Service Manager

Holy City Heating & Air LLC•Charleston, SC

About The Position

Holy City Heating & Air is a fast-growing, full-service HVAC & Plumbing company proudly serving Charleston and the surrounding Lowcountry. With continued growth and expanding service demand, we are seeking a high-level, results-driven Service Manager to lead and elevate both our HVAC and Plumbing divisions. This is a performance-driven leadership position responsible for production, profitability, team development, and operational excellence. WHY WE’RE HIRING Holy City Heating & Air is entering its next phase of growth. As our HVAC and Plumbing divisions continue to expand across Charleston and the surrounding Lowcountry, we are creating a dedicated Director of Operations role to bring structure, accountability, and performance leadership to both departments. With increased call volume, expanding install demand, growing membership plans, and aggressive revenue goals, we need a high-level operational leader who can: Elevate technician performance Improve department profitability Develop leadership within each division Build scalable systems to support continued growth POSITION SUMMARY The Service Manager is responsible for the overall performance, leadership, and profitability of the HVAC and Plumbing service and installation departments. This role oversees: HVAC & Plumbing Department Field Technicians Department KPIs and financial metrics The ideal candidate understands both technical field operations and business performance management. CORE RESPONSIBILITIES LEADERSHIP & TEAM MANAGEMENT Directly manage HVAC and Plumbing Service Technicians Conduct weekly leadership meetings Hold technicians accountable to KPIs Develop training plans for skill advancement Coach underperforming team members Assist in hiring, interviewing, and performance reviews Build a culture of accountability and professionalism Ensure field teams represent Holy City’s brand at the highest level KPI OWNERSHIP & PERFORMANCE METRICS The Service Manager will be responsible for tracking, reporting, and improving: REVENUE & FINANCIAL KPIS Average Ticket (HVAC & Plumbing) Gross Margin (Service & Plumbing) Revenue per Technician Conversion Rate (Estimates to Sold) Membership Sales & Renewal Rates Accessory Attach Rate (IAQ, Water Filtration, Tankless, etc.) Maintenance Agreement Growth Call-to-Booking Ratio OPERATIONAL KPIS Callback Percentage Job Completion Rate On-Time Arrival Percentage Labor Efficiency Install Pull-Through Rate Technician Productivity Truck Stock Accuracy Inventory Control CUSTOMER EXPERIENCE KPIS Online Review Growth Customer Satisfaction Scores Complaint Resolution Time CRM Response Time This role must be comfortable reading P&L statements and making operational adjustments to improve margin and efficiency. HVAC & PLUMBING TECHNICAL OVERSIGHT This is not an office-only role. The Director must have strong field knowledge and credibility. Required Technical Knowledge Includes: HVAC Residential system diagnostics Heat pump and furnace systems Airflow and static pressure understanding Duct design fundamentals Indoor air quality products (air purifiers, dehumidifiers, filtration) Refrigerant handling knowledge Installation best practices Code compliance basics PLUMBING Water heater (tank & tankless) diagnostics and installs Leak detection and repair Drain and sewer knowledge Fixture installation Water filtration systems Code compliance and permitting basics Flat-rate pricing structures The Manager should be capable of: Assisting with complex diagnostic situations Supporting technicians in the field Reviewing large estimates Improving technical training standards PROCESS & SYSTEMS MANAGEMENT Ensure proper CRM usage (Housecall Pro, Podium, etc.) Enforce accurate job documentation Maintain pricebook integrity Improve dispatch efficiency Streamline workflow between CSR, dispatch, and field teams Develop and enforce SOPs Ensure safety compliance standards are met GROWTH & STRATEGY Identify revenue opportunities Improve install pull-through Develop upsell strategies while maintaining ethical standards Assist ownership with quarterly forecasting Build a scalable operational structure Prepare departments for future expansion