Commercial HVAC Service Manager

Carrier • Baltimore, MD

1d • $79,000 - $158,000

About The Position

Carrier Global Corporation is a global leader in intelligent climate and energy solutions, creating innovations in temperature control, air quality, and transportation to improve comfort, safety, and sustainability. The Service Manager leads field technicians and operations professionals in the execution of planned maintenance, repair, overhaul, and installation projects. The role focuses on exceeding customer expectations while meeting revenue and margin targets, and calls for knowledge of commercial air conditioning, relationship management, talent development, field operations, and safety.

The manager oversees adherence to service and optimization practices, monitors key performance indicators, supports safe and productive work, and coordinates staffing and field operations. The role also manages customer relationships and complaints, team development, service quality, and financial performance.

Requirements

• High school diploma or GED.
• Valid driver’s license.
• At least 5 years of experience managing or leading a team of technicians.

Nice To Haves

• Proven experience in the commercial HVAC industry.
• Bachelor’s degree in Business Management or Engineering preferred.
• Working knowledge and understanding of commercial HVAC systems.
• At least 2 years of service management experience in the commercial HVAC industry.
• Technical aptitude, knowledge of local building codes, and ability to use available resources to develop solutions.
• Good computer skills, including proficiency with common office applications such as MS Word, Excel, and Outlook, and ability to navigate SalesForce.com, ServiceMax, ERP, and other business applications.

Responsibilities

• Ensure Service & Optimization guidelines and best practices are followed.
• Identify actions proactively, perform offline tasks assigned in DMBs, and escalate blockers to support KPI and field-operations improvement.
• Attend daily DMB meetings and discuss KPI progress and actions to improve underperforming KPIs.
• Ensure environmental, health, and safety compliance within the service team and train employees to promote a safe, productive work environment in the shop and at customer sites.
• Review work orders, invoices, and time reports for accuracy and efficient accounts receivable management.
• Resolve warranty issues, product recall notices, operational product problems, premature failures, and other issues involving products and equipment sold and serviced by the company.
• Communicate with the team to ensure personnel are scheduled and dispatched appropriately based on skill level, efficiency, and training requirements.
• Recruit, interview, hire, and train technicians as needed to meet workload, company, and customer requirements.
• Meet customers in the service territory to support satisfaction and retention and identify additional service opportunities.
• Supervise and direct field technicians performing equipment repair, maintenance, start-up, operation, and other duties needed to ensure customer satisfaction.
• Forecast, monitor, and document financial performance against plan.
• Coordinate, prioritize, and resolve issues encountered by a more experienced team.
• Manage a more experienced team according to established programs and objectives.
• Contact customers, collect feedback, and establish and maintain good customer relationships.
• Respond to key customer complaints and conduct customer satisfaction investigations to establish appropriate improvement plans.

Benefits

• Medical, dental, and vision coverage; wellness incentives.
• Retirement benefits.
• Paid vacation, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; and purchased vacation.
• Short-term and long-term disability.
• Life insurance and accidental death and dismemberment coverage.
• Health Savings Account, Health Care Spending Account, and Dependent Care Spending Account.
• Tuition assistance.
• The position may be entitled to short-term cash incentives, subject to plan requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED