Position Overview:
- The Service Manager oversees the service department at a strategic, operational, and financial level. This role ensures profitability, technician performance, customer satisfaction, and workflow efficiency. The SM does not perform daily scheduling or work-order processing; instead, they manage the business from above, stepping in only for escalations, performance issues, or strategic decisions.
- Essential Job Functions:
- Strategic Leadership & Department Oversight
- Provide overall leadership and direction for the Service Department.
- Monitor operational performance, workload distribution, and departmental KPIs.
- Review schedule at a high level and adjust priorities only when necessary.
- Ensure consistency, accountability, and adherence to SOPs across all service functions.
- Financial Oversight & Profitability
- Own department profitability and margin performance.
- Review Manager Review work orders and resolve billing disputes.
- Monitor work-order trends for profitability and operational efficiency.
- Support PMM on PM margin improvement initiatives.
- Quote Ownership & Sales Support
- Own the quote process across the service department and provide support as needed.
- Approve scopes when necessary.
- Follow up with customers on quotes over $7,500.
- Oversee quote pipeline responsiveness and ensure timely delivery.
- Support estimators with scope development as needed.
- Escalation Management & Customer Relations
- Handle escalated customer issues, pricing negotiations, or service disputes.
- Meet customers for major concerns, opportunities, or strategic discussions.
- Support ASM with customer communication strategy and issue resolution.
- Maintain relationships with key accounts and high-value customers.
- Technician Performance & Personnel Leadership
- Support the ASM’s on technician performance management, reviews, interviews, and career development.
- Handle escalated personnel issues from ASM or FS.
- Support training and development initiatives in coordination with FS.
- Ensure safety, professionalism, and workmanship standards are upheld.
- Operational Oversight & Workflow Governance
- Oversee the entire work-order workflow at a managerial level.
- Review Manager Review WOs for accuracy, documentation, and financial impact.
- Ensure the ASM and PMM are executing their workflows effectively.
- Monitor PM performance trends and support PMM with margin improvement.
- Cross-Department Coordination
- Collaborate with ASM on scheduling, dispatch, and customer communication.
- Collaborate with PMM on PM program performance, costing, and deficiencies.
- Collaborate with FS on technician performance, field quality, and manpower planning.
- Provide high-level oversight of subcontractor performance.
- Key Performance Indicators (KPIs)
- Zone profitability and margin performance
- Quote conversion rate and responsiveness
- Technician performance & development
- Customer satisfaction & retention
- Operational Improvements and cost-savings initiatives
- Key Competencies:
- Ability to multitask
- Time Management and setting priorities
- Provide exceptional customer service
· · High-visibility leadership role.
· · Balances strategic oversight with selective operational involvement.
· · Acts as the department owner for profitability, customer satisfaction, and quote performance.
· · Works closely with ASM, PMM, and FS to ensure seamless operations.
- Required Education and Experience:
- 7+ years HVAC service experience, including leadership responsibilities.
- Strong understanding of commercial HVAC systems, service operations, and PM programs.
- Proven ability to lead teams, manage performance, and resolve escalations.
- Strong financial acumen related to service operations.
- Excellent communication and customer-facing skills.
- Ability to manage multiple priorities and make strategic decisions.
- Proficiency with work-order systems, dispatching platforms, and documentation workflows.
- Physical Requirements:
- The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to walk, talk, and hear. The employee can expect to work in a favorable environment.
Our Core Values
At Air Stream Air Conditioning, we believe that technical skills can be taught—but character, integrity, and a commitment to excellence are what set exceptional team members apart. Our employees are expected to embody our core values every day, whether working with customers, teammates, or business partners.
Integrity
We do the right thing, even when no one is watching. We honor our commitments, communicate honestly, take ownership of our actions, and hold ourselves accountable to the highest ethical standards.
Exceptional Service
We strive to exceed expectations. Every interaction is an opportunity to provide outstanding service, solve problems proactively, and create a positive experience for our customers and teammates.
Employee Focus
We believe our people are our greatest asset. We foster a culture of collaboration, respect, mentorship, and continuous learning where every employee has the opportunity to grow and succeed.
What We're Looking For
We're seeking professionals who:
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Demonstrate honesty, accountability, and professionalism in everything they do.
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Take pride in delivering exceptional customer service and quality workmanship.
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Work collaboratively and contribute to a positive team environment.
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Embrace learning, coaching, and continuous improvement.
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Take initiative, solve problems, and follow through on commitments.
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Treat coworkers, customers, and business partners with respect and professionalism.
If these values reflect who you are, you'll find an opportunity to build a rewarding career with a company that values both its people and the customers we serve.
