Job Description

Job Description

Job Description

Your next leadership opportunity starts here.

At Elmer's Home Services we don’t just fix systems , we build comfort, relationships, and careers. Known for outstanding service, strong leadership, and a team-first culture, we are growing rapidly and looking for an experienced HVAC Service Manager to lead the next phase of our success.

This is your opportunity to step into a key leadership role where your experience, your voice, and your vision will truly matter.

About the Role:

The HVAC Service Manager leads and oversees the daily operations of the residential service department, ensuring exceptional customer experiences, efficient scheduling, accurate diagnostics, high-quality repairs, and technician development. This position is responsible for managing and coaching HVAC Service Technicians, driving operational excellence, maintaining safety and quality standards, and achieving departmental performance goals. The ideal candidate is a strong leader with extensive residential HVAC service experience, excellent communication skills, and a commitment to accountability, continuous improvement, and team development.

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:

• Lead, manage, and develop a team of HVAC Service Technicians to deliver outstanding customer service and technical performance.
• Oversee daily field operations to ensure timely response to customer service calls and efficient technician scheduling.
• Monitor technician performance, productivity, diagnostic accuracy, and repair quality.
• Conduct regular ride-alongs, field observations, and coaching sessions to develop technician technical and customer service skills.
• Provide ongoing training and development related to diagnostics, repairs, safety, customer service, company processes, and industry best practices.
• Ensure technicians maintain all required certifications, licenses, and training requirements.
• Review service tickets, diagnostic findings, repair recommendations, and completed work for accuracy and quality.
• Support technicians with complex troubleshooting and technical issues.
• Coordinate with dispatch, customer service representatives, installation teams, and other departments to ensure smooth operations and customer satisfaction.
• Resolve escalated customer concerns and service-related issues in a professional and timely manner.
• Maintain departmental compliance with company policies, manufacturer specifications, local codes, and safety regulations.
• Monitor callback trends and implement corrective actions to improve first-time resolution rates.
• Manage service department expenses and labor efficiency whilemaintaininghigh service standards.
• Participate in workforce planning, recruiting, interviewing, hiring, onboarding, and retention of service personnel.
• Maintainaccuratedepartment reporting and communicate operational performance to senior leadership.
• Foster a culture of accountability, professionalism, respect, teamwork, and continuous improvement.
• Perform other duties as assigned by Senior Operations Leadership.

Supervisor Responsibilities of this Role

The HVAC Service Manager oversees the daily management and development of HVAC Service Technicians.

Responsibilities include:

• Interviewing, hiring, onboarding, and training employees.
• Planning, assigning, and directing work activities.
• Monitoring productivity and operational performance.
• Conducting performance evaluations and coaching sessions.
• Establishing performance expectations and development plans.
• Recognizing, rewarding, and disciplining employees whenappropriate.
• Addressing employee concerns and resolving workplace issues.
• Ensuring adherence to company policies, procedures, and safety standards.
• Developing future leaders within the service department.
• Auditing and reviewing team payroll.

Success Factors and Performance Indicators

The Service Manager's success will be measured by, but not limited to, the following:

Leadership:

• Demonstrated ability to motivate, develop, andretainhigh-performing technicians.
• Builds a culture of accountability, professionalism, and customer focus.

Planning and Organization

• Effectively manages changing priorities and service demand.
• Allocates resources efficiently to maximize technician productivity.

Operational Excellence

• Champions adherence to company processes, quality standards, and safety requirements.
• Maintains consistency across service operations.

Problem Solving

• Exercises sound judgment and effectivelyresolvestechnical, operational, employee, and customer issues.

Performance Metrics (KPIs)

The Service Manager will be accountable for achieving departmental goals established by Senior Leadership, including:

• Service Department Revenue vs. Budget
• Technician Utilization Rate
• First-Time Fix Rate
• Callback Percentage
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Average Response Time
• Labor Efficiency
• Safety Performance
• Technician Retention
• Training and Development Completion
• Warranty and Rework Reduction

Minimum Qualifications

Required:

• Minimum 7 years of residential HVAC service experience.
• Minimum 3 years of leadership or supervisory experience within HVAC service operations.
• High School Diploma, GED, or equivalent experience.
• Current EPA Certification.
• Valid driver's license with acceptable driving record.
• Strong knowledge of residential HVAC systems, diagnostics, repairs, airflow, controls, electrical troubleshooting, and system operation.
• Strong verbal and written communication skills.
• Strong organizational, planning, and problem-solving abilities.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Proficiency with Microsoft Office and HVAC service management software.
• Ability to exercise sound judgment and make independent decisions.

Preferred:

• Texas TDLR ACR Technician Certification and/or Contractor License.
• Associate degree in HVAC, Mechanical Systems, Business Management, or related field.
• NATE Certification.
• Experience withServiceTitanor similar field service management software.
• Leadership and management training certifications.

Physical Demands and Work Environment Physical Demands:

• Ability to climb ladders, stairs, and equipment.
• Lift and carry up to 75 pounds when necessary.
• Ability to consistently lift and carry a minimum of 25 pounds unassisted.
• Work in confined spaces, attics, crawlspaces, rooftops, and other service-related environments as needed.
• Operate hand tools, diagnostic equipment, and technology devices.
• Wear required personal protective equipment (PPE).
• Ability to work flexible hours, including occasional evenings, weekends, and emergency situations when business needs require.

Working Environment:

Employees may occasionally be exposed to:

• Extreme temperatures
• Dust, dirt, fumes, and noise
• Confined or restricted workspaces
• Outdoor weather conditions
• Elevated work areas such as rooftops and ladders

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

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