Head of Services - Support and Managed

Job Description
Sams Air Control is looking for an experienced HVAC Service Manager to lead and develop our growing team of Service Technicians. This is a hands-on leadership position for an extremely seasoned HVAC professional who has spent years in the field, understands complex diagnostics and troubleshooting, and has progressed into a leadership or management role.
The Service Manager will oversee the day-to-day operations of the service department, support technicians in the field, maintain high service and workmanship standards, and help build a strong, accountable, and customer-focused team. The ideal candidate is a hands-on leader, not simply an office manager, who can earn the respect of experienced technicians while effectively coaching, developing, and holding the team accountable. Strong communication, technical expertise, problem-solving, and sound decision-making are critical to success in this position.
Responsibilities

Lead, supervise, coach, and develop HVAC Service Technicians
Provide technical guidance and support on complex service and diagnostic issues
Oversee daily service operations and work closely with dispatch to ensure efficient scheduling
Conduct field visits, ride-alongs, quality checks, and technician coaching
Monitor technician performance, productivity, quality, callbacks, and customer satisfaction
Train and mentor technicians on technical skills, troubleshooting, customer communication, and company procedures
Address technician performance issues and hold team members accountable to company standards
Handle escalated customer concerns and work toward effective resolutions
Review service tickets, invoices, notes, and technician documentation for accuracy and completeness
Help ensure technicians follow proper safety procedures, HVAC codes, and company standards
Assist with recruiting, interviewing, onboarding, and developing new Service Technicians
Coordinate with Sales, Installation, Dispatch, and Office teams to ensure a smooth customer experience
Help identify opportunities to improve service department efficiency, quality, and profitability
Maintain strong relationships with technicians, customers, vendors, and internal teams
Requirements

• 8+ years of hands-on HVAC service experience preferred
• Previous leadership or management experience in HVAC required
• Strong residential HVAC service and diagnostic background
• Extensive knowledge of heating and cooling systems, including furnaces, central A/C, heat pumps, boilers, and mini-splits
• Strong troubleshooting and diagnostic abilities
• Experience managing, mentoring, or supervising HVAC technicians
• Excellent verbal and written communication skills
• Strong organizational and problem-solving skills
• Ability to work effectively with both field technicians and office staff
• Ability to hold employees accountable while maintaining a positive team environment
• Valid driver's license with a clean driving record
• EPA 608 certification preferred
• Experience with ServiceTitan or similar HVAC/service management software is a plus