HVAC/R Service Manager

Maintenx International Service Management Group Inc•Tampa, FL

3d•$65,000 - $85,000•Onsite

About The Position

The HVAC/R Service Manager oversees daily HVAC/R service operations, focusing on coordination workflows, administrative staff performance, customer communication, work order progression, and service quality. The role supervises HVAC/R coordinators, assistants, and administrative staff while partnering with HVAC/R Directors on technician performance, staffing, training, process improvement, and department priorities. Using company software systems, customer portals, dashboards, work order records, notes, photos, quotes, and parts information, the manager identifies workflow gaps, resolves service delays, supports billing readiness, manages escalations, and helps ensure work is completed accurately, efficiently, and in accordance with company and customer expectations. The position operates primarily in a professional office environment and may involve occasional visits to field locations, customer sites, warehouses, mechanical rooms, rooftops, or other service environments. Occasional travel may be required for training, customer visits, supervision, field support, business meetings, service escalations, and operational coverage. The schedule is 40 hours per week, Monday through Friday, with availability as needed for service operations, escalations, and on-call coverage. The position is full-time, exempt, located in Tampa, Florida, and reports to the HVAC/R Directors. Compensation is $65,000 to $85,000 per year, with a competitive benefits package offered.

Requirements

High school diploma or equivalent.
Five or more years of experience in HVAC/R service operations, facilities maintenance, field service coordination, logistics, or a related service environment.
Three to five years of supervisory, lead, or management experience.
Three to five years of experience in a fast-paced customer service environment requiring substantial telephone and email interaction.
Working knowledge of commercial HVAC/R service operations, maintenance, installation, troubleshooting concepts, parts coordination, and customer service workflows.
Ability to use company software and technology platforms, including work order management systems, customer portals, mobile applications, email, Microsoft Office, and reporting tools.
Ability to review work orders, update statuses, document service activity, monitor workflow, and support department reporting through company systems.
Proficiency in Microsoft Office Suite and general computer applications.
Professional written and verbal communication skills.
Strong organizational, time management, and follow-up skills.
Ability to work independently and as part of various teams.
Ability to manage multiple priorities, meet deadlines, and adapt to changing operational needs.
Ability to deal effectively and respectfully with individuals at all organizational levels.
Ability to make timely, sound decisions and support and explain the reasoning for those decisions.
Acute attention to detail and commitment to accurate documentation.
Ability to support after-hours operational needs, escalations, and on-call coverage as needed.
Background check, drug screen, and motor vehicle check may be required in accordance with company policy.

Nice To Haves

Associate’s or Bachelor’s degree in Business, Operations Management, Facilities Management, HVAC/R, or a related field.
Six or more years of related HVAC/R service, facilities maintenance, logistics, field service coordination, or operational management experience.
Prior hands-on experience as an HVAC/R technician, trade specialist, technical support resource, field service lead, or similar trade-based role.
Commercial HVAC/R experience, EPA certification, Journeyman HVAC certification, manufacturer training, or other HVAC/R trade credentials.
Experience using work order management software, customer portals, mobile applications, dispatching tools, reporting dashboards, or similar service operations platforms.
Experience managing coordinators, assistants, administrative staff, technicians, and/or subcontractor-supported service operations.
Fluent Spanish communication skills.

Responsibilities

Oversee daily HVAC/R service operations, coordination workflows, administrative processes, customer communication, and work order progression.
Supervise HVAC/R coordinators, assistants, and administrative staff by assigning work, monitoring performance, coaching employees, supporting training, and documenting concerns as needed.
Partner with HVAC/R Directors on technician performance, service quality, staffing needs, scheduling concerns, training opportunities, and department priorities.
Monitor company software systems, work order queues, customer portals, dashboards, notes, photos, quotes, parts activity, and status updates to keep records accurate, complete, and current.
Identify service delays, incomplete documentation, missed updates, aging quotes, parts issues, scheduling gaps, and workflow concerns; follow up with appropriate team members to resolve them.
Manage customer escalations and work order issues with urgency, professionalism, and clear communication, informing HVAC/R Directors of significant risks or concerns.
Ensure coordination staff and field teams follow company procedures, customer-specific requirements, communication standards, and documentation expectations.
Review work orders, service notes, photos, quotes, parts needs, and customer requirements to support accurate scheduling, billing readiness, quote completion, and service closure.
Coordinate with procurement, warehouse, technicians, subcontractors, customers, and internal departments on HVAC/R equipment, parts, installations, replacements, and service scheduling.
Support department profitability and efficiency by monitoring work order flow, labor utilization, quote activity, billing readiness, customer expectations, and staffing needs.
Provide process guidance and training to coordination and administrative staff to improve accuracy, follow-up, customer service, system usage, documentation, and workflow consistency.
Assist HVAC/R Directors with interviewing, onboarding, team development, process improvement, reporting practices, department initiatives, and special projects.
Research and help resolve billing discrepancies, customer questions, work history concerns, and documentation gaps using system records, technician updates, photos, and portal information.
Approve, route, or follow up on administrative requests, time-sensitive operational items, time-off requests, timesheet matters, and other requests in accordance with company procedures and assigned authority.
Anticipate operational challenges, prevent service delays, identify process gaps, recommend practical solutions, and assist management as assigned.