What are the responsibilities and job description for the HVAC Field Service Manager position at New Century Service?
Commercial HVAC Field Manager
Position Summary
The HVAC Field Service Manager is responsible for leading and developing the HVAC field team while ensuring safe, efficient, and high-quality service execution. This role provides daily leadership, coaching, accountability, and technical support to HVAC technicians and serves as the primary field resource for performance, quality, and customer satisfaction.
The HVAC Field Manager spends the majority of their time in the field coaching technicians, observing work, solving problems, ensuring adherence to NCS standards, and developing the next generation of technical leaders.
Success in this role is measured by technician performance, safety, quality of work, customer experience, and continuous improvement.
Primary Responsibilities
Position Summary
The HVAC Field Service Manager is responsible for leading and developing the HVAC field team while ensuring safe, efficient, and high-quality service execution. This role provides daily leadership, coaching, accountability, and technical support to HVAC technicians and serves as the primary field resource for performance, quality, and customer satisfaction.
The HVAC Field Manager spends the majority of their time in the field coaching technicians, observing work, solving problems, ensuring adherence to NCS standards, and developing the next generation of technical leaders.
Success in this role is measured by technician performance, safety, quality of work, customer experience, and continuous improvement.
Primary Responsibilities
- Lead, coach, and develop a team of commercial HVAC technicians through regular ride-alongs and field support.
- Foster a culture of safety, accountability, professionalism, and continuous improvement.
- Ensure technicians deliver exceptional workmanship and customer service on every job.
- Respond to customer concerns, review callbacks, and coach technicians on best practices to prevent callbacks and repeat service issues.
- Provide coaching, training, and corrective action when needed to prevent repeat issues and improve field consistency.
- Support technician development through hands-on training, mentoring, and performance coaching.
- Monitor technician performance, workload, skill progression, and readiness for increased responsibility.
- Oversee the HVAC apprentice program, including progress tracking, field exposure, skill development, and preparation for advancement.
- Help technicians identify additional customer needs and recognize opportunities for preventative maintenance, repairs, and system improvements.
- Partner with Service Coordinators and Operations to improve scheduling, communication, and overall field performance.
- Partner with Operations and Service Coordinators to align technicians with jobs based on skill level, experience, customer requirements, and development opportunities.
- Anticipate seasonal workload transitions and identify upcoming staffing, training, and technician capacity needs.
- Assist with recruiting, interviewing, onboarding, and developing the next generation of HVAC technicians.
- Build positive working relationships with union employees while consistently applying company policies, performance expectations, and the Pipefitters Local 539 & 455 collective bargaining agreement.
- Attend weekly Operations Level 10 (L10) meetings and actively contribute to operational planning, technician performance, and department initiatives.
- Conduct monthly in-person HVAC technician meetings to communicate company updates, reinforce expectations, recognize successes, and support ongoing training and development.
- 7 years of commercial HVAC service experience.
- Previous experience leading, mentoring, or supervising HVAC technicians.
- Strong knowledge of commercial HVAC systems and troubleshooting.
- Excellent communication, leadership, and coaching skills.
- Ability to build strong relationships with employees and customers.
- Valid driver's license with a clean driving record.
- EPA Universal Certification.
- OSHA 10 or OSHA 30 Certification.
- Experience with commercial property management and multi-site customers.
- Experience using field service management software.
- Current Pipefitters Local 539 or 455 Journeyman or the ability to become a member of Pipefitters Local 539 or 455.
- Travel to various job sites and client locations on a daily basis.
- Safely navigate rooftops and climb ladders to access commercial equipment.
- Operate effectively in both indoor facilities and outdoor environmental conditions.
- Maintain the physical ability to lift and carry materials weighing up to 50 lbs.
- Adhere to all safety protocols, including the consistent use of required personal protective equipment (PPE).
- Company Truck
- Company phone, laptop
- Gas card
- PTO