Service Manager - HVAC Services

Authority Brands•Naples, FL

About The Position

The Service Manager ensures customer needs are met while implementing One Hour Heating & Air Conditioning® policies and procedures. The role manages, guides, and sets profit-margin and service expectations for Service supervisors and field staff, while ensuring safe and efficient delivery of HVAC services and products. The Service Manager oversees Service Department operations, spending, facilities, safety, compliance, staffing, training, dispatch support, customer conflict resolution, and performance. The position also maintains professional and company standards, supports customer satisfaction and profitability, and coordinates regularly with HR on hiring and manpower planning.

Requirements

High school diploma or GED.
EPA and NATE certifications required.
At least 6 years of verifiable managerial, technical, and sales experience in HVAC or a related field.
Knowledge of the operational fundamentals of residential and light commercial heating, air conditioning, and ventilation equipment.
Knowledge of layout, installation, and service requirements for residential and light commercial HVAC.
Comprehensive knowledge of current HVAC products.
Consistent track record of meeting or exceeding annual revenue goals.
Ability to understand how economic, financial, and market conditions affect the business.
Excellent negotiation, communication, and presentation skills.
Knowledge of local codes and permitting requirements.
Computer proficiency, including Microsoft Word and Excel.
Large-group office management experience.
Availability to travel locally and work extended hours, including day and/or evening shifts.
Valid driver’s license and clean driving record.
Ability to pass a background check and drug screen.
Ability to exert up to 50 pounds of force occasionally, up to 20 pounds frequently, and/or up to 10 pounds constantly to move objects.
Ability to work outdoors in extreme temperatures and wet or humid environments, and/or in environments with vibration.
Ability to work with mechanical and chemical hazards and conditions, including fumes, odors, dusts, gases, and/or poor ventilation.
Ability to climb, talk, crouch, stand, balance, reach, grasp, pull, lift, see, hear, and operate tools and vehicles.

Nice To Haves

Associate degree in a related field preferred.

Responsibilities

Develop and implement operational best practices, continuous-improvement initiatives, and process enhancements to achieve budgeted gross margins.
Oversee Service Department spending, including labor, inventory, and fleet.
Manage facilities, service training, inspections, maintenance, and repairs to protect company assets.
Oversee safety compliance, including employee training, safety tracking, and employee compliance assessments.
Ensure incident investigations are completed properly and corrective actions are implemented when necessary.
Ensure the Service Department follows OSHA safety standards and that team members remain safety-conscious.
Coordinate with the Service team to complete Health, Safety, and Environmental program requirements and ensure necessary resources are available.
Maintain compliance with licensing, permitting, and code requirements.
Manage and develop service supervisors, including recruiting, hiring, termination, discipline, scheduling, setting priorities, conducting meetings, evaluating performance, and directing assignments.
Evaluate workloads and personnel schedules to maximize efficiency, profitability, and customer satisfaction.
Train field personnel on systems, tools, and procedures using in-house training, ride-alongs, Success Academy®, webinars, and online programs.
Provide coaching, feedback, and ongoing technical and communication training to subordinates to improve performance and reach GM% targets.
Review service paperwork and ensure field personnel follow reporting and documentation procedures.
Conduct job site surveys (STOPs), field-personnel ride-alongs, and work evaluations.
Assist dispatch operations in selecting appropriate technicians for service work.
Ensure accurate documentation of dispatch, arrival, and completion times.
Participate in company-sponsored training classes.
Resolve client conflicts through clear communication and prompt attention to concerns, questions, and problems.
Communicate weekly with HR regarding Service Department hiring and manpower planning.
Maintain a professional image by wearing approved company apparel, following safety procedures, and observing company performance standards and code of ethics.
Maintain a courteous demeanor with customers and associates.
Keep the company vehicle clean and organized inside and out.