Field Service Manager

Sila Services; Woburn (MA); On-site; USD 90,000 - 115,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid vacation

Sick days

Personal days

Growth opportunities

Parental Leave

Disability insurance

Life insurance

Training opportunities

Service discounts

Job summary

Central Cooling & Heating in Woburn, MA is seeking a Field Service Manager who can lead a team of HVAC technicians with vision, integrity, and a relentless focus on safety and customer satisfaction. The ideal candidate inspires excellence, drives performance, and models professional conduct in every field operation.

As Service Manager you will hire, coach and schedule staff, monitor KPIs, coordinate resources, and ensure safe, efficient service delivery that exceeds expectations.

Qualifications

• Strong understanding of commercial HVAC systems and service operations.
• Ability to assess and troubleshoot complex HVAC issues effectively.
• Commitment to workplace safety and proper field procedures.

Responsibilities

• Lead, coach, and develop a team of HVAC service technicians.
• Oversee daily field operations to ensure safe, efficient work.
• Manage scheduling, dispatch, and resource planning.

Skills

HVAC systems

Leadership/People mgmt

Safety compliance

Troubleshooting

Customer service

Job description

Job description: Field Service Manager

Central Cooling & Heating - Woburn, MA

Compensation includes a base salary- depending on experience (Salary range: $90,000 - $115,000).

Are you a visionary leader with a passion for excellence? Do you believe that leadership is about more than just a title, but about inspiring and uplifting a team to achieve greatness?

At Central Cooling & Heating, we’re on the lookout for a dynamic leader who embodies our commitment to 'safety first', outstanding service and customer satisfaction. With over five decades of setting the standard in HVAC services across Greater Boston, we’re not just hiring a manager; we’re seeking someone who will continue our legacy of excellence and innovation.

Are you ready to make a significant impact?

We’re looking for a leader who can drive our mission forward, mentor our skilled technicians, and maintain our reputation for unmatched quality. If you’re passionate about creating comfort and warmth in every home and want to be part of a team dedicated to delivering the best home services, this is your opportunity.

We don't just offer jobs - we build careers. Here’s why you’ll love being part of our team:

• Affordable, quality health, dental & vision insurance
• 401(k) w/ company match
• Paid vacation, sick and personal days
• On-going growth opportunities
• Parental Leave
• Short term disability, long term disability, and company paid life insurance
• Paid training/ongoing education
• Friends and Family Discounts on Services

The Role

Serving as a leader, motivator, trainer, recruiter, and sales & revenue driver, the Service Manager inspires their team to provide customers with superior service. This position handles hiring and developing staff, inclusive of setting and maintaining goals/standards, driving production and monitoring pace, and analysis, and obtaining and sharing product knowledge on services and HVAC systems.

Key Responsibilities

Lead, manage, coach, and develop a team of HVAC service technicians.

Oversee daily field service operations to ensure work is completed safely, efficiently, and according to company standards.

Manage technician scheduling, dispatch coordination, workforce planning, and resource allocation.

Ensure the appropriate technicians, equipment, parts, and resources are available to meet customer needs.

Provide technical support and guidance to technicians when troubleshooting complex HVAC issues.

Monitor technician productivity, performance, service quality, and customer satisfaction.

Conduct regular performance reviews, provide feedback, and establish performance expectations.

Handle customer complaints, service issues, and escalations while maintaining strong customer relationships.

Serve as a liaison between customers, technicians, dispatch, sales, and company leadership.

Ensure technicians follow OSHA requirements, company safety policies, and applicable industry regulations.

Promote a strong culture of safety, accountability, professionalism, and quality workmanship.

Monitor service department KPIs and identify opportunities to improve productivity, efficiency, and profitability.

Review job performance, labor hours, callbacks, materials, and other operational metrics.

Assist with budgeting, forecasting, and controlling service-related expenses.

Identify staffing needs and participate in recruiting, interviewing, hiring, and onboarding service technicians.

Develop training plans and identify opportunities for technician skill development.

Resolve field conflicts and operational challenges quickly and professionally.

Identify recurring service issues and implement solutions to prevent future problems.

Work with leadership to develop and implement strategies that improve service operations and customer retention.

Maintain accurate documentation and ensure service records are completed properly.

Remain calm, decisive, and solutions-focused when dealing with high-pressure situations.

Lead by example and create a positive, accountable, and high-performing service team.

Desired Skills and Experience

Strong understanding of commercial HVAC systems, service operations, troubleshooting, and repair.

Ability to understand complex technical issues and provide appropriate guidance to technicians.

Ability to evaluate service-related problems and make informed technical decisions.

Strong commitment to workplace safety and proper field procedures.

Ensures technicians follow company policies, OSHA requirements, and applicable safety regulations.

Promotes a culture where safety and quality are priorities.

Valid Driver’s License and clean driving record

Schedule:

Monday to Friday

Weekends as needed

Year-round work