Service Manager – Job Description
Position Summary
The Service Manager oversees all aspects of the service department, providing leadership in technician management, service delivery, customer support, and operational performance. This role ensures high-quality commercial HVACR service, coordinates complex maintenance and repairs, and drives the department’s financial and operational success.This position is ideal for individuals who have served as an Assistant Service Manager and are ready to transition into a role with greater autonomy, strategic responsibilities, and leadership expectations.
Key Responsibilities
Team Leadership & Development
•Supervise, train, and mentor a team of commercial HVACR technicians.
•Assign and schedule technicians for service calls, preventive maintenance, and emergency repairs.
•Conduct regular performance evaluations and support ongoing training, certification, and career development.
•Lead the hiring process for service technicians, including screening, interviewing, and final selection.
•Foster a positive team culture focused on safety, professionalism, and quality.
Service Operations & Dispatch
•Prioritize service requests and coordinate scheduling to ensure timely and efficient field operations.
•Oversee field logistics including equipment readiness, inventory needs, vendor coordination, and fleet management.
•Work closely with the dispatcher to ensure all maintenance contract work is properly scheduled, tracked, and completed on time.
•Monitor service workflows to maintain responsiveness and customer satisfaction.
•Ensure accurate communication and documentation between field technicians and office staff.
Maintenance Program Oversight
•Review and approve scopes of work for all maintenance contracts to ensure accuracy, clarity, and profitability.
•Collaborate closely with the Maintenance & Training Manager to ensure PM technicians are properly trained and that all contract work is performed correctly and consistently.
•Support the refinement of maintenance standards, procedures, and quality expectations.
•Assist in identifying service opportunities and improvements based on maintenance findings.
Client Relations & Support
•Build and maintain strong relationships with commercial clients, including facility managers, property owners, and contractors.
•Respond to escalated customer concerns, resolve service issues, and reinforce long-term client retention.
•Review and approve estimates, proposals, and service agreements.
•Participate in customer meetings, walkthroughs, and contract discussions as needed.
Financial & Administrative Oversight
•Manage service department budgets, labor utilization, and gross margin goals.
•Oversee job costing, pricing accuracy, invoicing, and billing workflows.
•Generate and analyze KPIs and operational reports to evaluate department performance.
•Ensure service activities support company profitability and strategic objectives.
Compliance & Safety•Ensure all field work complies with OSHA, EPA, and local regulatory requirements.
•Conduct field safety audits, toolbox talks, and enforce company safety policies.
•Promote a safety-first culture across the service team.
Technical Leadership
•Provide advanced technical guidance and troubleshooting for complex commercial systems including RTUs, split systems, VRFs, and cooling towers.
•Assist with system startup and commissioning on major projects.
•Stay up-to-date on HVACR technologies, controls innovations, manufacturer updates, and industry best practices.
•Serve as a technical resource for technicians and customers.
Required QualificationsEducation
•High school diploma or GED required
•Associate degree or HVACR trade school completion preferred
Experience
•5–10+ years of experience in commercial HVACR service and repair
•Minimum of 3 years in a supervisory, foreman, or assistant management role
Certifications
•Required: EPA Section 608 Universal
•Preferred: OSHA 30, NATE certification, or manufacturer-specific training
All qualified applicants will receive consideration without regard to race, age, color, sex (including pregnancy), religion, national origin, disability, sexual orientation, gender identity, marital status, military status, genetic information, or any other status protected by applicable laws or regulations. GPAC (Growing People and Companies) is an award-winning search firm specializing in placing quality professionals within multiple industries across the United States since 1990. We are extremely competitive, client-focused and realize that our value is in our ability to deliver the right solutions at the right time.
