Service Manager

Big Horn Heating & Cooling•Billings, MT

4d•Hybrid

About The Position

The Service Manager is responsible for overseeing the daily operations of the HVAC service department, ensuring technicians have the support, training, tools, and resources needed to provide high-quality service to customers. This position manages service technicians, scheduling and dispatch operations, customer satisfaction, service profitability, quality control, and departmental performance. The Service Manager serves as a key connection between customers, technicians, dispatch, office staff, and company leadership. The ideal candidate is an experienced HVAC professional and leader who understands both the technical and business sides of residential and/or commercial HVAC service.

Requirements

8+ years of HVAC service experience or equivalent technical experience.
Previous supervisory, lead technician, or management experience preferred.
Strong understanding of residential and/or commercial HVAC systems.
Strong diagnostic and troubleshooting skills.
Ability to read and understand HVAC equipment specifications, wiring diagrams, and technical documentation.
Strong customer service and communication skills.
Strong organizational and time-management skills.
Ability to manage multiple priorities in a fast-paced environment.
Valid driver's license and acceptable driving record.
Ability to pass applicable background and employment screening requirements.
Strong leadership and team-building skills.
Excellent verbal and written communication.
Strong problem-solving and decision-making abilities.
Ability to coach and motivate technicians.
Strong understanding of HVAC repair, maintenance, installation, and troubleshooting.
Ability to prioritize emergency and high-value service needs.
Ability to handle difficult customer situations professionally.
Strong attention to detail and follow-through.
Ability to interpret financial and operational performance data.
Proficiency with computers, email, Microsoft Office, CRM, dispatch, and service-management software.
Ability to work independently while collaborating effectively with company leadership.

Nice To Haves

HVAC/R certification or trade-school education.
EPA 608 certification.
NATE certification or other industry credentials.
Experience using HVAC service/dispatch software or CRM systems.
Experience managing service department KPIs and profitability.
Experience with maintenance agreements or service memberships.
Experience with residential and commercial HVAC equipment.

Responsibilities

Oversee daily operations of the HVAC service department.
Manage, coach, and support HVAC service technicians.
Monitor technician performance, productivity, efficiency, and customer service.
Ensure service calls are completed accurately, professionally, and within expected timeframes.
Assist with resolving escalated customer concerns and service issues.
Establish and maintain department procedures, standards, and expectations.
Ensure technicians have the tools, equipment, parts, and information necessary to perform their jobs effectively.
Work closely with dispatch and office personnel to maintain an efficient daily service schedule.
Review technician schedules and adjust assignments based on priority, skill level, location, and customer needs.
Ensure emergency and high-priority service calls are handled appropriately.
Monitor open service calls and follow up on jobs requiring additional work, parts, or customer communication.
Coordinate service calls that require multiple technicians or additional resources.
Conduct regular one-on-one meetings and performance reviews with service technicians.
Identify training needs and coordinate technical and professional development.
Provide coaching and corrective feedback when necessary.
Support onboarding and training of new service technicians.
Promote accountability, teamwork, professionalism, and a strong customer-service culture.
Lead by example in safety, technical knowledge, communication, and work ethic.
Review completed service calls, invoices, technician notes, recommendations, and customer feedback.
Ensure technicians properly diagnose HVAC equipment and recommend appropriate repairs or replacement options.
Monitor callbacks and warranty work to identify recurring issues and opportunities for improvement.
Conduct or coordinate quality-control inspections when necessary.
Ensure service work meets company standards, manufacturer specifications, and applicable codes.
Maintain a high level of customer satisfaction throughout the service process.
Respond to escalated customer concerns and work toward timely, professional resolutions.
Follow up with customers when necessary after service work has been completed.
Ensure technicians communicate professionally and clearly with customers.
Support the development of long-term customer relationships and maintenance agreements.
Monitor service department revenue, gross profit, average ticket, conversion rates, callbacks, and other key performance indicators.
Identify opportunities to improve department profitability and efficiency.
Encourage technicians to identify legitimate repair, replacement, maintenance, and indoor-air-quality opportunities.
Work with the General Manager on service pricing, promotions, and departmental goals.
Review estimates and larger repair recommendations as needed.
Help ensure service agreements and maintenance opportunities are properly presented to customers.
Monitor technician vehicle inventory and equipment.
Ensure service vehicles are properly stocked, maintained, clean, and organized.
Coordinate ordering and replenishment of commonly used parts and materials.
Work with management and warehouse personnel to maintain appropriate inventory levels.
Ensure company tools and equipment are properly maintained and accounted for.
Enforce company safety policies and procedures.
Ensure technicians follow OSHA requirements, applicable HVAC codes, and company safety standards.
Monitor proper use of personal protective equipment (PPE), tools, vehicles, and equipment.
Address safety concerns and report incidents according to company procedures.
Maintain required documentation and records.
Review technician timecards, service notes, invoices, estimates, and other department documentation.
Monitor and approve service-related paperwork as required.
Maintain accurate records of technician performance, training, disciplinary actions, and certifications.
Participate in management meetings and provide regular updates regarding department performance.
Assist with forecasting staffing, equipment, inventory, and operational needs.