HVAC Service Manager: Lead, Optimize & Elevate Tech Teams

Smart Care Equipment Solutions; Grand Rapids (MI); On-site; USD 90,000 - 120,000; Full time

Job summary

Smart Care seeks an experienced HVAC/HVACR service department leader in Grand Rapids to oversee daily operations, coach technicians, and optimize service calls for efficiency and quality. You will collaborate with dispatch, purchasing, and management while ensuring safety standards and OSHA compliance.

Your role focuses on coaching technicians, monitoring performance, and driving profitability through effective workforce management and customer service excellence.

Qualifications

• 5+ years of HVAC/HVACR service experience preferred.
• Previous supervisory or management experience in HVAC/HVACR strongly preferred.
• Strong knowledge of HVAC/HVACR systems, troubleshooting, maintenance, and repair.
• EPA certification as required for the position.
• Valid driver's license with a good driving record.
• Strong communication and customer-service skills.
• Excellent organizational and time-management abilities.
• Strong leadership and team-building skills.
• Ability to troubleshoot technical problems and provide support to field technicians.
• Comfortable working with computers, service-management software, and other technology.
• Ability to work independently while also collaborating with technicians and management.
• Professional, dependable, and solutions-oriented attitude.

Responsibilities

• Manage the day-to-day operations of the HVAC/HVACR service department.
• Lead, support, coach, and develop service technicians.
• Coordinate technician schedules and service calls to maximize efficiency.
• Provide technical support and assist technicians with difficult troubleshooting and repairs.
• Monitor technician productivity, callbacks, labor hours, and overall performance.
• Ensure service calls are completed professionally, efficiently, and on schedule.
• Handle escalated customer concerns and ensure issues are resolved promptly.
• Review service tickets, estimates, invoices, and technician recommendations.
• Monitor service department revenue, profitability, labor costs, and other key performance indicators.
• Help identify repair and replacement opportunities based on customer needs.
• Work closely with dispatch, purchasing, warehouse, installation, and management teams.
• Monitor truck inventory, parts, tools, and equipment.
• Assist with hiring, onboarding, training, and performance management of service technicians.
• Ensure technicians follow company safety policies, OSHA requirements, HVACR codes, and manufacturer specifications.
• Maintain a strong culture of safety, accountability, professionalism, and customer service.
• Help develop and implement processes that improve service department efficiency and profitability.

Skills

HVAC/HVACR leadership

Troubleshooting

Customer communication

Team development

Safety culture

Education

EPA certification (required)

Tools

Service-management software

ERP systems

Job description

Smart Care seeks an experienced HVAC/HVACR service department leader in Grand Rapids to oversee daily operations, coach technicians, and optimize service calls for efficiency and quality. You will collaborate with dispatch, purchasing, and management while ensuring safety standards and OSHA compliance.

Your role focuses on coaching technicians, monitoring performance, and driving profitability through effective workforce management and customer service excellence.