HVAC Job Description Template

HVAC Service Manager

We are hiring an experienced HVAC Service Manager to run our service department. This is a leadership role for someone who has paid their dues in the field and is ready to multiply their impact by developing other technicians. You will manage daily dispatch, coach techs on diagnostic and customer service skills, handle escalated accounts, and own service department revenue and margin targets.

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Responsibilities

Manage a team of 8-20 HVAC service technicians across residential and/or commercial accounts
Own the daily service dispatch in coordination with dispatchers — prioritize emergency calls, balance route density, and ensure SLA compliance for maintenance agreement customers
Ride along with technicians for coaching, quality audits, and mentorship — minimum 2-3 field visits per week
Handle escalated customer complaints and service failures directly — own the resolution and the customer relationship
Review and approve technician-submitted quotes above authorization threshold
Conduct regular one-on-one meetings with technicians and quarterly performance reviews
Manage technician licensing, certification renewals, and manufacturer training calendars
Track and report weekly service KPIs including first-call completion rate, average call time, revenue per call, and callbacks
Coordinate with the parts department on inventory levels and emergency procurement
Interview and onboard new service technicians in coordination with HR
Contribute to annual service pricing reviews and maintenance agreement structure

Requirements

EPA Section 608 Universal certification
5+ years of HVAC service experience — you must have done this work yourself before managing others who do it
2+ years of leadership experience (team lead, lead tech, or service manager)
Strong diagnostic knowledge across residential and/or commercial HVAC equipment
Experience with field service management software (Service Titan, Service Fusion, Dispatch Track, or similar)
Demonstrated ability to develop technicians and improve team technical performance
Valid driver's license
Willingness to be reachable during peak season for escalations outside standard hours

Preferred Qualifications

NATE certification and familiarity with NATE technician development pathways
P&L ownership experience at the department level
Experience managing preventive maintenance agreement programs
Background in both residential and commercial HVAC service environments

Benefits

Competitive salary plus performance bonus tied to service department revenue and margin
Company vehicle or vehicle allowance
Health, dental, and vision insurance
401(k) with employer match
Leadership development budget
PTO and paid holidays
Clear path to Director of Operations or GM track for top performers

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HVAC Service Manager