HVAC Service Manager

Position Overview:

HVAC Service Managers oversee the day-to-day operations of our HVAC Service Department, ensuring that our team of trained Service Technicians provide exceptional customer service and high-quality maintenance and service. This role ensures operational excellence, customer satisfaction, and team development. As the HVAC Service Manager, you will be responsible for mentoring our Service Team and ensuring the department's sales goals are being met while providing superior HVAC solutions.

Key Responsibilities:

Team Leadership & Management:

• Supervise, mentor, and inspire a team of HVAC Technicians.
• Provide ongoing training and development opportunities to ensure technical expertise and excellent customer service.
• Conduct regular performance evaluations and provide constructive feedback.
• Foster a positive, productive team environment with an emphasis on safety, quality, and customer satisfaction.

Operations Management:

• Manage service scheduling, technician assignments, and job workflows to ensure timely, efficient project completion.
• Ensure all work complies with company standards, safety regulations, and local codes.
• Oversee inventory, ordering parts and tools to support field operations.
• Support job estimation and pricing to maintain competitiveness and profitability.
• Track and report on department performance, including revenue, costs, and customer satisfaction.
• Monitor and manage the service department budget for operational efficiency.

Customer Relations:

• Serve as the point of contact for escalated customer inquiries and complaints, ensuring resolution and satisfaction quickly and professionally.
• Ensure a high level of customer satisfaction by maintaining strong relationships with clients and addressing any concerns that arise.
• Conduct post-service follow-ups with clients to ensure ongoing satisfaction and encourage repeat business.

Quality Control & Safety:

• Ensure that all HVAC service work adheres to industry standards and company protocols.
• Maintain high safety standards to protect employees and customers and ensure compliance with OSHA and other safety regulations.
• Review and resolve technical issues and service challenges, ensuring top-quality results on every job.

Key Qualifications:

• Minimum 5 years in HVAC service, with at least 2 years in a supervisory or management role.
• In-depth knowledge of residential HVAC systems, including troubleshooting, maintenance, and repair. Experience with system installation and design is a plus.
• Proven ability to lead, coach, and develop teams. Strong team-building and mentoring skills.
• Exceptional verbal and written communication skills. Comfortable conveying technical information to both technicians and customers.
• Strong organizational and time-management abilities. Capable of handling multiple priorities in a fast-paced environment.
• Proficient in interpreting blueprints, schematics, and technical manuals.
• Strong problem-solving skills with a commitment to delivering excellent customer service.
• Skilled in HVAC service management software and general business tools (e.g., Microsoft Office, ServiceTitan, etc.).

Education & Certification:

• High school diploma or equivalent; associate degree in HVAC or related field preferred
• Relevant HVAC certifications (e.g., EPA Certification, NATE Certification) required
• Valid driver’s license and clean driving record.

Physical Requirements:

• Ability to lift up to 50 pounds and work in various physical environments.
• Ability to work in confined spaces, on rooftops, and in other challenging locations as necessary.

Benefits:

• Competitive salary based on experience.
• Performance-based bonuses
• Benefits package, including health, vision, dental insurance, retirement plan, paid time off and more.
• Professional development and training opportunities.
• Gym Membership Reimbursement

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About HELP

For more than 80 years, HELP has provided HVAC, plumbing, and electrical services to families throughout Cincinnati, Northern Kentucky, and Southeast Indiana. To ensure that our clients’ expectations are exceeded, HELP takes great care when selecting individuals to join the team. Our employees embrace our commitment to do the job right the first time with good equipment and materials, with honesty and without shortcuts. By embracing this policy, our employees prosper right along with the company and enjoy solid job security. Not a heating, cooling, plumbing or electrical expert? Don’t worry. We can teach you everything you need to know!

We are an equal-opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic outlined by federal, state, or local laws.

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