HVAC Service Manager

Apollo Heating and Cooling; Kent (OH); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary & bonuses

Full benefits (medical, dental, vision

401(k) with company match

Paid vacation and holidays

Ongoing leadership training

Company vehicle, phone, and iPad

Quarterly company gatherings

Room to grow with expanding company

Job summary

Apollo Heating, Cooling & Plumbing seeks a Residential HVAC Service Manager to lead a team of technicians and field leads in Kent, OH. You will coach on diagnostics, performance, and customer conversations to drive top results and customer satisfaction.

You’ll ride along on complex calls, supervise scheduling and dispatch, and coach the team to use data and KPI insights to grow the service department while maintaining high safety and code compliance.

Qualifications

• 5+ years in residential HVAC service with leadership experience.
• Ability to coach technicians and improve performance.
• Strong diagnostic, troubleshooting, and system performance knowledge.
• Proven ability to coach in-home sales and customer communication.
• Experience with ride-alongs, coaching, and KPI-driven management.
• Calm, professional, and solutions-focused under pressure.
• EPA 608 certification preferred.
• Valid driver’s license with clean record.

Responsibilities

• Lead and develop a team of residential HVAC service technicians and field leads to deliver top performance and customer experiences.
• Train technicians on advanced diagnostics, troubleshooting, airflow, and system performance.
• Coach on customer communication, presenting repair/replacement options, and memberships.
• Step in on complex service calls to support diagnostics and conversations.
• Oversee daily service operations: scheduling, dispatch, workflow, capacity planning.
• Monitor KPIs: revenue, ticket average, conversions, memberships, callbacks, satisfaction.
• Lead regular trainings and meetings; maintain high motivation and accountability.
• Resolve escalated customer concerns while protecting company reputation.
• Collaborate with dispatch, install, sales, and leadership to improve service.
• Ensure OSHA compliance and local code adherence.

Skills

Leadership

Coaching

Diagnostics

Sales skills

Data-driven

Communication

Tools

ServiceTitan

Job description

Lead the team. Build great technicians. Grow your career with a company that’s growing fast.

The best service managers don’t just run the board. They build people. Apollo Heating, Cooling & Plumbing is looking for a Residential HVAC Service Manager who lights up when a technician they coached closes their best month ever, nails a tough diagnosis, or earns a glowing customer review.

This is a hands on leadership role for someone who can do it all and teach it all. You’ll ride along with technicians, sharpen their diagnostic skills on complex calls, and coach them through the conversations that matter most: explaining what they found, presenting options with confidence, and helping homeowners make the right decision for their home. You know that great service and great sales come from the same place, which is trust, and you know how to teach it.

For over [40] years, Apollo has served homeowners across Kent, Akron, Ravenna, and Portage and Summit Counties. As a Carrier dealer working on everything from furnaces and heat pumps to geothermal systems, we give our technicians a lot to learn, and we need a leader who’s excited to help them master it. If you’re passionate about developing people, driving results, and building a culture where technicians thrive, this is your opportunity to make a real impact.

What You’ll Do

• Lead, coach, and develop a team of residential HVAC service technicians and field leads to deliver top performance and outstanding customer experiences.
• Train technicians on advanced diagnostics, troubleshooting, airflow, and system performance through ride alongs, hands on training, and call by call coaching.
• Coach technicians on customer communication and sales skills, including presenting repair and replacement options, offering maintenance memberships, and creating opportunities for the comfort advisor team.
• Step in on complex service calls to support technicians with diagnostics and customer conversations.
• Oversee daily service operations including scheduling, dispatch coordination, workflow, and capacity planning.
• Track and improve key performance metrics, including revenue, average ticket, conversion rates, lead creation, membership growth, callback rates, and customer satisfaction.
• Run regular team trainings and meetings that keep technicians sharp, motivated, and accountable.
• Professionally resolve escalated customer concerns while protecting Apollo’s reputation.
• Partner with dispatch, install, sales, and leadership to improve customer experience and grow the service department.
• Ensure compliance with OSHA, safety protocols, and local code requirements.
• Model and reinforce Apollo’s values and culture every day.

What You Bring

• 5+ years of residential HVAC service experience, with at least 2 years in a leadership role.
• A genuine passion for coaching and developing people, with a track record of helping technicians grow.
• Strong technical knowledge of residential HVAC diagnostics, repairs, airflow, and system performance, and the ability to teach it.
• Proven ability to coach customer communication and in home sales skills.
• Experience with call by call coaching, ride alongs, and performance management.
• Comfort using data and KPIs to spot opportunities and drive results.
• ServiceTitan or similar field service software experience.
• Calm, professional, and solutions focused under pressure.
• Excellent communication and organizational skills.
• EPA 608 certification preferred.
• A valid driver’s license with a clean driving record.

What You Get

• Competitive salary plus performance bonuses.
• Full benefits. Medical, dental, vision, and a prescription card.
• 401(k) with company match.
• Paid vacation and holidays.
• Ongoing leadership training and professional development.
• [Company vehicle, phone, and iPad.]
• A team that celebrates together. Paid quarterly company gatherings.
• Room to grow with a company that’s expanding.

Our Values

Accountable. Inspirational. Excellent. Disciplined. Results oriented.

Apollo Heating, Cooling & Plumbing is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.