Training and Development Manager

Sila Services•Stoneham, MA

4d•Onsite

About The Position

Sila Services is seeking an experienced Service Performance & Training Manager to develop HVAC and plumbing service teams in the Boston market. This is a hands-on, field-based role involving regular work with technicians and service managers rather than traditional classroom-only training. The position supports Sila Boston operations and requires regular in-person interaction and reporting to the Stoneham, Massachusetts location. Candidates must live in Stoneham or the surrounding area. The manager will coach technicians to improve sales performance, customer communication, confidence, and service delivery; help service managers develop their leadership and team performance; and create and deliver practical training. Success includes more confident customer interactions, improved service metrics and technician productivity, stronger managers, consistent service processes, and an improved customer experience.

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.
Comfort conducting ride-alongs, providing direct feedback, and working closely with field teams.
Excellent communication skills and the ability to connect with technicians at all experience levels.
Hands-on coaching style and 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 ServiceTitan 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 in sales performance, customer communication, and 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 hands-on training programs for individuals and groups.
Help technicians improve average tickets, conversion rates, membership opportunities, and 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.