Training and Development Manager

Sila Services•Stoneham, MA

20h•$80,000 - $120,000•Onsite

About The Position

Sila Services is seeking an experienced Service Performance & Training Manager to develop its residential HVAC and plumbing service teams in the Boston market. This hands-on role focuses on coaching technicians in the field rather than providing only traditional classroom instruction. The manager works alongside technicians and service managers to strengthen customer communication, sales performance, service delivery, and team development. The position supports Sila Boston operations and requires regular in-person interaction with technicians and service managers, as well as regular reporting to the Stoneham, Massachusetts location. The role combines individual and group training, field observations, performance coaching, and the use of service metrics to assess and improve results. Success includes more confident technicians, stronger service managers, more consistent service calls, better customer experiences, and measurable improvements in productivity and service department performance. Sila Services describes itself as a growing family of residential HVAC, plumbing, and electrical businesses committed to exceptional service and investing in its people.

Requirements

Strong background in residential HVAC, plumbing, or other home services businesses.
Experience in service management, technician sales training, business coaching, or field operations leadership.
Proven ability to coach technicians on sales, customer communication, and service call performance.
Strong understanding of home services KPIs, including average ticket, close rates, revenue per technician, and service agreements.
Comfortable conducting ride-alongs, providing direct feedback, and working closely with field teams.
Excellent communication skills and ability to connect with technicians at all experience levels.
A hands-on coaching style with the ability to motivate, develop, and hold teams accountable.
Must live in Stoneham, Massachusetts, or the surrounding area and be able to regularly report to the Stoneham location.

Nice To Haves

Experience with Service Titan or similar field service management software.
Experience with Nexstar Network, Blue Collar Success Group, Service Nation, BDR, or similar training organizations.

Responsibilities

Coach and develop HVAC and plumbing service technicians to improve sales performance, customer communication, and overall service delivery.
Conduct regular ride-alongs to observe service calls, provide feedback, and identify coaching opportunities.
Train technicians to present repair and replacement options, build customer trust, and communicate the value of recommended solutions.
Partner with service managers to improve team performance, accountability, and consistency.
Develop and deliver engaging, hands-on training programs in individual and group settings.
Help technicians improve average tickets, conversion rates, membership opportunities, and overall revenue performance.
Use service performance metrics to identify improvement opportunities and measure training effectiveness.
Coach service managers on leadership, technician development, and performance management.
Support onboarding and ongoing development of new service technicians.
Reinforce a customer-first approach that balances sales performance with honesty, quality workmanship, and excellent service.