What are the responsibilities and job description for the Service Manager position at Hickory?
About Hickory
Hickory partners with craftsmen and business owners who build their reputations one job, one hard-earned milestone at a time. We’re building the most trusted residential HVAC platform in the Tri-State area — growing one brand, one team, and one neighborhood at a time.
Our core values: put employees first, treat everybody with respect, delight customers, raise the bar, and get stuff done.
The Role
Service is where reputation is built — and this role owns it.
As HVAC Service Manager, you’ll lead a team of technicians and coordinators responsible for delivering high-quality service across the Bronx. You’ll own daily operations, team performance, and customer outcomes — ensuring jobs are done right, on time, and at a high standard.
This is a hands-on leadership role. You’ll be in the details: dispatch, performance management, customer follow-ups, and making sure your team has what they need to succeed.
What You’ll Do
- Lead day-to-day service operations across a 10 truck team
- Manage scheduling, dispatch, and technician productivity
- Coach and develop technicians through ride-alongs, feedback, and training
- Own service performance metrics: revenue, conversion, job quality, and customer satisfaction
- Build strong relationships with customers and resolve escalations when needed
- Partner with installation, sales, and leadership teams to keep operations running smoothly
- Manage tools, fleet, and inventory to ensure efficiency in the field
- Ensure compliance with NYC codes, permits, and safety standards
- Track and report on performance, identifying opportunities to improve systems and workflows
What You Bring
- 5 years leading HVAC service teams or managing field operations
- Strong technical knowledge across HVAC systems (central air, ductless, VRF)
- Experience managing team performance, scheduling, and service KPIs
- Familiarity with ServiceTitan or similar field service software
- Strong leadership and communication skills — able to motivate and hold teams accountable
- Understanding of NYC regulations, compliance, and permitting
- Valid driver’s license
Benefits
- Health, dental, and vision insurance
- 401(k) retirement plan with company match
- PTO
- Career growth in a fast-scaling company
Base Compensation: $125,000-160,000
This job description is intended to outline the general nature and level of work associated with this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Responsibilities may evolve, and Hickory reserves the right to modify work assignments, responsibilities, and schedules as business needs change.
- Hickory is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.
Salary : $125,000 - $160,000