Service Manager

About the Role: The Service Manager leads the day-to-day performance of the service team across our HVAC, Plumbing, and Electrical trades, ensuring technicians are executing at a high level, customers are receiving exceptional service, and the operation is running efficiently. You will coach and develop a team of multi-trade service technicians, work with the scheduling and dispatch coordinators, manage quality standards, and drive the key metrics that determine whether the service department wins the month. This is a hands-on leadership role for someone with deep trade knowledge across HVAC, plumbing, and electrical, and the ability to build a high-performing team around them.

Key Responsibilities

• Team Leadership and Development: Lead, motivate, and develop a team of HVAC, plumbing, and electrical service technicians. Conduct regular ride-alongs, coaching sessions, and skill evaluations to drive improvement in technical quality, sales effectiveness, and customer interaction across all three trades.
• Service Operations: Oversee daily service operations to ensure timely, efficient delivery of HVAC, plumbing, and electrical services across all job types. Manage to the model service system process to provide 5-star service to every customer. Work closely with sales on TGL processes and improvements.
• Performance Management: Monitor and track individual and team KPIs weekly across each trade. Hold technicians accountable to monthly targets and identify and address performance gaps with urgency.
• Quality Control: Conduct regular inspections and quality checks on completed service work across HVAC, plumbing, and electrical to ensure adherence to company standards, safety requirements, and customer satisfaction expectations. Handle customer escalations promptly and professionally.
• Recruiting: Lead efforts to top grade service technicians not meeting performance expectations and continually recruit in the local market for the best available multi-trade talent.
• Preventive Maintenance: Develop and oversee preventive maintenance programs across all trades that maximize system lifespan, minimize downtime, and reduce costly repeat visits.
• Cross-functional Collaboration: Partner closely with sales, installation, and dispatch teams to coordinate job requirements, share technical expertise, and ensure seamless service delivery for the customer.
• Reporting and Analysis: Prepare and analyze service reports, performance metrics, and financial data across HVAC, plumbing, and electrical. Provide regular updates to the General Manager and recommend strategies for improvement.
• Compliance and Safety: Ensure all service operations comply with applicable safety regulations, industry codes, and company standards across every trade.

Qualifications

• Proven experience in HVAC, plumbing, and/or electrical with a strong background in residential service and maintenance; multi-trade experience strongly preferred
• Prior experience in a supervisory or managerial role with demonstrated ability to lead a technician team and drive results
• In-depth technical knowledge of HVAC, plumbing, and/or electrical systems including installation, maintenance, troubleshooting, and repair
• Strong understanding of safety regulations, codes, and compliance standards across HVAC, plumbing, and electrical trades
• Excellent organizational and time management skills with the ability to manage multiple priorities simultaneously
• Proficiency in service management software; ServiceTitan experience strongly preferred
• Valid driver's license and clean driving record

Who You Are

You are a clear communicator who puts employees and partners first, a creative problem-solver who doesn't let things linger, and someone who moves fast without cutting corners. Above all, you hold yourself to a higher standard. In your work, your judgment, and how you treat people.

What Onboarding Looks Like

In your first 30 days, you will ride along with technicians across HVAC, plumbing, and electrical, learn the dispatch and scheduling operation, and build relationships with your team and key office counterparts. By day 60, you will be running weekly KPI reviews independently, leading coaching sessions, and actively managing field performance across all three trades. By day 90, you are the clear leader of service operations, owning results, developing your technicians, and operating as a trusted partner to the General Manager.

The 5 Big Things — What Success Looks Like

• Your technicians perform consistently: Success means revenue per job, conversion rates, and quality scores are trending in the right direction month over month across HVAC, plumbing, and electrical because your coaching is producing a measurably better team.
• Quality and safety are never compromised: Success means callbacks are low, safety incidents are near zero, and every job your team touches — regardless of trade — reflects the standard customers and leadership expect.
• The operation runs without gaps: Success means scheduling is tight, materials are ready, and technicians are matched to the right jobs so capacity is maximized and nothing falls through the cracks.
• Customers feel the difference: Success means customer satisfaction scores are consistently high because the technicians you develop show up on time, communicate clearly, and leave every job better than they found it.
• The GM trusts your judgment on everything in the field: Success is a General Manager who delegates service operations to you with full confidence because you have shown the discipline, follow-through, and leadership presence that earns that trust.