Service Operations Manager - HVAC

Salt Air Heating, Cooling and Electrical; Wilmington (NC); On-site; USD 70,000 - 90,000; Full time

Job summary

Salt Air Heating, Cooling & Electrical in Wilmington, NC is seeking an experienced HVAC Service Operations Manager who thrives on coaching technicians and leading by example. This role spends the majority of time in the field, not behind a desk, directing service operations and improving performance.

You will coach technicians on troubleshooting, diagnostics, and customer communication, while also guiding improvements in service quality and efficiency.

Qualifications

• Strong background in residential HVAC service, maintenance, and repair.
• Experience leading HVAC teams or service departments.
• Experience training, coaching, or mentoring HVAC technicians.

Responsibilities

• Spend time in the field riding along with HVAC service technicians to provide hands-on training and coaching.
• Help technicians improve troubleshooting, diagnostics, repair recommendations, and customer communication.
• Train technicians on presenting repair and replacement options to customers.
• Identify individual training needs and develop plans to help technicians improve.
• Provide constructive feedback, encouragement, and accountability.
• Help newer technicians build confidence while supporting the continued development of experienced team members.
• Oversee daily HVAC service operations, scheduling, and technician productivity.
• Work with dispatch to ensure technicians are scheduled efficiently.
• Monitor technician performance using ServiceTitan and KPIs.
• Help improve service quality, completed jobs, customer satisfaction, and operational efficiency.
• Ensure estimates, service agreements, and customer follow-ups are completed.
• Identify and resolve issues that impact technicians or customers.
• Build a positive, accountable team focused on excellent service.

Job description

Service Operations Manager – HVAC

Company: Salt Air Heating, Cooling & Electrical

Location: Wilmington, NC

Job Type: Full-Time

Job Description

Salt Air Heating, Cooling & Electrical is looking for an experienced HVAC Service Operations Manager who enjoys developing technicians, improving performance, and leading by example.

This is not a sit-behind-a-desk management position. While some time will be spent in the office reviewing schedules, performance, and operations, the majority of your time will be spent in the field working directly with HVAC service technicians.

We're looking for someone who knows the HVAC service business, enjoys teaching others, and can help technicians improve their technical skills, customer communication, and overall performance.

If you're an experienced HVAC leader who would rather be out coaching your team than sitting in meetings all day, we'd like to talk with you.

What You'll Do

Training & Coaching

• Spend time in the field riding along with HVAC service technicians to provide hands-on training and coaching.

• Help technicians improve troubleshooting, diagnostics, repair recommendations, and customer communication.

• Train technicians on presenting repair and replacement options to customers.

• Identify individual training needs and develop plans to help technicians improve.

• Provide constructive feedback, encouragement, and accountability.

• Help newer technicians build confidence while supporting the continued development of experienced team members.

Service Operations & Leadership

• Oversee daily HVAC service operations, scheduling, and technician productivity.

• Work with dispatch to ensure technicians are scheduled efficiently.

• Monitor technician performance using ServiceTitan and key performance indicators (KPIs).

• Help improve service quality, completed jobs, customer satisfaction, and operational efficiency.

• Ensure estimates, service agreements, and customer follow-ups are completed.

• Identify and resolve issues that impact technicians or customers.

• Build a positive, accountable team focused on excellent service.

What We're Looking For

• Strong background in residential HVAC service, maintenance, and repair.

• Previous experience as an HVAC Service Manager, Field Supervisor, Lead Technician, or similar leadership role.

• Experience training, coaching, or mentoring HVAC technicians.

• Strong understanding of HVAC diagnostics, service procedures, and best practices.

• Ability to coach technicians on customer communication and presenting service options.

• Comfortable using performance metrics to identify areas for improvement.

• Experience with ServiceTitan or similar field service software preferred.

• Strong leadership, communication, and organizational skills.

• Willingness to spend most of the workday in the field alongside technicians.

What Makes Someone Successful in This Role?

We're looking for a leader who understands that great service departments are built by developing great technicians.

You should be comfortable holding people accountable while also giving them the training, support, and tools they need to succeed.

The right person will lead by example, build strong relationships with technicians, and take pride in seeing the team improve.

Why Join Salt Air?

At Salt Air Heating, Cooling & Electrical, we believe in doing things the right way. Our core values include safety, integrity, amazing service, accountability, and continuous improvement.

You'll have the opportunity to make a real impact by helping develop our technicians, improving service operations, and contributing to the continued growth of our company.