Service Manager

Hidden Talent • Coolville, OH

13d • $80,000 - $95,000 • Onsite

About The Position

The Service Manager is the senior leader of Twin Oaks' field service team. The role trains and holds technicians accountable, protects quality, and keeps jobs profitable so the owner is no longer the bottleneck. Dispatch and scheduling remain with the Office Manager; the Service Manager owns what happens on the job. The position reports to the Owner / President, directly leads five service technicians (with the team expected to grow), and works closely with the Office Manager, Sales / Comfort Advisor, and fractional CFO. It is based in Coolville, Ohio, with field travel across Athens, Meigs, Gallia, Morgan, and Washington counties and West Virginia. This is a full-time, salaried role.

Requirements

• At least 8 years of hands-on HVAC and/or commercial refrigeration experience.
• At least 2 years of experience leading or training technicians.
• EPA 608 Universal certification.
• Strong diagnostic skills across residential HVAC and commercial refrigeration.
• Ability to coach people and provide direct, fair feedback.
• Valid Ohio driver's license and a clean driving record.
• Ability to understand and work with labor percentage, callback rate, and revenue per job.

Nice To Haves

• Ohio OCILB license, or 5 years of qualifying experience and willingness to sit for the exam.
• NATE certification.
• Carrier and Generac experience.
• Experience with Housecall Pro, ServiceTitan, or similar field service software.
• Experience in a flat-rate pricing environment.

Responsibilities

• Train and coach technicians on diagnostics, flat-rate procedures, safety, and customer communication.
• Conduct ride-alongs and job reviews, set clear standards, and address performance issues directly.
• Lead the daily morning meeting and monthly team reviews of callbacks, labor percentage, and revenue per job.
• Help recruit, interview, and onboard technicians and apprentices.
• Own and reduce the callback rate, reviewing every callback for its root cause.
• Run the quarterly callback-rate bonus program with the Office Manager.
• Serve as the escalation point for complex diagnostics and warranty issues.
• Coordinate with the Office Manager to ensure the appropriate technician, truck stock, and parts reach each job.
• Approve job scope changes and purchases up to an agreed dollar limit.
• Ensure technicians use Housecall Pro correctly, including accurate flat-rate codes, notes, photos, and job close-out.
• Manage vehicles, tools, safety, and EPA 608 and licensing compliance.
• Handle service escalations and unhappy customers.
• Maintain relationships with key commercial accounts, including restaurants, convenience stores, and nursing facilities.
• Support technicians in selling maintenance agreements and identifying replacement leads for sales.
• Back up field operations by handling service calls when needed, for up to roughly 25% of the time.

Benefits

• Quarterly bonus tied to callback rate and technician labor percentage, up to about $10,000 a year.
• Company vehicle, phone, tools, and uniforms.
• Paid time off per the Twin Oaks employee manual.
• Support toward OCILB licensing for candidates pursuing it.

What This Job Offers

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