Position Summary
The HVAC Service & Installation Manager is responsible for overseeing the daily operations of the Service and Installation Departments to ensure exceptional customer service, operational efficiency, profitability, safety, quality, and employee development. This position provides leadership and direction to field technicians, supervisors, dispatch personnel, and other operational staff while coordinating service calls, installation projects, scheduling, manpower, customer relationships, and departmental financial performance. The successful candidate is a hands-on leader who develops high-performing teams, establishes accountability, and continuously improves operational processes.
Essential Functions
Operational Leadership
· Direct and oversee the day-to-day operations of the Service and Installation Departments.
· Establish departmental goals, performance metrics, and strategic initiatives aligned with company objectives.
· Ensure service calls and installation projects are completed safely, efficiently, on schedule, within budget, and in accordance with company quality standards.
· Coordinate with Sales, Estimating, Purchasing, Warehouse, Accounting, and Executive Leadership to ensure seamless project and service execution.
· Monitor departmental workflow and identify opportunities to improve productivity, efficiency, and profitability.
· Develop and implement standard operating procedures and continuous improvement initiatives.
· Ensure appropriate staffing levels and resources are available to meet operational demands.
· Monitor scheduling and manpower allocation to maximize productivity and minimize downtime.
Service Operations
· Oversee daily service operations, including dispatching, scheduling, technician assignments, and customer response.
· Monitor technician productivity, response times, first-time fix rates, callback rates, billable hours, and customer satisfaction.
· Review service work orders and ensure accurate documentation, billing, labor, and material charges.
· Resolve escalated customer concerns professionally and efficiently.
· Ensure service technicians have the necessary tools, equipment, materials, information, and training to perform their work effectively.
· Monitor service department profitability and identify opportunities to improve labor utilization and operational efficiency.
· Work closely with Dispatch and Service Supervisors to prioritize emergency and high-priority service calls.
· Review recurring service issues and implement corrective actions to reduce callbacks and repeat visits.
Installation Operations
· Oversee the planning and execution of HVAC installation projects from scheduling through completion.
· Coordinate manpower, materials, equipment, subcontractors, and other resources required for successful project completion.
· Monitor installation progress, labor utilization, material usage, job costs, and project profitability.
· Ensure installation work is performed according to approved plans, specifications, manufacturer requirements, and company standards.
· Conduct jobsite reviews and address project delays, deficiencies, or customer concerns.
· Coordinate with Sales, Estimating, Purchasing, and Project Management to ensure accurate project handoffs.
· Ensure completed installations are properly documented, tested, commissioned, and turned over to the customer.
Leadership & Employee Development
· Hire, onboard, train, coach, mentor, and develop supervisors, technicians, installers, and other field personnel.
· Establish clear performance expectations and measurable accountability standards.
· Conduct regular performance reviews and provide ongoing feedback and coaching.
· Identify employee development and training opportunities.
· Support employee engagement, retention, and career development.
· Develop succession plans and identify high-potential employees for advancement.
· Promote teamwork, accountability, professionalism, and a positive workplace culture aligned with company values.
· Address employee performance issues in a timely and consistent manner in accordance with company policies.
Financial Management
· Manage Service and Installation Department budgets and financial performance.
· Monitor labor utilization, overtime, material costs, equipment expenses, subcontractor costs, and other departmental expenditures.
· Monitor gross profit margins for service and installation operations.
· Review job costing and financial reports to identify variances and opportunities for improvement.
· Participate in annual budgeting, forecasting, manpower planning, and resource allocation.
· Implement corrective actions when departmental financial performance does not meet established objectives.
· Identify opportunities to increase revenue, improve margins, reduce unnecessary expenses, and maximize operational efficiency.
Customer Service & Relationship Management
· Maintain strong professional relationships with customers, vendors, subcontractors, and business partners.
· Ensure customer expectations are clearly understood and consistently met or exceeded.
· Respond to escalated customer issues and ensure timely resolution.
· Participate in key customer meetings and project reviews as needed.
· Support business development efforts through exceptional service delivery and customer relationship management.
· Monitor customer feedback and implement improvements to enhance the overall customer experience.
Safety & Compliance
· Promote and maintain a strong safety culture throughout the Service and Installation Departments.
· Ensure employees follow company safety policies and applicable OSHA, EPA, FDNY, union, federal, state, and local requirements.
· Conduct and/or participate in regular safety meetings, inspections, and training.
· Investigate workplace incidents and implement appropriate corrective and preventive actions.
· Ensure employees maintain all required licenses, certifications, and training.
· Monitor field operations to ensure safe work practices, proper use of personal protective equipment, and compliance with company procedures.
· Maintain accurate safety and compliance documentation.
Quality Assurance
· Establish and maintain quality standards for service and installation work.
· Conduct periodic field and jobsite inspections to ensure work meets company standards.
· Identify recurring quality issues and implement corrective actions.
· Review callbacks, warranty issues, customer complaints, and rework to identify root causes.
· Coordinate training initiatives designed to improve workmanship, technical skills, efficiency, and customer satisfaction.
· Ensure all completed work is properly tested, documented, and meets applicable codes and manufacturer specifications.
· Promote a culture of accountability and continuous improvement.
Reporting & Administration
· Prepare and review operational reports, including productivity, profitability, labor utilization, service performance, callbacks, customer satisfaction, and project status.
· Maintain accurate departmental records and documentation.
· Conduct regular department meetings to communicate goals, performance results, operational changes, and company expectations.
· Provide regular updates to the Director of Operations and/or Vice President of Operations regarding departmental performance, staffing, projects, customer concerns, and financial results.
· Use operational and financial data to make informed business decisions.
· Perform other duties and responsibilities as assigned by management.
Key Competencies
· Leadership and team development
· HVAC service and installation operations
· Project and workflow management
· Customer relationship management
· Financial and budget management
· Problem-solving and decision-making
· Employee coaching and performance management
· Scheduling and resource allocation
· Safety and regulatory compliance
· Quality assurance and continuous improvement
· Communication and interpersonal skills
· Organization and time management
· Conflict resolution
· Accountability and results orientation
· Strategic planning and operational execution
Qualifications
· Minimum of 5–7 years of experience in HVAC service, installation, construction, mechanical contracting, or a related field.
· Minimum of 3 years of supervisory or management experience, preferably overseeing service and installation operations.
· Strong understanding of HVAC systems, service operations, installation practices, and industry standards.
· Demonstrated experience managing field personnel and operational teams.
· Experience with budgeting, job costing, labor management, and departmental profitability.
· Knowledge of applicable OSHA, EPA, FDNY, federal, state, and local regulations.
· Strong computer skills and proficiency with Microsoft Office applications and relevant HVAC/service management software.
· Ability to read and interpret mechanical drawings, specifications, proposals, and project documentation.
· Strong written, verbal, organizational, and interpersonal communication skills.
· Valid driver's license and acceptable driving record.
Preferred Qualifications
· Bachelor's degree in Business Administration, Construction Management, Engineering, HVAC Technology, or a related field preferred.
· HVAC or mechanical trade certification preferred.
· Experience working in a union environment preferred.
· Experience with service management, dispatching, scheduling, and field-service software preferred.
· Experience managing commercial HVAC service and installation operations preferred.
Performance ExpectationsThe HVAC Service & Installation Manager will be expected to establish and maintain measurable performance standards related to:
· Departmental revenue and gross profit
· Labor utilization and productivity
· Service response times
· First-time fix rates
· Callback and warranty rates
· Installation project completion and profitability
· Customer satisfaction
· Employee retention and development
· Safety performance
· Overtime management
· Quality and rework
· Schedule adherence
· Overall departmental efficiency
Physical & Work Environment Requirements
· Ability to work in an office, warehouse, commercial, industrial, and construction/jobsite environments.
· Ability to regularly travel between company locations, customer sites, and jobsites throughout the New York metropolitan area.
· Ability to walk construction and mechanical jobsites, including uneven surfaces, stairs, ladders, and areas with active construction.
· Ability to work in varying weather and environmental conditions when required.
· Ability to occasionally lift and carry materials or equipment weighing up to 50 pounds.
· Ability to work extended hours, evenings, weekends, or respond to emergency service situations when operationally necessary.
Our Core Values
At our organization, we believe that how we work is just as important as what we achieve. We expect every team member to demonstrate the following core values:
· Integrity – Act ethically, keep commitments, and do the right thing even when no one is watching.
· Exceptional Service – Go above and beyond to meet the needs of internal and external customers.
· Employee Focus – Foster collaboration, support growth, and contribute to a culture of teamwork and mentorship.
These values guide our actions, shape our culture, and set the standard for success.
Equal Employment Opportunity Statement
The Company is an Equal Opportunity Employer and complies with all applicable federal, New York State, and local employment laws. Employment decisions are made without regard to race, color, religion, creed, sex, pregnancy, childbirth or related medical conditions, sexual orientation, gender identity or expression, transgender status, national origin, age, disability, genetic information, marital status, military or veteran status, citizenship status, domestic violence victim status, arrest or conviction record, or any other protected classification under applicable law.
Employment-At-Will Statement
Employment with the Company is on an at-will basis unless otherwise governed by a collective bargaining agreement or written employment agreement signed by authorized representatives of the Company. This means that either the employee or the Company may terminate the employment relationship at any time, with or without notice and with or without cause, subject to applicable law.
Pay: $90,000.00 - $135,000.00 per year
Benefits:
- 401(k)
- 401(k) 5% Match
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
