Reports To: General Manager

Position Summary

The Service Department Leader is responsible for the overall leadership, performance, and profitability of the HVAC Service Department. This role oversees daily operations, technician development, customer satisfaction, safety compliance, and financial performance. The ideal candidate is a strong operational leader with HVAC service experience, financial acumen, and the ability to build a high-performing team.

Key Responsibilities

Operational Leadership

Plan, coordinate, and direct all Service Department operations

Oversee Residential and Commercial Maintenance Agreement programs

Ensure proper scheduling, backlog management, and call tracking

Coordinate service work and equipment startups with Production and Sales

Monitor and maintain Flat Rate pricing systems and time/material reporting

Ensure compliance with all local, state, and industry codes

Financial & Performance Management

Track and report monthly gross margin performance

Monitor unapplied labor and travel time to stay within budget

Review service invoices for accuracy and completeness

Monitor material and equipment reporting for accuracy

Promote team about Educating customers on system condition, efficiency, and long-term cost considerations so they can make informed decisions about repairs, upgrades, or replacement.

Promote team about Educating customers to provide clear explanations of available options, including equipment upgrades and system improvements, based on the customer’s needs and goals.

Promote team about Educating customers about maintenance program benefits to help protect their investment, improve system performance, and reduce unexpected breakdowns.

Evaluate workforce capacity to align with business demand

Team Leadership & Development

Recruit, hire, and onboard Service Technicians

Verify employment history and ensure background, license, and drug screening compliance with partnering with human resources leader. 

Conduct semi-annual performance evaluations

Schedule and lead weekly Service Department meetings

Provide technical support for complex service issues

Appoint and mentor Technical Advisors as needed

Encourage lead generation and customer engagement

Perform ride-alongs with team members to ensure company standards are consistently upheld and that work quality meets established expectations.

Customer Experience

Handle customer concerns professionally with a focus on delivering “more than satisfied” results

Set and maintain “Get, Keep, and Grow Customers” standards

Review completed job for workmanship and efficiency

Recognize and reward high-performing team members

Training & Safety

Ensure safety standards are consistently followed

Schedule and attend ongoing technical and sales training

Maintain technical documentation library for manufacturer equipment

Conduct contests, incentive programs, and morale-building initiatives

Requirements

Required Skills & Qualifications

Strong understanding of HVAC service operations

Knowledge of accounting and financial performance metrics

Excellent leadership and team-building skills

Strong communication and conflict resolution abilities

Highly organized and detail-oriented

Ability to analyze reports and drive department profitability

Experience managing service technicians preferred

Service Titan knowledge preferred. 

Certifications 

EPA Section 608 (Universal)

NATE (North American Technician Excellence)

Leadership/Project Management Certifications