Service Manager

Hidden Talent • Coolville, OH

10d • 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 service 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 and directly leads the service technicians, with five technicians currently and plans to grow. It works closely with the Office Manager, Sales / Comfort Advisor, and fractional CFO. The role is based in Coolville, Ohio, with field travel across Athens, Meigs, Gallia, Morgan, and Washington counties and West Virginia. It is full-time and salaried.

The Service Manager coaches and develops technicians, owns callback performance and service quality, supports field operations, handles customer escalations, and maintains key commercial relationships. The role may also provide field coverage, spending up to roughly 25% of time on service calls.

Compensation is a base salary of $80,000 to $95,000, plus a quarterly bonus of up to about $10,000 a year. The quarterly bonus is tied to callback rate and technician labor percentage. The company provides a vehicle, phone, tools, uniforms, paid time off per the Twin Oaks employee manual, and support toward OCILB licensing for candidates pursuing it.

During the first 12 months, the manager is expected to ride with every technician, learn the flat-rate book and Housecall Pro workflow, and meet top commercial accounts in the first 30 days. By days 31–90, the manager will begin daily meetings and monthly reviews, establish a callback baseline, and start technician coaching plans. In months 4–6, the callback rate should be trending down and direct labor percentage should be at or below the 20% target. By months 7–12, every technician should have a development plan, the team should meet install and agreement goals, and the owner should be out of day-to-day field decisions.

Requirements

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

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 a monthly team review of callbacks, labor percentage, and revenue per job.
• Help recruit, interview, and onboard technicians and apprentices.
• Own the callback rate, drive it down, and review 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.
• Work with the Office Manager to ensure the right technician, truck stock, and parts reach each job.
• Approve job scope changes and purchases up to an agreed dollar limit.
• Ensure the team uses Housecall Pro correctly, including accurate flat-rate codes, notes, photos, and job close-out.
• Manage vehicles, tools, safety, and EPA 608 / 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 the field when needed, spending up to roughly 25% of time on service calls.
• Ride with every technician, learn the flat-rate book and Housecall Pro workflow, and meet top commercial accounts during the first 30 days.
• Establish the callback baseline, begin daily meetings and monthly reviews, and start technician coaching plans by days 31–90.
• Work toward a declining callback rate and direct labor percentage at or below the 20% target in months 4–6.
• Ensure each technician has a development plan, the team hits install and agreement goals, and the owner is out of day-to-day field decisions by months 7–12.

Benefits

• Company vehicle, phone, tools, and uniforms.
• Paid time off per the Twin Oaks employee manual.
• Support toward OCILB licensing if the candidate is on that path.
• Quarterly bonus tied to callback rate and technician labor percentage, up to about $10,000 a year.

What This Job Offers

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