Service Manager

Ward Plumbing, Heating, and Air•Sylva, NC

29d•Onsite

About The Position

Ward Plumbing, Heating, & Air strives to be "The most respected, reputable, and recognized HVAC and plumbing contractor in Western Carolina." Founded in 1977, Ward PH&A has established itself within the surrounding community as "The New Standard for 5‑Star Service." We are looking forward to adding a professional, career‑oriented, growth‑minded leader to our team to support and drive excellence within our Service Department. The Service Manager is responsible for the overall leadership, performance, and profitability of the Service Department. This role oversees service technicians and coordination with operations staff to ensure high‑quality service delivery, customer satisfaction, and revenue generation.

Requirements

Ability to adhere to all company policies and procedures
Focus on client satisfaction
Timely communication with customers and Client Care regarding jobs
Ability to observe and account for day‑to-day operations
Ability to bring jobs and projects to successful completion within budget
Ability to identify areas of improvement for safety
Ability to work well under pressure with multiple or conflicting deadlines
Ability to demonstrate cooperative behavior with colleagues and supervisors
Ability to maintain a well‑organized and clean work environment
4–6 years of progressive leadership experience coaching teams
Experience tracking and improving key performance indicators (KPIs)
Familiar with HVAC & Plumbing Equipment and products, or willing to learn
NC Driver's License (Required)

Responsibilities

Responsible for the profitability of the service department that includes the HVAC Service and Plumbing Service Teams
Responsible for making sure that all Service Technicians maintain monthly 1‑1 meetings with a supervisor or manager, including an active training plan
Manager for all service technicians, with assistance from supervisor and operations staff
Review all service invoices daily, including comparing time cards to invoices and spot‑checking pricing
Ensure service technicians detail invoices thoroughly so customers understand the service rendered and resolution
Ensure parts requests are submitted promptly by technicians and that dispatch schedules work as parts are received
Approve all timesheets daily
Review all warranty invoices, ensuring valid warranty issues are addressed with vendors, parts, field materials, and labor
Secure work for the service department and support revenue generation
Track technician profitability and KPI reporting
Support Service Technicians in the field by phone or by coordinating appropriate technical resources
Verify all service vehicles are clean, stocked, and running properly
Plan for seasonal fluctuations by ensuring maintenance contracts are offered and contract sales goals are met
Coordinate quoting for large repair jobs and obtain customer approval
Ensure adequate staffing to meet department budget and demand needs
Conduct performance reviews and manage increases
Monitor service invoices and estimates
Provide technical analysis for customer questions and phone calls
Other duties as assigned