Service Manager

TITLE: Service Manager Summary: The Service Manager oversees all aspects of the service department, providing leadership in technician management, service delivery, customer support, and operational performance. This role ensures high-quality commercial HVACR service, coordinates complex maintenance and repairs, and drives the department’s financial and operational success. The Service Manager acts as a senior representative of the company, communicating professionally with customers, vendors, suppliers, and internal teams regarding project status, requirements, and resolution of technical or operational issues. The role requires strong leadership, technical knowledge, and operational oversight to maintain high standards of workmanship, safety, and productivity. Qualifications: In addition to the qualifications listed below, the Service Manager is expected to meet or exceed the qualifications required for the Assistant Service Manager position, as they will provide leadership and support in those functions. • High school diploma or equivalent; post-secondary education, trade school, or military experience a plus

• Bachelor’s Degree or MBA preferred
• EPA Section 608 Universal
• OSHA 30 training preferred
• Five or more years of HVAC management experience or equivalent combination of education

and experience

• In-depth knowledge of HVAC/R systems, components, schematics, and local/state codes
• Experience with dispatching, CRM, and service platforms such as Jonas and XOI
• Valid driver’s license with a clean driving record
• Strong focus on managing teams, gross margin drivers, and profitability of a department
• Proven leadership and team management abilities
• Excellent verbal and written communication skills; strong conflict resolution and customer

service skills

• Proficiency in budgeting, job costing, and service KPIs
• Detail-oriented, highly organized, and able to handle multiple assignments simultaneously
• Proficiency in Microsoft Office suite (Word, Excel, Outlook) and general software navigation
• Professional appearance and demeanor; ability to model pride in workmanship
• Ability and willingness to work non-standard schedules, including nights, weekends, or

holidays as required • Commitment to continuous improvement and staying current with evolving HVAC/R technologies Duties & Responsibilities: The following criteria identify duties to describe the principal functions of the job and shall not be considered as a detailed description of all work requirements that may be inherent in the position. This position also encompasses all duties and responsibilities outlined in the Assistant Service Manager job description. The Service Manager is expected to perform these tasks as needed and provide oversight to ensure their consistent execution by the Assistant Service Manager. Team Leadership & Development • Supervise, train, and mentor a team of commercial HVACR technicians. • Assign and schedule technicians for service calls, preventive maintenance, and emergency repairs. • Conduct regular performance evaluations and support ongoing training, certification, and career development • Lead the hiring process for service technicians, including screening, interviewing, and final selection • Foster a positive team culture focused on safety, professionalism, and quality Service Operations & Dispatch • Prioritize service requests and coordinate scheduling to ensure timely and efficient field operations • Oversee field logistics including equipment readiness, inventory needs, vendor coordination, and fleet management • Work closely with the dispatcher to ensure all maintenance contract work is properly scheduled, tracked, and completed on time • Monitor service workflows to maintain responsiveness and customer satisfaction • Ensure accurate communication and documentation between field technicians and office staff Maintenance Program Oversight • Review and approve scopes of work for all maintenance contracts to ensure accuracy, clarity, and profitability • Collaborate closely with the Maintenance & Training Manager to ensure PM technicians are properly trained and that all contract work is performed correctly and consistently • Support the refinement of maintenance standards, procedures, and quality expectations • Assist in identifying service opportunities and improvements based on maintenance findings Client Relations & Support • Build and maintain strong relationships with commercial clients, including facility managers, property owners, and contractors • Respond to escalated customer concerns, resolve service issues, and reinforce long-term client retention • Review and approve estimates, proposals, and service agreements • Participate in customer meetings, walkthroughs, and contract discussions as needed Financial & Administrative Oversight

• Manage service department budgets, labor utilization, and gross margin goals
• Oversee job costing, pricing accuracy, invoicing, and billing workflows
• Generate and analyze KPIs and operational reports to evaluate department performance
• Ensure service activities support company profitability and strategic objectives

Compliance & Safety

• Ensure all field work complies with OSHA, EPA, and local regulatory requirements
• Conduct field safety audits, toolbox talks, and enforce company safety policies
• Promote a safety-first culture across the service team

Technical Leadership • Provide advanced technical guidance and troubleshooting for complex commercial systems including RTUs, split systems, VRFs, and cooling towers

• Assist with system startup and commissioning on major projects
• Stay up-to-date on HVACR technologies, controls innovations, manufacturer updates, and

industry best practices • Serve as a technical resource for technicians and customers Physical Demands:

• Regularly required to stand, walk, sit, use hands, reach with hands and arms, speak, and listen
• Occasionally required to climb or balance, stoop, kneel, crouch, or crawl
• Occasionally lift and/or move heavy items
• Have vision abilities to include close vision, distance vision, peripheral vision, depth

perception and ability to adjust focus • Must have functional vision, hearing, and speech sufficient to conduct business face-to-face and over the phone