What are the responsibilities and job description for the Residential HVAC & Plumbing Service and Installation Manager position at Charlotte Mechanical?
Position Overview
Charlotte Mechanical is seeking an experienced Residential HVAC & Plumbing Service and Installation Manager to lead our residential service and replacement-installation operations.
This position is responsible for the day-to-day leadership of HVAC and plumbing service technicians and HVAC installation crews. The Service and Installation Manager serves as the Residential field team's primary point of contact for operational, technical and customer, issues while ensuring work is completed safely, efficiently, professionally, and profitably.
The ideal candidate is a strong field leader who can balance people management, technical support, customer service, scheduling, quality control, and financial performance.
Primary Responsibilities
- Lead and manage residential HVAC and plumbing service technicians and HVAC installation crews.
- Serve as the primary point of contact for field employees when operational, technical, scheduling, or customer issues arise.
- Coordinate with dispatch and scheduling to assign technicians, installers, and resources effectively.
- Oversee residential HVAC equipment replacements from installation, startup, permitting, inspection, and job completion.
- Review installation scopes, equipment selections, job requirements, material needs, and overall job readiness before work begins.
- Monitor active service and installation jobs to ensure work remains on schedule and issues are addressed promptly.
- Track estimates, parts orders, warranties, callbacks, permits, inspections, and outstanding job-related items.
- Ensure HVAC and plumbing repairs and installations meet Charlotte Mechanical standards, manufacturer specifications, applicable building codes, and safety requirements.
- Provide technical guidance and field support to technicians and installers when needed.
- Review job documentation, photographs, invoices, equipment information, and completed work for accuracy and quality.
- Monitor departmental performance, including productivity, revenue, labor efficiency, material usage, callbacks, warranty work, and customer satisfaction.
- Identify opportunities to improve department efficiency, profitability, quality, and customer retention.
- Train, coach, mentor, and hold team members accountable for performance, professionalism, workmanship, and customer service.
- Conduct regular communication with field teams regarding expectations, priorities, safety, and performance.
- Address escalated customer concerns professionally, promptly, and with a focus on achieving a fair resolution.
- Work closely with company leadership to establish departmental goals and improve operating procedures.
- Help maintain appropriate staffing levels and participate in on-call and emergency response planning.
- Promote a strong safety culture and ensure employees follow company policies and safe work practices.
Qualifications
- Minimum of five years of residential HVAC and/or plumbing experience.
- Previous service management, installation management, field supervision, or similar leadership experience preferred.
- Strong knowledge of residential HVAC service, troubleshooting, equipment replacement, installation practices, and system operation.
- Residential plumbing service knowledge is strongly preferred.
- Ability to effectively lead technicians and installers while managing multiple jobs, priorities, and deadlines.
- Strong leadership, communication, organizational, and problem-solving skills.
- Ability to coach employees, establish expectations, and hold team members accountable.
- Strong customer-service skills with the ability to professionally resolve escalated concerns.
- Understanding of job costing, labor efficiency, material management, productivity, and departmental profitability.
- Experience using ServiceTitan or a similar field-service management platform preferred.
- Ability to review job documentation, estimates, invoices, photographs, and performance reports.
- Valid driver's license with an acceptable driving record.
- EPA certification and applicable HVAC or plumbing trade licenses are preferred.
Successful Candidates Will Demonstrate
- Strong leadership and sound decision-making.
- A commitment to quality workmanship and customer satisfaction.
- The ability to remain organized and responsive in a fast-paced service environment.
- A proactive approach to identifying and solving field and operational issues.
- The ability to balance customer needs, employee support, quality, and profitability.
- A commitment to developing employees and building a high-performing team.
Benefits
Charlotte Mechanical offers a competitive compensation package, including:
- Health, Dental and Vision Insurance
- 401(k) with Company Match
- Paid Vacation
- Paid Holidays
- Employee Stock Ownership after one year
Charlotte Mechanical is looking for a dependable, experienced leader who takes ownership of department performance and can help our residential service and installation teams continue to grow while maintaining the quality and customer service our customers expect.
OUR MISSION
To be the premier home air, heating and plumbing service provider in the Greater Charlotte area by providing 100% customer satisfaction through our quality installations and prompt professional service. Everything we do revolves around our customers!