Service Manager

1. Job Summary:

2. Reporting Relationships:

• Reports directly to the President and works closely with the management team and support staff.
• Direct Reports: Service Coordinator, Dispatcher, Field Technicians.

3. Duties and Responsibilities:

• Oversee all HVAC, plumbing, and electrical field operations.
• Provide leadership and direction to field personnel.
• Establish operational goals and performance expectations.
• Monitor departmental productivity and operational performance.
• Ensure field resources are properly allocated to support customer demand.
• Support company growth initiatives and operational scalability.
• Participate in strategic planning and operational decision-making.
• Maintain a culture of professionalism, accountability, and continuous improvement.

• Conduct routine field inspections and ride-alongs.
• Audit completed service and installation jobs.
• Evaluate workmanship quality and technical performance.
• Verify compliance with company standards and procedures.
• Identify training opportunities and corrective actions.
• Monitor callback and warranty trends.
• Ensure customer satisfaction standards are maintained.

• Evaluate operational workflows and procedures.
• Identify inefficiencies and improvement opportunities.
• Implement improvement initiatives: processes, tools, and controls.
• Drive operational consistency across business units.
• Improve service delivery and operational effectiveness.

• Oversee apprentice development and progression.
• Ensure apprentices receive proper field training.
• Monitor apprentice skill development and performance.
• Drive development of future technicians and leaders.
• Coordinate licensing and certification requirements.
• Reinforce company standards, procedures, and best practices.
• Conduct field coaching and mentoring.
• Support technical, safety, and customer service training.
• Coordinate ongoing workforce development initiatives.

• Support operational growth initiatives through labor planning.
• Establish performance expectations and KPI standards.
• Monitor technician productivity and efficiency.
• Benchmark performance against company goals.
• Identify improvement opportunities through performance analysis.
• Evaluate staffing levels and workforce requirements.
• Monitor technician utilization and workload distribution.
• Assist with hiring recommendations and workforce planning.

• Develop, implement, and maintain operational procedures.
• Ensure field compliance with company SOPs.
• Support continuous refinement of company processes.
• Promote standardization and operational consistency.

• Ensure optimal fleet condition and operational readiness.
• Monitor GPS, fuel consumption, and fleet performance.
• Promote responsible vehicle operation practices and ensure efficiency.
• Assist leadership with long-term fleet planning.
• Monitor vehicle lifecycle and evaluate fleet replacement needs.
• Ensure proper company tools and equipment use and care.
• Monitor tools and equipment state and replacement requirements.

• Prioritize and coordinate field resources to meet project requirements.
• Monitor project execution, quality, and completion standards.
• Ensure successful project delivery and customer satisfaction.

• Ensure permit requirements are identified and fulfilled.
• Support successful project approvals and completion.
• Develop productive working relationships with municipal authorities.
• Ensure inspections are completed in accordance with project requirements.
• Ensure all work complies with applicable codes and regulations.
• Enforce company safety policies and procedures, promoting a culture of workplace safety.
• Ensure OSHA and regulatory compliance.

• Drive achievement of customer satisfaction goals.
• Resolve escalated customer concerns and service issues.
• Support customer retention initiatives (alongside Marketing).
• Ensure professionalism and communication standards.

• Ensure labor productivity and operational efficiency goals are met.
• Support achievement of revenue goals.
• Ensure gross profit targets are met.
• Support budgeting and forecasting. 

4. Requirements:

1. Skills & Abilities:

• Strong leadership and supervisory abilities.
• Employee coaching and development skills.
• Performance management and accountability.
• Conflict resolution and decision-making abilities.
• Team building and motivational skills.
• Strong verbal and written communication skills.
• Customer conflict resolution abilities.
• Presentation and training capabilities.
• Vendor and municipal relationship management skills.

• Service operations management.
• Workforce planning and capacity management.
• Quality assurance and process improvement.
• Fleet management oversight.
• Project oversight and execution.
• KPI management and performance analysis.

• Strong HVAC, plumbing, and/or electrical knowledge.
• Building code and regulatory knowledge.
• Safety and compliance expertise.
• Microsoft Office Suite proficiency.
• Google Workspace proficiency.
• ServiceTitan experience preferred.

2. Education & Experience:

• Associate's or Bachelor's degree in Business Administration, Construction Management, Mechanical Systems, or related field preferred.
• 7+ years of HVAC, plumbing, electrical, or home services industry experience.
• 3+ years of supervisory or management experience.
• Proven experience managing field personnel.
• Experience leading service and installation operations.
• ServiceTitan experience preferred.
• Applicable trade licenses and certifications preferred.

3. Physical Requirements and Conditions:

• Combination of office and field work environment.
• Frequent travel between jobsites.
• Extended periods of driving.
• Frequent walking and jobsite inspections.
• Ability to work indoors and outdoors in varying conditions.
• Ability to lift and carry tools, materials, and equipment as necessary.
• Ability to manage fast-paced operational environments

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