• 401(k)
• 401(k) matching
• Company car
• Free uniforms
• Health insurance
• Training & development

HVAC Service Manager — Founding Team Member

• Help design and establish the service department's operating procedures, workflows, and performance standards.
  
  
• Build a strong service team by helping identify staffing needs, evaluate candidates, onboard new technicians, and develop employees as the company grows.
  
  
• Establish clear expectations for technician productivity, workmanship, customer service, professionalism, and accountability.
  
  
• Develop consistent processes for dispatch coordination, call management, technician support, quality control, and customer follow-up.
  
  
• Help establish department goals, performance benchmarks, and reporting practices in partnership with ownership.
  
  
• Identify opportunities to improve efficiency, service quality, customer retention, and department profitability.
  
  
• Build a culture of teamwork, accountability, continuous improvement, and pride in doing the job right.
  
  
• Develop training and coaching practices that help technicians grow professionally and improve their performance.
  
  
• Help identify and develop future lead technicians and field supervisors as the department expands.
  
  
• Work with ownership to plan for department growth, including staffing, training, operational needs, and service capacity.
  
  
• Evaluate what's working, identify what's not, and implement practical improvements as the business evolves.
  
  
• Take ownership of department results while communicating challenges, opportunities, and progress to ownership.
  
  

• Monitor and manage key performance indicators (KPIs), including call close rate, average ticket, revenue per technician, membership sales, callback rate, customer satisfaction, and productivity.
  
  
• Review technician scorecards and performance reports regularly to identify strengths, address performance gaps, and measure progress.
  
  
• Conduct regular one-on-one coaching sessions and performance reviews.
  
  
• Establish individual and department performance expectations in partnership with ownership.
  
  
• Develop improvement plans for technicians who consistently fall short of expectations.
  
  
• Coach technicians on diagnostic skills, repair recommendations, customer communication, and effective presentation of service options.
  
  
• Identify trends in technician performance and implement strategies to improve results.
  
  
• Monitor callbacks, warranty issues, and customer feedback to identify opportunities for improvement.
  
  
• Track department performance against established goals and report results to ownership.
  
  
• Recognize strong performance and help build a culture where employees understand expectations and take pride in meeting them.
  
  
• Balance productivity and revenue goals with quality workmanship, customer satisfaction, and ethical recommendations.
  
  

• Oversee the day-to-day operation of the residential HVAC service department.
  
  
• Coordinate with dispatch and office personnel to improve scheduling efficiency, call distribution, and technician capacity.
  
  
• Monitor daily call volume, technician productivity, and available service capacity.
  
  
• Help ensure service calls are handled efficiently and professionally.
  
  
• Establish processes for tracking completed work, customer concerns, callbacks, and outstanding recommendations.
  
  
• Support technicians with difficult calls, customer escalations, and operational challenges.
  
  
• Ensure team members follow company procedures, safety protocols, and applicable local and state codes.
  
  
• Work with ownership to identify opportunities to improve labor efficiency, reduce rework, and strengthen overall department profitability.
  
  

• Mentor and develop technicians at varying experience levels.
  
  
• Train technicians in proper diagnostic procedures, repair techniques, safety practices, and customer communication.
  
  
• Help establish onboarding and training programs for new team members.
  
  
• Identify individual training needs and opportunities for professional development.
  
  
• Provide technical guidance and field support when technicians encounter difficult diagnostic or repair situations.
  
  
• Help develop future lead technicians and field supervisors.
  
  
• Create an environment where technicians can ask questions, improve their skills, and take ownership of their professional growth.
  
  

• Diagnose and repair complex residential HVAC issues involving furnaces, boilers, heat pumps, air conditioners, and associated ductwork.
  
  
• Assist with challenging diagnostic calls, second opinions, and difficult troubleshooting situations.
  
  
• Perform service, maintenance, and installations as needed to support the business and team.
  
  
• Help technicians resolve difficult technical issues and improve diagnostic accuracy.
  
  
• Ensure repairs are completed correctly and efficiently, with an emphasis on quality workmanship and first-time fixes.
  
  
• Maintain current knowledge of HVAC equipment, electrical systems, refrigeration, gas systems, and modern controls.
  
  

• Establish and maintain high standards for customer service throughout the department.
  
  
• Ensure technicians communicate system issues, repair options, and pricing clearly and professionally.
  
  
• Address customer escalations and assist with resolving complex service concerns.
  
  
• Monitor customer satisfaction, complaints, callbacks, and warranty issues.
  
  
• Reinforce ethical service recommendations that prioritize customer needs while supporting company goals.
  
  
• Use customer feedback and service trends to identify opportunities for improvement.
  
  

• 5+ years of hands-on residential HVAC service and repair experience.
  
  
• Previous experience leading, training, coaching, or supervising technicians.
  
  
• EPA Section 608 certification.
  
  
• Valid driver's license with a clean driving record.
  
  
• Strong working knowledge of electrical, refrigeration, and gas systems across multiple equipment types and brands.
  
  
• Excellent diagnostic and troubleshooting skills.
  
  
• Understanding of HVAC service department performance metrics, productivity, and revenue drivers.
  
  
• Ability to evaluate technician performance, identify improvement opportunities, and provide effective coaching.
  
  
• Strong organizational, communication, and problem-solving skills.
  
  
• A customer-first mindset and commitment to ethical service recommendations.
  
  
• Ability to work in attics, crawlspaces, tight spaces, and outdoor conditions when field support is needed.
  
  
• Ability to lift up to 75 pounds and work safely on ladders when required.
  
  

• Previous experience as an HVAC Service Manager, Lead Technician, Field Supervisor, or similar leader.
  
  
• Experience managing technician scorecards, KPIs, performance reviews, and productivity goals.
  
  
• Experience establishing or improving service department processes.
  
  
• NATE certification.
  
  
• Ohio HVAC contractor license, or the desire and ability to obtain one.
  
  
• Experience with smart thermostats, communicating systems, and modern HVAC controls.
  
  
• Understanding of labor costs, gross margin, callbacks, and service department profitability.
  
  

• Competitive Compensation: $30–$45 per hour, based on skills, experience, and qualifications.
  
  
• Performance Incentives: Opportunities to share in the company's success.
  
  
• Health Coverage: Medical, dental, and vision insurance.
  
  
• Retirement: 401(k) with company match.
  
  
• Paid Time Off: Paid vacation, sick time, and holidays.
  
  
• Company Vehicle: Company-provided vehicle for applicable job responsibilities.
  
  
• Tools: Tools provided or tool allowance, as applicable.
  
  
• Professional Development: Ongoing paid training and support for certifications, including NATE, EPA renewals, and manufacturer training.
  
  
• Overtime and On-Call Pay: Opportunities for overtime and additional compensation for eligible on-call and emergency service work.
  
  
• Uniforms: Company-provided uniforms.
  
  
• Career Growth: An opportunity to help build the service department and grow into expanded leadership responsibilities as the business develops.