Service Manager

Service Manager – HVAC & Plumbing

Holy City Heating & Air – Charleston, SC

Holy City Heating & Air is a fast-growing, full-service HVAC & Plumbing company proudly serving Charleston and the surrounding Lowcountry. With continued growth and expanding service demand, we are seeking a high-level, results-driven Service Manager to lead and elevate both our HVAC and Plumbing divisions.

This is a performance-driven leadership position responsible for production, profitability, team development, and operational excellence.

Why We’re Hiring

Holy City Heating & Air is entering its next phase of growth.

As our HVAC and Plumbing divisions continue to expand across Charleston and the surrounding Lowcountry, we are creating a dedicated Director of Operations role to bring structure, accountability, and performance leadership to both departments.

With increased call volume, expanding install demand, growing membership plans, and aggressive revenue goals, we need a high-level operational leader who can:

• Elevate technician performance




• Improve department profitability




• Develop leadership within each division




• Build scalable systems to support continued growth

Position Summary

The Service Manager is responsible for the overall performance, leadership, and profitability of the HVAC and Plumbing service and installation departments.

This role oversees:

• HVAC & Plumbing Department




• Field Technicians




• Department KPIs and financial metrics

The ideal candidate understands both technical field operations and business performance management.

Core ResponsibilitiesLeadership & Team Management

• Directly manage HVAC and Plumbing Service Technicians




• Conduct weekly leadership meetings




• Hold technicians accountable to KPIs




• Develop training plans for skill advancement




• Coach underperforming team members




• Assist in hiring, interviewing, and performance reviews




• Build a culture of accountability and professionalism




• Ensure field teams represent Holy City’s brand at the highest level

KPI Ownership & Performance Metrics

The Service Manager will be responsible for tracking, reporting, and improving:

Revenue & Financial KPIs

• Average Ticket (HVAC & Plumbing)




• Gross Margin (Service & Plumbing)




• Revenue per Technician




• Conversion Rate (Estimates to Sold)




• Membership Sales & Renewal Rates




• Accessory Attach Rate (IAQ, Water Filtration, Tankless, etc.)




• Maintenance Agreement Growth




• Call-to-Booking Ratio

Operational KPIs

• Callback Percentage




• Job Completion Rate




• On-Time Arrival Percentage




• Labor Efficiency




• Install Pull-Through Rate




• Technician Productivity




• Truck Stock Accuracy




• Inventory Control

Customer Experience KPIs

• Online Review Growth




• Customer Satisfaction Scores




• Complaint Resolution Time




• CRM Response Time

This role must be comfortable reading P&L statements and making operational adjustments to improve margin and efficiency.

HVAC & Plumbing Technical Oversight

This is not an office-only role. The Director must have strong field knowledge and credibility.

Required Technical Knowledge Includes:

HVAC

• Residential system diagnostics




• Heat pump and furnace systems




• Airflow and static pressure understanding




• Duct design fundamentals




• Indoor air quality products (air purifiers, dehumidifiers, filtration)




• Refrigerant handling knowledge




• Installation best practices




• Code compliance basics

Plumbing

• Water heater (tank & tankless) diagnostics and installs




• Leak detection and repair




• Drain and sewer knowledge




• Fixture installation




• Water filtration systems




• Code compliance and permitting basics




• Flat-rate pricing structures

The Manager should be capable of:

• Assisting with complex diagnostic situations




• Supporting technicians in the field




• Reviewing large estimates




• Improving technical training standards

Process & Systems Management

• Ensure proper CRM usage (Housecall Pro, Podium, etc.)




• Enforce accurate job documentation




• Maintain pricebook integrity




• Improve dispatch efficiency




• Streamline workflow between CSR, dispatch, and field teams




• Develop and enforce SOPs




• Ensure safety compliance standards are met

Growth & Strategy

• Identify revenue opportunities




• Improve install pull-through




• Develop upsell strategies while maintaining ethical standards




• Assist ownership with quarterly forecasting




• Build a scalable operational structure




• Prepare departments for future expansion

Qualifications

• 4 years HVAC or Plumbing experience




• 3 years management experience preferred




• Strong understanding of service-based business operations




• Proven ability to manage KPIs and improve performance




• Experience in flat-rate pricing environments




• P&L literacy




• Excellent leadership and communication skills




• Valid driver’s license




• Ability to lead with authority and integrity

Compensation & Benefits

• Competitive base salary bonus(commensurate with experience)




• Performance-based bonus structure tied to department KPIs




• Health benefits




• Paid holidays and PTO




• 401(k)




• Ongoing leadership development




• Growth opportunity 

Who This Role Is For

• A high-level operator




• A builder of teams




• A process-driven leader




• Someone who wants to grow a department into a dominant Lowcountry brand




• A professional who takes pride in operational excellence