Service Manager

Smart Care; Grand Rapids (MI); On-site; USD 65,000 - 90,000; Full time

Job summary

Smart Care is seeking an experienced Service Manager to lead and grow the service department. This hands-on leadership role oversees service technicians, coordinates daily operations, maintains customer relationships, and ensures safety, efficiency, and profitability.

The ideal candidate has HVAC/HVACR expertise, strong leadership, scheduling, and team development skills. EPA certification and a valid driver's license are required.

Qualifications

• 5+ years of HVAC/HVACR service experience.
• Supervisory or management experience preferred.
• EPA certification as required for the position.
• Valid driver's license with a good driving record.
• Strong communication and customer-service skills.

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.

Job description

We are looking for an experienced Service Manager to lead and grow our service department. This is a hands‑on leadership position responsible for overseeing service technicians, coordinating daily operations, maintaining excellent customer relationships, and ensuring the department operates safely, efficiently, and profitably.

The ideal candidate is an experienced HVACR/HVAC professional who understands both the technical side of the trade and the importance of strong leadership, customer service, scheduling, and team development.

What You'll Do

• 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.

What We're Looking For

• 5+ years of HVAC/HVACR service experience preferred.
• Previous HVAC/HVACR supervisory or management experience 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.

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment, stand‑alone refrigeration, specialty coffee and beverage, complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Care's application or hiring process due to a disability, please contact the Human Resources department at [e-mail].