Home Services Manager- HVAC & Plumbing

Position Overview

The Service Manager oversees the HVAC and Plumbing Service Department, ensuring the delivery of high-quality service, efficient operations, and exceptional customer satisfaction. This position is responsible for developing departmental plans, managing field technicians, and coordinating between the office and field operations. The Service Manager ensures compliance with company policies, safety standards, and contractual obligations while driving operational efficiency and profitability.

Responsibilities of the Job

Leadership & Team Management

• Supervise, lead, and develop Service Technicians and Installation Crews.
• Network and refer top talent to the recruiting team, while managing the interview, training, and performance evaluation of technicians to ensure a highly skilled and effective team.
• Conduct ride-alongs with technicians and provide constructive feedback.
• Facilitate weekly meetings to communicate goals, address concerns, and drive team performance.
• Motivate, supervise, and administer team operations in line with company values.

Operational Oversight

• Manage daily workloads and schedules to optimize manpower utilization and maximize profitability.
• Ensure all repairs and installations meet the highest quality standards, including proper permitting.
• Effectively dispatch technicians to minimize downtime and improve response times.
• Assist technicians in resolving field issues promptly.
• Maintain compliance with local, state, federal, and company safety and operational requirements.
• Develop and enforce a culture of safety, ensuring adherence to OSHA standards.

Customer Service Excellence

• Resolve customer issues or concerns promptly to ensure satisfaction and loyalty.
• Enhance customer retention by growing Club Membership clients and maximizing lead opportunities.
• Ensure a professional, client-first approach from all team members.

Resource & Budget Management

• Manage departmental inventory, equipment, and service fleet to ensure operational readiness.
• Monitor and maintain the departmental budget, staying within financial targets.
• Achieve budgeted gross margin and meet or exceed all company goals.
• Review and approve new products, services, and equipment as needed.

Administrative Duties

• Complete and manage field technician paperwork, personnel evaluations, and expense reports.
• Prepare and present operational reports to the Home Service Leadership Team.
• Ensure all operational documentation is completed accurately and in a timely manner.

Strategic Development

• Provide feedback to leadership on market trends, customer needs, and revenue opportunities.
• Develop plans for improving department performance, including recruitment, training, and operations.

Behavioral Responsibilities of the Job

• Problem-solving and conflict resolution skills.
• Self-motivated, organized with a can-do attitude
• Demonstrate initiative to complete assignments and obtain results
• Able to work independently and as part of a changing team
• Committed to creating and participating in a positive workplace culture
• Capable of providing excellent internal and external customer interactions
• Ability to remain calm and handle stress well
• Committed to arriving on time and ready to work

Physical Demands and Work Environment

Physical Demands

• Moderate lifting (15-20 pounds) and occasional climbing.
• Frequent use of hands/fingers for computer work.
• Ability to work more than 40 hours per week when necessary.

Work Environment

• Service center environment with moderate noise levels.
• Mix of office and field work, with indoor and outdoor tasks.
• Business casual dress code.

Working Conditions

• The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is frequently required to stand and walk, reach and be directly involved with on-site inspections of building projects under construction, tours with various suppliers or vendors of sites and their facilities.
• The employee must frequently lift and/or move up to 100 pounds.
• Specific vision abilities required by this job include distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Subject to adverse weather conditions – extreme heat and cold
• Job sites can be loud and dusty
• Able to use basic hand tools and power tools.
• Must be able to travel from job site to job site
• Must be able to ascend ladders to heights of eight feet or higher, and descend ladders, scaffolding, stairs and inclined surfaces. Able to work in high areas including rafters and roofs.

Minimum Qualifications

Education:

• High School Diploma or GED required.

Experience:

• Minimum of 3+ years in service management within HVAC, plumbing, or a related industry.

Skills:

• Proficiency in Microsoft Office Suite and service management software.
• Experience with ServiceTitan is a plus.
• Knowledge of current code requirements and compliance standards.
• Understanding of accounting and financial principles as they apply to the HVAC and plumbing industries.
• Excellent oral, written, and interpersonal communication skills.

Additional Requirements

• Valid Driver’s License.
• Willingness to work flexible hours, including up to 12-hour shifts and occasional overtime.