HVAC Field Service Ops Leader & Coach

Salt Air Heating, Cooling and Electrical; Wilmington (NC); On-site; USD 70,000 - 90,000; Full time

Job summary

Salt Air Heating, Cooling & Electrical in Wilmington, NC is seeking an experienced HVAC Service Operations Manager who thrives on coaching technicians and leading by example. This role spends the majority of time in the field, not behind a desk, directing service operations and improving performance.

You will coach technicians on troubleshooting, diagnostics, and customer communication, while also guiding improvements in service quality and efficiency.

Qualifications

• Strong background in residential HVAC service, maintenance, and repair.
• Experience leading HVAC teams or service departments.
• Experience training, coaching, or mentoring HVAC technicians.

Responsibilities

• Spend time in the field riding along with HVAC service technicians to provide hands-on training and coaching.
• Help technicians improve troubleshooting, diagnostics, repair recommendations, and customer communication.
• Train technicians on presenting repair and replacement options to customers.
• Identify individual training needs and develop plans to help technicians improve.
• Provide constructive feedback, encouragement, and accountability.
• Help newer technicians build confidence while supporting the continued development of experienced team members.
• Oversee daily HVAC service operations, scheduling, and technician productivity.
• Work with dispatch to ensure technicians are scheduled efficiently.
• Monitor technician performance using ServiceTitan and KPIs.
• Help improve service quality, completed jobs, customer satisfaction, and operational efficiency.
• Ensure estimates, service agreements, and customer follow-ups are completed.
• Identify and resolve issues that impact technicians or customers.
• Build a positive, accountable team focused on excellent service.

Job description

Salt Air Heating, Cooling & Electrical in Wilmington, NC is seeking an experienced HVAC Service Operations Manager who thrives on coaching technicians and leading by example. This role spends the majority of time in the field, not behind a desk, directing service operations and improving performance.

You will coach technicians on troubleshooting, diagnostics, and customer communication, while also guiding improvements in service quality and efficiency.