HVAC Service Manager
Salary : $100,000. - $140,000.00
Location: Cleveland, OH - NO RELOCATION PROVIDED
As the HVAC Service Manager , you will be the critical link between our office operations and field teams, ensuring we consistently deliver top-quality service and an exceptional customer experience. You’ll oversee daily processes—from managing inbound service requests and aligning scope and pricing, to collaborating closely with our General Manager to effectively deploy strategy to our field technicians. Above all, you’ll be our customer service champion, guiding your team to exceed client expectations every time.
In this role, you’ll report to the General Manager and manage dispatch, procurement, and client services professionals. You’ll also work collaboratively with our field operations leads to ensure strategy is executed seamlessly.
What You’ll Be Doing
○ Maintain consistent communication with clients, ensuring their needs are met with transparency and urgency.
○ Uphold quality assurance by overseeing first-time-fix rates, compliance with customer SLAs, and overall service excellence.
○ Coordinate with Dispatch, Warehouse & Procurement, and Technicians to ensure all work orders are accurately assigned and completed on schedule.
○ Oversee technician performance, including uniform compliance, job cleanliness, van inspections, and safety protocols.
○ Monitor warehouse operations to keep inventory management and procurement processes efficient.
○ Develop on-call schedules in collaboration with Lead Technicians to ensure consistent coverage.
○ Conduct weekly team meetings, focusing on company updates, safety topics, and open discussions to foster team unity.
○ Recruit, interview, and hire Technicians and other operations roles, ensuring our culture of excellence is upheld.
○ Coach and mentor team members, providing constructive feedback, encouragement, and clear guidance on company standards.
○ Work directly with the General Manager to align operational strategies with company goals.
○ Introduce and implement new ideas, ensuring team-wide adoption and compliance.
○ Continuously seek ways to enhance service processes and project delivery to strengthen Survoy’s position in the market.
○ Maintain compliance with all environmental and industry regulations, including EPA 608 certifications for refrigerant handling.
○ Address evolving business needs and customer requests as they arise.
Requirements
Qualifications & Skills You Bring
● Experience & Education :
○ 10+ years of field experience in HVAC and refrigeration services, with prior service management or operations management roles.
○ In-depth knowledge of HVAC systems, refrigeration equipment, and project scope management.
○ EPA 608 certification or equivalent.
● Technical & Leadership Proficiency :
○ Computer literacy in Outlook, Excel, and Word.
○ Proven ability to manage teams, lead meetings, and instill compliance with company strategies.
○ Exceptional verbal and written communication skills, comfortable addressing both internal teams and external clients.
○ Strong sense of accountability, with a passion for supporting your team’s success.
● Physical Requirements :
○ Comfort working in extreme weather conditions (heat, cold, wind, rain).
○ Ability to climb a 25ft ladder and work at various heights when necessary
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