately based on skill level, efficiency, and training needs.

Oversee the accuracy and timeliness of service quotes, work orders, invoices, and time reports.

Maintain communication with vendors and factory personnel regarding warranty issues, product recalls, operational problems, and premature equipment failures.

Develop and monitor departmental budgets, goals, and objectives to ensure profitability.

Ensure required parts are specified and ordered promptly to meet service deadlines.

Manage customer contracts and ensure the service team completes PM inspections on schedule.

Collaborate with other departmental managers to meet company‑wide and departmental goals.

Hire, develop, and manage dispatch and inside service sales teams.

Keep current with the latest factory OEM training on supported products, coordinate technician training, and maintain training records to ensure proficiency in preventive maintenance, start‑up, troubleshooting, and repair.

Perform other tasks and responsibilities as required to maintain efficient department operations.

Coordinate with other departments to align service operations with overall company goals.

Uphold company policies and foster a culture of accountability, professionalism, and continuous improvement.

EDUCATION

Minimum of a HS Diploma or equivalent

EXPERIENCE

Minimum 10 years of HVAC industry experience

5+ years in a leadership role managing others

Strong background in commercial and industrial HVAC service (not construction or installation).

CERTIFICATES, LICENSES, REGISTRATIONS

Valid HVAC certification and EPA license.

SKILL REQUIREMENTS

Strong leadership, communication, and organizational skills.

Proficient in service software and Microsoft Office Suite.

Valid driver’s license with a clean driving record.

Exhibit an in‑depth knowledge and understanding of HVAC and refrigeration systems.

Ability to read, interpret, utilize, and train from manuals, schematics, and control circuits related to HVAC and refrigeration systems.

Technical aptitude with knowledge of local codes and the ability to use available resources to find effective solutions.

Excellent leadership skills to enhance team productivity and uphold high standards of work.

Excellent verbal and written communication skills, with strong conflict management abilities.

Detail‑oriented and highly organized, with the ability to manage multiple tasks and assignments simultaneously.

Excellent customer service skills.

Strong customer service and sales acumen.

Highly organized with the ability to manage multiple priorities.

Commitment to safety, quality, and continuous improvement.

Ability and willingness to work a non‑standard schedule, including nights, weekends, and holidays as required.

Possess a strong personal desire for improvement, and the ability to motivate HVAC technicians to be better tomorrow than they are today.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

WORK ENVIRONMENT

This job operates in both an office and a field environment. Must be able to sit and/or stand for extended periods of time.

REASONABLE ACCOMMODATION

Reasonable accommodation will be made to enable individuals with disabilities to perform the essential job functions unless doing so presents an undue hardship on the Company’s business operations.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Employees understand the above job description and agree to comply with and be subject to its conditions. Employee further agrees this job description does not alter his/her at‑will employment status. Employees understand the Company reserves the right to delegate, remove, expand or change all responsibilities. Employees acknowledge that he/she can fulfill the above duties with or without reasonable accommodation.

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