Plumbing Service Manager

Goettl Career•Austin, TX

2d•Onsite

About The Position

The HVAC Service Manager is responsible for upholding Goettl's standard of "Doing Things The Right Way, Not The Easy Way®" at the service level daily. This role involves more than just overseeing technicians; it includes coaching them, sharpening their diagnostic skills, ensuring every call is handled correctly, and following up when issues arise. The Service Manager partners remotely with technicians to assist customers, provide optimal options, and guarantee customer satisfaction. This position reports to the HVAC Operations Manager and collaborates with scheduling, quality control, training, and customer satisfaction departments.

Requirements

Technical knowledge of HVAC systems — you understand how the equipment works, not just how to manage the people working on it
Experience with ServiceTitan or comparable field service management software
3+ years in the home services industry, with experience in a leadership or senior technical role preferred
Working knowledge of HVAC diagnostics, service call structure, and repair best practices
Strong leadership skills with a clear focus on coaching and developing technicians
Knowledge of sales process and proposal follow-up strategy
Excellent communication skills — you can deliver direct feedback and still keep the team moving forward
Strong conflict resolution and decision-making skills
Comfortable working under pressure and managing multiple priorities
High school diploma or equivalent

Responsibilities

Ensure HVAC technicians correctly diagnose issues and deliver the right scope of work every time
Drive accountability for first-time fix rates and accurate service recommendations
Monitor technician performance (remotely) on service calls and provide real-time coaching when it’s needed
Mentor technicians (remotely) to sharpen their troubleshooting and customer communication skills
Analyze service call data to identify trends, training gaps, and areas to improve
Lead weekly technician training sessions
Ensure technicians follow the five-step process on every call
Conduct “happy calls” to verify customer satisfaction and catch issues before they escalate
Run rehash calls on unsold proposals to maximize conversion and build customer trust
Conduct compliance calls to verify service integrity and adherence to Goettl standards
Collaborate with scheduling and other departments to optimize technician efficiency
Communicate marketing campaigns and promotions to the service team