Service Manager

Come Grow with Us!

Ward Plumbing, Heating, & Air strives to be "The most respected, reputable, and recognized HVAC and plumbing contractor in Western Carolina." Founded in 1977, Ward PH&A has established itself within the surrounding community as "The New Standard for 5‑Star Service."

We are looking forward to adding a professional, career‑oriented, growth‑minded leader to our team to support and drive excellence within our Service Department.

Position Summary

The Service Manager is responsible for the overall leadership, performance, and profitability of the Service Department. This role oversees service technicians and coordination with operations staff to ensure high‑quality service delivery, customer satisfaction, and revenue generation.

Essential Job Functions And Responsibilities

• Responsible for the profitability of the service department that includes the HVAC Service and Plumbing Service Teams
• Responsible for making sure that all Service Technicians maintain monthly 1‑1 meetings with a supervisor or manager, including an active training plan
• Manager for all service technicians, with assistance from supervisor and operations staff
• Review all service invoices daily, including comparing time cards to invoices and spot‑checking pricing
• Ensure service technicians detail invoices thoroughly so customers understand the service rendered and resolution
• Ensure parts requests are submitted promptly by technicians and that dispatch schedules work as parts are received
• Approve all timesheets daily
• Review all warranty invoices, ensuring valid warranty issues are addressed with vendors, parts, field materials, and labor
• Secure work for the service department and support revenue generation
• Track technician profitability and KPI reporting
• Support Service Technicians in the field by phone or by coordinating appropriate technical resources
• Verify all service vehicles are clean, stocked, and running properly
• Plan for seasonal fluctuations by ensuring maintenance contracts are offered and contract sales goals are met
• Coordinate quoting for large repair jobs and obtain customer approval
• Ensure adequate staffing to meet department budget and demand needs
• Conduct performance reviews and manage increases
• Monitor service invoices and estimates
• Provide technical analysis for customer questions and phone calls
• Other duties as assigned
  
  

Success Factors / Job Competencies

• Ability to adhere to all company policies and procedures
• Focus on client satisfaction
• Timely communication with customers and Client Care regarding jobs
• Ability to observe and account for day‑to‑day operations
• Ability to bring jobs and projects to successful completion within budget
• Ability to identify areas of improvement for safety
• Ability to work well under pressure with multiple or conflicting deadlines
• Ability to demonstrate cooperative behavior with colleagues and supervisors
• Ability to maintain a well‑organized and clean work environment
  
  

Job Type: Full‑Time

Benefits

• 401(k) company matching
• Health Insurance 100% company paid for employees
• Dental insurance option
• Vision insurance option
• Disability insurance option
• Employee discount
• Paid time off including 7 Company Holidays
• Professional development assistance
  
  

Schedule

• Day shift primarily 7:00am to 4:00pm
• Monday to Friday
• Evenings, weekends or holidays as required
  
  

Supplemental Pay Types

• Bonus performance paid quarterly
  
  

Education

• Associates Degree or Higher, commensurate experience or training will be considered
  
  

Experience

• 4–6 years of progressive leadership experience coaching teams
• Experience tracking and improving key performance indicators (KPIs)
• Familiar with HVAC & Plumbing Equipment and products, or willing to learn
  
  

License/Certification

• NC Driver's License (Required)
  
  

Work Location:

• Main Office in Sylva, NC 28779