HVAC Service Manager

Diamond Talent Solutions; Weymouth (MA); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Company vehicle

Fuel card

Phone

Laptop

Health/dental/vision

401(k) with match

Paid time off

Continuing education

Job summary

Diamond Talent Solutions seeks an HVAC Service Manager to lead the commercial HVAC service department, directing technicians and guiding service delivery, client relations, and financial performance. The role requires depth to evaluate complex work, price services accurately, and maintain safety standards.

The Senior Manager will report to the COO and oversee a team including HVAC Field Captain, technicians, and apprentices, while collaborating with maintenance, training, and estimating teams to

Qualifications

• Minimum 8+ years in commercial HVAC service with leadership experience.
• Strong budgeting, job costing, and contract management skills.
• EPA Section 608 and safety certifications are preferred.

Responsibilities

• Lead and develop the HVAC technician group with coaching and mentorship.
• Oversee scheduling, dispatch, and field operations for service work.
• Review estimates, proposals, and service agreements above thresholds.
• Manage department budget, labor utilization, and gross margin goals.
• Ensure OSHA/EPA compliance and Massachusetts licensing requirements.

Skills

Leadership

Team management

HVAC knowledge

Dispatching

Budgeting

Customer relations

Education

High school diploma or GED

HVACR trade school or associate degree

Tools

BuildOps

Jonas

CRM

Job description

HVAC Service Manager — Full Job Description

Position Summary

The HVAC Service Manager leads all aspects of the Company's commercial HVAC service department: technician management, service delivery, client relationships, and financial performance. This is a management position — the Manager does not carry a service assignment or take dispatch calls, but needs enough technical depth to direct, evaluate, and develop technicians, and to ensure complex work is scoped and priced correctly.

Reporting Relationships

Reports to: Chief Operating Officer

Direct reports: HVAC Field Captain, HVAC service technicians, and HVAC apprentices

Works closely with: Director of Refrigeration Service, Maintenance and Training Manager, Dispatcher, Service Coordination Lead, Estimating, Install, Warehouse, and Accounting

Key Responsibilities

Team leadership and development

• Supervise, train, and mentor the commercial HVAC technician group
• Direct scheduling of technicians for service calls and emergency repairs
• Conduct performance evaluations and support training, certification, and career development
• Lead hiring for technicians and apprentices, and build the apprentice development track
• Foster a team culture focused on safety, professionalism, and quality

Service operations and dispatch

• Prioritize service requests and coordinate scheduling for timely, efficient field operations
• Oversee field logistics: equipment readiness, truck stock, vendor coordination, fleet condition
• Work with the Dispatcher so service and quoted repair work is scheduled, tracked, and completed on time
• Assign work by technician capability, not just availability
• Monitor workflows for responsiveness and customer satisfaction, and ensure accurate documentation

Coordination with the maintenance department

The maintenance department is separate and does not report to this role; this role owns the service side of that relationship.

• Receive, triage, and convert repair and replacement opportunities identified during maintenance visits
• Coordinate scheduling with the Maintenance and Training Manager so departments don't compete for technicians or customer windows
• Provide technical input on maintenance scopes when requested, and feed recurring failure patterns back to improve PM procedures

Client relations and support

• Build and maintain strong relationships with facility managers, property owners, property management firms, and general contractors
• Respond to escalated concerns, resolve service issues, and reinforce long term retention
• Review and approve estimates, proposals, and service agreements above established thresholds
• Participate in customer meetings and walkthroughs; identify at risk accounts early and drive corrective action

Financial and administrative oversight

• Manage department budget, labor utilization, and gross margin goals
• Oversee job costing, pricing accuracy, invoicing, and billing workflows
• Control truck stock, parts spend, overtime, and subcontractor usage
• Generate and analyze KPIs and operational reports to evaluate department performance

Compliance and safety

• Ensure all field work complies with OSHA, EPA, and Massachusetts regulatory requirements
• Enforce EPA Section 608 obligations, including refrigerant recovery and recordkeeping
• Ensure Massachusetts licensing stays current for all applicable personnel
• Conduct field safety audits and toolbox talks; enforce lockout tagout, fall protection, electrical, ladder/lift safety, and PPE

Technical direction

• Provide advanced troubleshooting direction for complex commercial systems: RTUs, split systems, VRF, chillers, cooling towers
• Serve as the escalation point for repeat failures and drive root cause analysis
• Own callback resolution and the standards that prevent callbacks
• Review major system startups and commissioning for quality and completeness
• Stay current on HVACR technologies and serve as the senior technical resource for technicians and customers

Schedule and On Call Structure

Weekly schedule: three days in the office, one day in the field, one day working from home. The field day is for ride alongs, site walks, customer visits, and quality audits. This is a leadership seat, not a remote position.

Leadership on call rotation: the Company runs a five person leadership on call rotation shared among the Director of Refrigeration Service, the HVAC Service Manager, the two department field captains, and the Service Coordination Lead — roughly one week in five. The rotation covers triage, dispatch authority, pricing and policy decisions, and customer communication, not technical diagnostics outside the participant's own discipline.

The HVAC department also maintains its own technician on call rotation; building, staffing, and enforcing it is this role's responsibility.

Technical Scope

The Manager must have the depth to direct, evaluate, and develop technicians across: packaged rooftop units, split systems and ductless, VRF/VRV, air and water cooled chillers and cooling towers, boilers and hydronic systems, air handling and ventilation, economizers and airside troubleshooting, electrical/control circuits and VFDs, gas fired equipment and combustion analysis, and light commercial refrigeration (reach-ins, ice machines, small walk-in boxes). The Company does not perform DDC or building automation controls programming; equipment level and unit mounted controls are in scope.

Required Qualifications

Education

High school diploma or GED required; associate degree, HVACR trade school, or business coursework preferred.

Experience

8+ years in commercial HVAC service, including at least 4 years managing a technician group, with demonstrated ownership of a department or branch P&L.

Certifications

EPA Section 608 required; OSHA 30, NATE, or manufacturer training preferred.

Licenses

Valid driver's license with a clean record required. Massachusetts Refrigeration Technician license strongly preferred; Massachusetts gas fitting license preferred.

Core Competencies

• Deep knowledge of commercial HVAC systems and equipment level controls
• Proven leadership ability, including hiring, coaching, and performance management
• Strong communication, customer service, and conflict resolution skills
• Proficiency in budgeting, job costing, and service KPIs
• Strong organizational ability under interruption
• Experience with dispatching, CRM, and field service platforms (we run BuildOps; Jonas experience a plus)
• Experience integrating technicians from an acquisition or merger is a plus

Performance Metrics

Department gross profit dollars and percentage, service revenue growth, technician billable hour percentage, callback rate, first time fix rate, response time on critical calls, technician retention, and quoted work conversion.

Work Conditions

Full time, based out of the Company office. Three days in office, one day in the field, one day from home, plus participation in the five person leadership on call rotation. Requires regular field visits to commercial job sites, including rooftops and mechanical rooms, with the physical ability to climb ladders and lift 50 pounds.

This is a senior leadership seat reporting to the COO, and a direct path to broader operational leadership as the Company continues to grow.

Compensation Structure

• Quarterly department bonus on service department gross profit dollars, subject to a minimum gross profit percentage gate
• Growth bonus on combined service department revenue growth against the annual budget baseline
• Company profitability bonus, a defined percentage of net profit, paid annually
• A guaranteed minimum bonus applies for year one to account for baseline distortion during integration

Exact percentages, gate thresholds, and the year one minimum are set out in the offer letter and annual compensation schedule.

Additional: Company vehicle, fuel card, phone, laptop, health/dental/vision, 401(k) with match, paid time off, and paid continuing education and manufacturer training.