HVAC Service & Maintenance Trade Manager (Residential)
About The Position
Heritage Home Service is seeking an HVAC Service & Maintenance Trade Manager for its North Hampton location in the Seacoast area of New Hampshire. The manager leads service and maintenance technicians to ensure safe, high-quality, and efficient service delivery. This leadership role supports the General Manager, drives department performance, develops team members, and helps ensure excellent customer experiences. The role oversees technician development and retention, service scheduling and operations, quality assurance and safety, technical support, customer engagement, and departmental financial performance. The manager participates in the service management on-call rotation and provides leadership during emergencies, severe weather, and high-demand periods. Occasional evening and weekend availability is required.
Requirements
- Several years of HVAC service and maintenance experience with a strong technical foundation.
- Previous leadership, supervisory, or management experience, preferably within the HVAC industry.
- Strong troubleshooting, diagnostic, and customer service skills.
- Knowledge of HVAC systems, preventive maintenance programs, and service operations.
- Understanding of safety regulations, industry standards, and field best practices.
- Ability to analyze department performance metrics and drive operational improvements.
- Excellent communication, coaching, and leadership skills.
- Proficiency with field management software, reporting tools, and Microsoft Office.
- Valid driver's license and acceptable driving record.
- Ability to lift up to 50 pounds and work in varying environmental conditions.
Responsibilities
- Lead, coach, and develop HVAC Service and Maintenance Technicians through daily huddles, weekly meetings, ride-alongs, one-on-one coaching, and Individual Development Plans.
- Set performance expectations, conduct regular evaluations, support ongoing training and certifications, and onboard and retain trade talent.
- Foster a positive, accountable, customer-focused culture aligned with company values.
- Oversee daily scheduling and execution of service calls and preventive maintenance visits.
- Monitor dispatch efficiency, technician productivity, workforce utilization, service agreements, and department KPIs.
- Collaborate with dispatch, customer service, sales, and other teams to deliver seamless customer experiences.
- Promote and enforce safety standards; conduct field audits, ride-alongs, and quality assurance inspections.
- Address escalated customer concerns, service callbacks, and warranty issues, and ensure compliance with HVAC codes, regulations, and company standards.
- Provide technical troubleshooting support and hands-on field guidance to technicians when needed.
- Stay current on HVAC technologies, diagnostic tools, and industry trends, and support related training initiatives.
- Build customer relationships, support transparent service solutions, monitor customer satisfaction, and implement improvement strategies.
- Participate in Level 10 meetings and departmental planning; analyze metrics, reports, and operational trends.
- Manage labor costs, technician efficiency, maintenance agreement performance, and departmental profitability.
- Assist with staffing forecasts, budgeting, and resource planning, and drive revenue, membership, and customer retention goals.
- Participate in the service management on-call rotation and support emergencies, severe weather events, and high-demand periods.
Benefits
- Competitive salary plus performance-based incentives.
- 4% 401(k) match.
- Medical, dental, and vision insurance.
- Paid holidays, vacation, and PTO after 90 days.
- Employee discounts.
- Referral bonus opportunities.
- Ongoing training, leadership development, and career growth opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
