Service Manager, HVAC

Cascade Residential Servi•San Antonio, TX

6d•Onsite

About The Position

The HVAC Service Manager leads and oversees the daily operations of the residential service department, ensuring exceptional customer experiences, efficient scheduling, accurate diagnostics, high-quality repairs, and technician development. This position is responsible for managing and coaching HVAC Service Technicians, driving operational excellence, maintaining safety and quality standards, and achieving departmental performance goals. The ideal candidate is a strong leader with extensive residential HVAC service experience, excellent communication skills, and a commitment to accountability, continuous improvement, and team development.

Requirements

Minimum 7 years of residential HVAC service experience.
Minimum 3 years of leadership or supervisory experience within HVAC service operations.
High School Diploma, GED, or equivalent experience.
Current EPA Certification.
Valid driver's license with acceptable driving record.
Strong knowledge of residential HVAC systems, diagnostics, repairs, airflow, controls, electrical troubleshooting, and system operation.
Strong verbal and written communication skills.
Strong organizational, planning, and problem-solving abilities.
Ability to prioritize multiple tasks in a fast-paced environment.
Proficiency with Microsoft Office and HVAC service management software.
Ability to exercise sound judgment and make independent decisions.

Nice To Haves

Texas TDLR ACR Technician Certification and/or Contractor License.
Associate degree in HVAC, Mechanical Systems, Business Management, or related field.
NATE Certification.
Experience with ServiceTitan or similar field service management software.
Leadership and management training certifications.

Responsibilities

Lead, manage, and develop a team of HVAC Service Technicians to deliver outstanding customer service and technical performance.
Oversee daily field operations to ensure timely response to customer service calls and efficient technician scheduling.
Monitor technician performance, productivity, diagnostic accuracy, and repair quality.
Conduct regular ride-alongs, field observations, and coaching sessions to develop technician technical and customer service skills.
Provide ongoing training and development related to diagnostics, repairs, safety, customer service, company processes, and industry best practices.
Ensure technicians maintain all required certifications, licenses, and training requirements.
Review service tickets, diagnostic findings, repair recommendations, and completed work for accuracy and quality.
Support technicians with complex troubleshooting and technical issues.
Coordinate with dispatch, customer service representatives, installation teams, and other departments to ensure smooth operations and customer satisfaction.
Resolve escalated customer concerns and service-related issues in a professional and timely manner.
Maintain departmental compliance with company policies, manufacturer specifications, local codes, and safety regulations.
Monitor callback trends and implement corrective actions to improve first-time resolution rates.
Manage service department expenses and labor efficiency while maintaining high service standards.
Participate in workforce planning, recruiting, interviewing, hiring, onboarding, and retention of service personnel.
Maintain accurate department reporting and communicate operational performance to senior leadership.
Foster a culture of accountability, professionalism, respect, teamwork, and continuous improvement.
Perform other duties as assigned by Senior Operations Leadership.
Interviewing, hiring, onboarding, and training employees.
Planning, assigning, and directing work activities.
Monitoring productivity and operational performance.
Conducting performance evaluations and coaching sessions.
Establishing performance expectations and development plans.
Recognizing, rewarding, and disciplining employees when appropriate.
Addressing employee concerns and resolving workplace issues.
Ensuring adherence to company policies, procedures, and safety standards.
Developing future leaders within the service department.
Auditing and reviewing team payroll.