HVAC Service Manager

Hope Plumbing, Heating & Cooling; Indianapolis (IN); On-site; USD 90,000 - 125,000; Full time

Job summary

Hope Plumbing, Heating & Cooling is seeking an experienced HVAC Service Manager to lead and develop the service department. The role focuses on driving revenue, profitability, and an exceptional customer experience while balancing hands-on leadership with strategic planning.

The ideal candidate will have a background in HVAC service operations, team development, and financial performance management, and will hold the team accountable to company standards and KPIs.

Qualifications

• Proven leadership experience in HVAC service, construction, or residential home services.
• Experience driving revenue, gross margin, and departmental profitability.
• Ability to monitor operational KPIs and financial performance.
• Strong customer service and relationship management skills.
• Excellent leadership, coaching, and conflict-resolution abilities.

Responsibilities

• Lead, manage, and motivate HVAC service technicians to achieve departmental goals.
• Oversee daily service operations: scheduling, dispatching, service call completion.
• Develop and monitor KPIs: revenue, margin, ticket average, productivity.
• Review invoices, estimates, and recommendations for profitability and accuracy.
• Collaborate with sales, installation, dispatch, and customer service teams.

Skills

HVAC leadership

Team development

Operations management

KPI tracking

Revenue growth

Customer service

Communication

CRM systems

Tools

CRM software

Service management software

Microsoft Office

Job description

Position Overview

Hope Plumbing, Heating & Cooling is seeking an experienced and results-driven HVAC Service Manager to lead and develop our HVAC service department. This individual will be responsible for overseeing daily operations, developing high-performing technicians, driving revenue and profitability, and delivering an exceptional customer experience.

The ideal candidate is a strong leader with a background in HVAC service operations, team development, and financial performance management. This role requires someone who can balance hands-on leadership with strategic planning while holding the team accountable to operational goals and company standards.

Key Responsibilities

Department Leadership & Team Development

• Lead, manage, and motivate HVAC service technicians to achieve departmental performance goals.
• Recruit, onboard, train, mentor, and develop technicians.
• Conduct regular ride-alongs, coaching sessions, and performance evaluations.
• Build a culture of accountability, teamwork, professionalism, and continuous improvement.
• Identify opportunities for employee development and advancement.

Service Operations & Performance

• Oversee daily HVAC service operations, including scheduling, dispatching, and service call completion.
• Monitor and improve key performance indicators (KPIs), including revenue, gross margin, average ticket, maintenance agreement sales, and technician productivity.
• Ensure technicians follow established processes, company policies, safety standards, and industry regulations.
• Oversee inventory, equipment, and vehicle requirements to support efficient department operations.
• Review service invoices, estimates, and recommendations for accuracy, quality, and profitability.

Financial & Business Management

• Drive departmental revenue growth and profitability.
• Monitor gross margins, labor efficiency, and overall departmental performance.
• Identify opportunities to improve operational efficiency and reduce unnecessary expenses.
• Develop and execute strategies to achieve departmental goals and financial objectives.

Customer Experience & Collaboration

• Ensure an exceptional customer experience throughout the service process.
• Handle escalated customer concerns and work toward timely, professional resolutions.
• Collaborate with sales, installation, dispatch, and customer service teams to ensure seamless operations.
• Promote strong customer relationships, service quality, and customer retention.

Industry Knowledge & Continuous Improvement

• Stay informed on HVAC technologies, products, equipment, and industry trends.
• Identify opportunities to improve service processes, technician performance, and departmental efficiency.
• Participate in industry events, professional development, training sessions, and community functions as needed.

Qualifications & Experience

• Proven leadership experience in HVAC service, construction, or residential home services.
• Previous experience managing or supervising a team of technicians or field service professionals.
• Strong understanding of HVAC service operations, troubleshooting, and industry practices.
• Demonstrated ability to drive revenue, gross margin, and departmental profitability.
• Experience monitoring and managing operational KPIs and financial performance.
• Excellent leadership, coaching, communication, and conflict-resolution skills.
• Strong customer service and relationship management abilities.
• Highly organized with the ability to manage competing priorities in a fast-paced environment.
• Proficiency with CRM platforms, service management software, and Microsoft Office applications.

What We're Looking For

We are looking for a hands-on leader who leads by example, develops their people, and takes ownership of departmental results. The right individual understands that success is measured not only by financial performance but also by technician development, operational efficiency, service quality, and customer satisfaction.