Air Conditioning Field Service Manager
About The Position
The Field Service Manager oversees daily field operations, technician performance, job profitability, and customer satisfaction. This role is responsible not only for operational execution but also for revenue capture — ensuring that marketing-generated leads are contacted quickly, properly qualified, and converted at a high rate. This is a hands-on leadership role. The Field Service Manager will spend significant time in the field coaching technicians, reviewing jobs, meeting customers, supporting estimates, and reinforcing performance standards. Speed, accountability, and profitability are non-negotiable in this position.
Requirements
- 5+ years of HVAC field experience
- 2+ years in a supervisory or management role
- Strong understanding of residential HVAC systems and diagnostics
- Proven ability to manage technician performance and drive gross profit
- Experience working directly with marketing teams and managing inbound leads
- Proficient in Jobber and/or ServiceTitan
- Strong financial acumen with job costing and margin accountability
Nice To Haves
- Existing network of technicians or sales representatives who would consider joining
- Experience scaling a service department during rapid growth
- Demonstrated success increasing average ticket and close rates
Responsibilities
- Oversee daily HVAC service, maintenance, and installation operations
- Manage and coach field technicians to ensure productivity and workmanship quality
- Conduct regular ride-alongs for training, quality control, and sales coaching
- Ensure compliance with safety standards, licensing, and company SOPs
- Work closely with dispatch to maximize route efficiency and technician utilization
- Work hand-in-hand with the marketing team to ensure rapid follow-up on inbound leads
- Ensure speed-to-lead standards are met (calls dispatched promptly, estimates scheduled quickly)
- Track conversion rates on marketing-generated opportunities
- Ensure technicians present the full suite of company offerings: Service & repair System replacements Maintenance agreements Indoor air quality solutions Financing options
- Provide feedback to marketing on lead quality and campaign performance
- Ensure CRM accuracy and proper tagging of marketing sources
- Drive job-level profitability and maintain gross margin targets
- Ensure proper pricing execution and adherence to “good, better, best” presentation standards
- Monitor KPIs including: Revenue per technician Average ticket Close rate Membership sales Gross profit percentage Lead response time
- Review estimates, invoices, and margin reports regularly
- Implement coaching or corrective action when performance targets are not met
- Recruit, hire, and onboard high-performing service technicians and sales representatives
- Strong preference for candidates who can bring trusted technicians and/or comfort advisors with them
- Build a culture of accountability, professionalism, and performance
- Develop internal leadership bench strength
- Strong working knowledge of Jobber and/or ServiceTitan is required
- Ensure full team adoption and proper use of CRM and dispatch systems
- Maintain accurate job costing and margin reporting
- Track KPIs through dashboards and reporting tools
- Maintain inventory and truck stock controls
- Ensure exceptional customer service on every call
- Resolve escalated customer concerns promptly
- Maintain high online ratings and customer satisfaction metrics
- Conduct post-install and post-service quality reviews
Benefits
- Health benefits
- Paid time off
- Company vehicle (if applicable)
- Strong growth trajectory within a rapidly scaling company
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
