HVAC Service Manager

Liberty Personnel Services, Inc.; Richmond (VA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Company vehicle/allowance

Health, dental, and vision insurance

Paid time off

Job summary

Liberty Personnel Services, Inc. seeks a Service Manager to oversee the mechanical service department in a fast-paced environment in Richmond, VA. The role requires leadership of technicians, dispatch coordination, and strong focus on profitability and customer satisfaction.

The ideal candidate will have 5+ years in mechanical/HVAC service operations, be skilled in estimating and scheduling, and drive service excellence while maintaining safety and quality standards.

Qualifications

• 5+ years of mechanical/HVAC service operations experience is required.
• Experience supervising service staff and coordinating field operations.
• Strong estimating, scheduling, and profitability management skills.

Responsibilities

• Manage the day-to-day operations of the mechanical service department.
• Supervise, train, mentor, and evaluate service technicians and support staff.
• Coordinate technician schedules, dispatching, and preventative maintenance work.
• Prepare and review service estimates, proposals, and work scopes.
• Monitor department revenue, gross margins, labor utilization, and profitability.
• Identify opportunities for additional repairs and maintenance with customers.
• Maintain service department records and provide regular performance reports.

Skills

Leadership

HVAC expertise

Customer service

Estimating

Scheduling

Budgeting & P&L

Communication

Team development

Field operations

Tools

ServiceTitan

FieldEdge

Microsoft Office

Job description

Service Manager

Position Summary: Service Manager is responsible for the overall management and profitability of the mechanical contractor’s service department. This position oversees service technicians, dispatching, customer relationships, service agreements, estimating, scheduling, safety, quality control, and financial performance.

The ideal candidate has strong mechanical/HVAC industry experience, excellent leadership and communication skills, and the ability to balance customer service with operational and financial objectives.

Key Responsibilities

• Manage the day-to-day operations of the mechanical service department.
• Supervise, train, mentor, and evaluate service technicians and support staff.
• Coordinate technician schedules, dispatching, emergency calls, and preventative maintenance work.
• Ensure service calls are completed efficiently, professionally, and to company standards.
• Develop and maintain strong relationships with commercial, industrial, and/or residential customers.
• Respond to customer concerns and resolve service issues promptly.
• Prepare and review service estimates, proposals, and work scopes.
• Monitor service agreements, preventative maintenance contracts, renewals, and customer retention.
• Review technician service reports, time entries, material usage, and completed work orders.
• Monitor department revenue, gross margins, labor utilization, overtime, and profitability.
• Identify opportunities for additional repairs, replacements, preventative maintenance, and upgrades.
• Coordinate with the construction/project management department when service work overlaps with installation projects.
• Maintain appropriate staffing levels and participate in recruiting and hiring service personnel.
• Ensure technicians have the necessary tools, equipment, vehicles, materials, and technical resources.
• Enforce company safety policies and ensure compliance with applicable codes, regulations, and industry standards.
• Conduct regular field visits to inspect workmanship and support technicians when needed.
• Maintain accurate service department records and provide regular performance reports to management.
• Assist with developing departmental budgets, goals, procedures, and performance metrics.
• Work with vendors and suppliers to maintain appropriate pricing and material availability.
• Stay current with mechanical systems, HVAC technology, building codes, manufacturer requirements, and industry practices.
• Participate in after-hours emergency support as required.

Leadership & Performance Expectations

The Service Manager is expected to:

• Lead by example and promote a professional, customer-focused culture.
• Hold technicians and staff accountable for productivity, quality, safety, and customer service.
• Establish clear expectations and measurable performance goals.
• Maintain effective communication between technicians, customers, dispatch, estimating, accounting, and management.
• Proactively identify operational problems and implement solutions.
• Develop technicians through ongoing training and coaching.
• Maintain a high level of customer satisfaction and employee engagement.

Qualifications

• 5+ years of experience in mechanical, HVAC, plumbing, or related commercial service operations.
• Previous supervisory or management experience preferred.
• Strong understanding of mechanical/HVAC equipment, troubleshooting, maintenance, and repair.
• Experience managing service technicians and field operations.
• Strong estimating, scheduling, and organizational skills.
• Ability to read and understand mechanical drawings, equipment specifications, and service documentation.
• Understanding of job costing, labor utilization, gross margin, and departmental profitability.
• Excellent written and verbal communication skills.
• Strong customer service and problem-solving abilities.
• Proficiency with Microsoft Office and service management/job management software.
• Valid driver's license and acceptable driving record.

Preferred Qualifications

• HVAC or mechanical trade certification/license.
• Experience with commercial/industrial mechanical systems.
• Experience managing preventative maintenance/service agreements.
• Experience with service management software such as ServiceTitan, FieldEdge, or similar platforms.
• OSHA/safety training.
• Experience with budgeting, forecasting, and P&L responsibility.

Key Performance Indicators

Success in this position may be measured by:

• Service department revenue and gross profit.
• Service agreement growth and renewal rates.
• Customer satisfaction and retention.
• Response and completion times.
• Labor and overtime control.
• Service-call profitability.
• Callback/warranty rates.
• Employee retention and technician productivity.
• Safety performance.
• Competitive salary based on experience.
• Performance-based bonus opportunity.
• Company vehicle or vehicle allowance, as applicable.
• Health, dental, and vision insurance.
• Paid time off and holidays.
• Company-provided tools and equipment, as applicable.
• Training and professional development opportunities.