HVAC Service Manager

Hope Plumbing, Heating & Cooling • Indianapolis, IN

1d

About The Position

Hope Plumbing, Heating & Cooling is seeking an experienced, results-driven HVAC Service Manager to lead and develop its HVAC service department. The manager oversees daily operations, develops technicians, drives departmental revenue and profitability, and ensures an exceptional customer experience. The role combines hands-on leadership with strategic planning and accountability for operational goals and company standards.

The successful candidate will lead and coach a team of HVAC service technicians, oversee service operations and performance, manage departmental financial results, and collaborate with sales, installation, dispatch, and customer service teams. They will also support continuous improvement, service quality, technician development, and customer retention.

Requirements

• Proven leadership experience in HVAC service, construction, or residential home services.
• Previous experience managing or supervising technicians or field service professionals.
• Strong understanding of HVAC service operations, troubleshooting, and industry practices.
• Demonstrated ability to drive revenue, gross margin, and departmental profitability.
• Experience monitoring and managing operational KPIs and financial performance.
• Excellent leadership, coaching, communication, and conflict-resolution skills.
• Strong customer service and relationship management abilities.
• Highly organized, with the ability to manage competing priorities in a fast-paced environment.
• Proficiency with CRM platforms, service management software, and Microsoft Office applications.

Responsibilities

• Lead, manage, and motivate HVAC service technicians to achieve departmental performance goals.
• Recruit, onboard, train, mentor, and develop technicians; conduct ride-alongs, coaching sessions, and performance evaluations.
• Build a culture of accountability, teamwork, professionalism, and continuous improvement, and identify employee development and advancement opportunities.
• Oversee daily HVAC service operations, including scheduling, dispatching, and service call completion.
• Monitor and improve KPIs, including revenue, gross margin, average ticket, maintenance agreement sales, and technician productivity.
• Ensure technicians follow established processes, company policies, safety standards, and industry regulations.
• Oversee inventory, equipment, and vehicle requirements for efficient department operations.
• Review service invoices, estimates, and recommendations for accuracy, quality, and profitability.
• Drive departmental revenue growth and profitability; monitor gross margins, labor efficiency, and overall departmental performance.
• Identify operational efficiency improvements and reduce unnecessary expenses.
• Develop and execute strategies to achieve departmental goals and financial objectives.
• Ensure an exceptional customer experience, handle escalated customer concerns, and pursue timely, professional resolutions.
• Collaborate with sales, installation, dispatch, and customer service teams to ensure seamless operations.
• Promote customer relationships, service quality, and customer retention.
• Stay informed about HVAC technologies, products, equipment, and industry trends.
• Identify opportunities to improve service processes, technician performance, and departmental efficiency.
• Participate in industry events, professional development, training sessions, and community functions as needed.

What This Job Offers

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