HVAC Service Manager

Cline's Heating and Air • Spokane Valley, WA

5d • Onsite

About The Position

Cline’s Heating & Air is seeking a proven leader to serve as their HVAC Service Manager, overseeing both commercial and residential operations. The ideal candidate will lead and empower a team of skilled technicians, foster a culture of excellence, and drive the company's vision to become the leading HVAC provider in the Spokane to Coeur d’Alene region. This role involves managing daily operations, ensuring customer satisfaction, maintaining compliance, and leveraging data to optimize performance. Cline's AC emphasizes building lasting relationships, investing in employee development, and fostering a supportive, family-like work culture.

Requirements

• Proven leadership experience in the HVAC industry.
• Experience overseeing both commercial and residential services.
• Proficiency with ServiceTitan platform.
• Ability to analyze KPIs and generate reports.
• Experience in budget and P&L management.
• Strong understanding of HVAC service standards, safety protocols, and licensing requirements.
• Excellent coaching, mentoring, and performance management skills.
• Ability to manage scheduling and dispatching effectively.
• Skills in inventory and equipment oversight.
• Experience in cross-functional collaboration with sales and marketing.
• Ability to design and deliver training programs.
• Commitment to safety and risk management.
• Strong communication and customer service skills.

Nice To Haves

• Experience in a family-owned or veteran-owned business environment.
• Understanding of IAQ offerings.

Responsibilities

• Lead, recruit, onboard, coach, and mentor residential and commercial technicians and dispatchers, conducting regular performance reviews.
• Manage daily dispatching for timely and efficient service calls, balancing workloads for optimal first-time fix rates.
• Own customer escalations, resolve issues promptly, and follow up to ensure satisfaction, aiming to create "customers for life."
• Implement and enforce service standards, safety protocols, and licensing requirements, auditing completed jobs for workmanship and documentation.
• Maintain parts and equipment inventories by forecasting demand, controlling costs, and managing vendor relationships.
• Analyze KPIs such as response times and repeat visits, implement corrective actions, and generate regular service reports.
• Develop and manage the service department budget, track expenses and labor costs, and identify upsell and maintenance contract opportunities.
• Partner with Sales/Comfort Advisors for pre-sales assessments and with Marketing to promote service specials, maintenance plans, and IAQ offerings.
• Design and deliver ongoing technical and soft-skills training, ensuring technicians maintain required certifications.
• Conduct regular safety meetings, champion a zero-accident culture, and ensure adherence to safety laws, regulations, PPE, and lock-out/tag-out procedures.
• Oversee and leverage ServiceTitan, optimizing configurations, building custom dashboards and reports, and training the team on best practices.

Benefits

• Salary + Commissions: $85,000-$200,000
• Company-provided vehicle
• Company-provided cell phone
• Company-provided laptop
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Accident Insurance
• 401K Plan
• Paid holidays
• Paid vacation time
• Opportunity for advancement
• Ongoing local, regional, and national training opportunities
• Mentorship and personal, professional, and financial goal planning
• Participation in company-sponsored activities like workouts, hunting trips, camping trips, and BBQs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed