Service Production Manager

Airtron•Raleigh, NC

39d

About The Position

The HVAC Operations & Service Production Manager is responsible for leading and integrating new residential construction HVAC production with retail and warranty service operations. This role manages field supervisors, service leaders, and technicians to ensure high-quality installations, responsive service delivery, strong customer satisfaction, and profitable growth across both builder-driven and retail service lines. The position balances production efficiency, people development, safety compliance, and customer experience , while serving as a key operational bridge between construction, service, warranty, installation, and estimating teams.

Requirements

Strong leadership and people management skills across field and office teams
Deep technical knowledge of HVAC systems, installation practices, service, and warranty operations
Strong customer service, conflict resolution, and communication skills
Ability to manage multiple projects and priorities in a fast-paced environment
Financial acumen related to job costing, margins, and departmental performance
Intermediate computer skills, including Microsoft Office and dispatching systems
Safety-focused mindset with attention to detail and compliance requirements
High School Diploma or GED (trade school or college preferred)
EPA 608 Certification (minimum Type II)
OSHA 10 certification
3–5 years of construction or HVAC operations management experience
Valid driver’s license
Proven experience managing field teams and multiple concurrent projects

Nice To Haves

HVAC installation and service experience
Demonstrated experience supporting both production and retail/service business models

Responsibilities

Lead and direct field supervisors, service supervisors, and technicians across RNC installation, retail service, and warranty operations.
Plan, assign, inspect, and oversee construction, service, and warranty activities to ensure quality and timeliness.
Review work orders before and after completion; track outstanding work and communicate status to leadership.
Coordinate with warehouse and inventory teams to ensure proper stocking of materials and tools.
Ensure permits are pulled and inspections completed in accordance with local code requirements.
Build and maintain strong working relationships with builder superintendents and internal partners.
Handle and de-escalate complex or volatile customer situations in the field.
Drive high levels of customer satisfaction through effective issue resolution and follow-through.
Partner with estimating and installation teams to resolve recurring quality or design concerns.
Recruit, hire, train, coach, and develop supervisors, technicians, and customer service staff.
Develop and implement structured training programs for service technicians, warranty technicians, and CSRs.
Provide technical assistance to field personnel when required.
Monitor performance, address performance issues promptly, and provide regular updates to senior leadership.
Promote strong employee engagement, morale, and retention through coaching and incentive initiatives.
Understand and manage departmental budgets, gross profit targets, and cost controls.
Determine time and cost estimates for HVAC jobs.
Support retail growth through maintenance agreements, accessories, replacements, add-on sales, and financing options.
Protect company assets by monitoring use of trucks, tools, and inventory.
Ensure all team members comply with safety standards, OSHA requirements, and company policies.
Foster a strong safety culture across office and field environments.
Ensure all administrative processes (timesheets, expenses, reporting, paperwork) are completed accurately and timely.
Maintain high workmanship and quality standards across installation and service work.