Service Manager

Smart Care Equipment Solutions•Grand Rapids, MI

34d•Onsite

About The Position

We are looking for an experienced Service Manager to lead and grow our service department. This is a hands-on leadership position responsible for overseeing service technicians, coordinating daily operations, maintaining excellent customer relationships, and ensuring the department operates safely, efficiently, and profitably. The ideal candidate is an experienced HVACR/HVAC professional who understands both the technical side of the trade and the importance of strong leadership, customer service, scheduling, and team development.

Requirements

5+ years of HVAC/HVACR service experience preferred.
Previous HVAC/HVACR supervisory or management experience strongly preferred.
Strong knowledge of HVAC/HVACR systems, troubleshooting, maintenance, and repair.
EPA certification as required for the position.
Valid driver's license with a good driving record.
Strong communication and customer-service skills.
Excellent organizational and time-management abilities.
Strong leadership and team-building skills.
Ability to troubleshoot technical problems and provide support to field technicians.
Comfortable working with computers, service-management software, and other technology.
Ability to work independently while also collaborating with technicians and management.
Professional, dependable, and solutions-oriented attitude.

Responsibilities

Manage the day-to-day operations of the HVAC/HVACR service department.
Lead, support, coach, and develop service technicians.
Coordinate technician schedules and service calls to maximize efficiency.
Provide technical support and assist technicians with difficult troubleshooting and repairs.
Monitor technician productivity, callbacks, labor hours, and overall performance.
Ensure service calls are completed professionally, efficiently, and on schedule.
Handle escalated customer concerns and ensure issues are resolved promptly.
Review service tickets, estimates, invoices, and technician recommendations.
Monitor service department revenue, profitability, labor costs, and other key performance indicators.
Help identify repair and replacement opportunities based on customer needs.
Work closely with dispatch, purchasing, warehouse, installation, and management teams.
Monitor truck inventory, parts, tools, and equipment.
Assist with hiring, onboarding, training, and performance management of service technicians.
Ensure technicians follow company safety policies, OSHA requirements, HVACR codes, and manufacturer specifications.
Maintain a strong culture of safety, accountability, professionalism, and customer service.
Help develop and implement processes that improve service department efficiency and profitability.