Unique Indoor Comfort of Philadelphia - HVAC Service Manager

Ace Hardware•King of Prussia, PA

About The Position

The HVAC Service Manager supports a service team in delivering field service and maintenance activities. The manager ensures maintenance and service teams have the skills, support, and resources they need, and works alongside the Operations Team to deliver the Red Bow customer experience. The role develops and leads technical training and development, serves as a technical expert for advanced troubleshooting, and aims to create a best-in-class field experience by enabling team members to succeed. The position includes hiring and leading technicians, supporting their technical development, providing field assistance, improving customer outcomes, and contributing to product evaluations and special projects. The role also involves physical work and field conditions, including operating tools, lifting, climbing, and working outdoors in heat and cold. Ace Hardware Home Services offers competitive compensation, incentives, benefits, training, coaching, and career-growth opportunities. The company describes its values as W.E.L.I.G.H.T: Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork.

Requirements

15 or more years of residential field service experience.
10 or more years of service management experience.
Experience managing a team of 12 or more technicians.
Ability to foster teamwork and a cooperative, productive work environment.
Interpersonal skills to relate and adapt effectively to different personality styles.
Ability to lead, encourage, and motivate staff toward company goals.
Ability to address and redirect unproductive behavior in a non-confrontational manner.
Results orientation and accountability for measuring and achieving company objectives.
Proactive thinking and ability to anticipate problems and address their causes.
Optimistic outlook and ability to maintain a rational, objective demeanor under stress.
Consistency in demonstrating the practices and standards expected of the team.
Physical dexterity to operate commonly used hand and power-driven tools and equipment.
Ability to lift, carry, push, and/or pull up to 50 pounds regularly and occasionally up to 100 pounds.
Ability to walk, stand, climb, stoop, bend, kneel, and reach in all directions continually.
Ability to maintain balance while working off the ground using ladders, scaffolds, and/or mechanical lifts.
Ability to climb stairs and ladders and work in high, precarious places.
Ability to sit and/or stand for extended periods.
Ability to work outdoors in heat and cold.
Ability to see and read with or without vision aids, and to hear and speak to exchange information.
Ability to perform maintenance duties and read blueprints, drawings, and specifications.

Responsibilities

Hire, lead, discipline, and terminate technicians.
Support service and maintenance teams as a technical resource.
Provide onsite field support for advanced-level troubleshooting.
Improve customer experience by reducing misdiagnosis and service warranties.
Serve as a technical expert and resource for field operations.
Create and deliver a technical training curriculum to facilitate team members’ technical development.
Create a sustainable and agile field development model with clear technical development requirements for tier advancement.
Support field hiring by providing oversight and input on candidates’ skillsets and technical experience.
Assist in the formal evaluation of Ace product offerings.
Complete special projects and perform other assigned duties.
Conduct performance reviews as necessary.
Assist customers.
Perform other tasks as requested by the General Manager or Operations Manager.

Benefits

Incentive, commission, and bonus opportunities, depending on role and grade level.
401(k) retirement savings plan with matching company contributions, eligible on the first day.
Medical, dental, and vision coverage.
Company-paid short-term and long-term disability coverage.
Life insurance benefits for employees and dependents.
Warehouse merchandise discount.
Paid time off and paid holidays, depending on role and month of hire.
Career growth and opportunities across multiple service channels.
Tools, hands-on training, formal education, and coaching.
Employee Assistance Program offering personal, legal, financial, work, childcare, and elder-care support.