Description

The Service Manager is a critical leader responsible for the daily operational management of the HVAC Service Department. This role oversees field personnel, ensures compliance with ACIS core values and policies, and manages all aspects of service operations including scheduling, training, customer satisfaction, and financial performance.

The Service Manager bridges the gap between field technicians and executive leadership, playing a pivotal role in driving company culture, fostering employee engagement, and upholding a high standard of service excellence. Success in this position is measured by the ability to deliver exceptional customer service, retain top talent, and achieve revenue and profitability goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Lead, supervise, and coordinate all day-to-day activities of the Service Department, including scheduling, resource allocation, and field performance.
Work closely with dispatch and project coordinators to align technician capabilities with job demands.
Manage and mentor field supervisors and technicians; provide consistent feedback, performance reviews, and career development support.
Train employees on safety standards, technical procedures, and company quality expectations.
Collaborate with Sales and Account Managers to support estimating, quoting, and project execution.
Promote a culture of safety, accountability, and service excellence.
Resolve customer complaints and service issues promptly and professionally.
Oversee service equipment and tools to ensure calibration and operational readiness.
Analyze and improve service department efficiency, technician productivity, and cost control.
Maintain accurate records and generate timely reports (i.e., open work orders, KPIs, revenue forecasts).
Coordinate with vendors and suppliers regarding parts, tools, pricing, and delivery timelines.
Participate in strategy planning sessions and work closely with executive leadership to meet company goals.
Monitor compliance with OSHA, local/state/federal safety regulations, and industry best practices.
Ensure prompt and accurate customer invoicing and work order processing.

Requirements

High school diploma required; college or technical degree preferred
Minimum 5–10 years of experience in HVAC service or related technical industry, including at least 3 years in a leadership role
Familiarity with HVAC, Plumbing, Controls, and Electrical systems
Universal EPA Certification
Texas TDLR Certification or ability to obtain
Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
Familiarity with Vista, Salesforce, and FieldConnect
High level of computer literacy and administrative competence
Strong leadership, communication, and coaching skills
Excellent problem-solving abilities
Ability to manage and resolve personnel and customer issues with professionalism and integrity
Strong organizational skills and time management
High emotional intelligence and team-building orientation

PHYSICAL DEMANDS AND WORK ENVIRONMENT

Must be able to lift and maneuver large, heavy equipment, parts, and tools, weighing over 50 lbs.
Must be able to work on ladders, lifts, in confined spaces, and from high elevations
Must be able to work in extremely hot and cold climates