At Elmer's Air Conditioning and Heating, we're looking for a HVAC Service Manager to help keep San Antonio homes cool and comfortable! If you have a passion for delivering top-notch service and ensuring HVAC systems run at peak performance, we want YOU!
Come join a winning team and be part of something special! Where people are valued, and success is built on a strong, positive culture!
Job Summary:
The HVAC Service Manager leads and oversees the daily operations of the residential service department, ensuring exceptional customer experiences, efficient scheduling, accurate diagnostics, high-quality repairs, and technician development. This position is responsible for managing and coaching HVAC Service Technicians, driving operational excellence, maintaining safety and quality standards, and achieving departmental performance goals. The ideal candidate is a strong leader with extensive residential HVAC service experience, excellent communication skills, and a commitment to accountability, continuous improvement, and team development.
Essential Duties and Responsibilities:
The essential functions include, but are not limited to, the following:
- Lead, manage, and develop a team of HVAC Service Technicians to deliver outstanding customer service and technical performance.
- Oversee daily field operations to ensure timely response to customer service calls and efficient technician scheduling.
- Monitor technician performance, productivity, diagnostic accuracy, and repair quality.
- Conduct regular ride-alongs, field observations, and coaching sessions to develop technician technical and customer service skills.
- Provide ongoing training and development related to diagnostics, repairs, safety, customer service, company processes, and industry best practices.
- Ensure technicians maintain all required certifications, licenses, and training requirements.
- Review service tickets, diagnostic findings, repair recommendations, and completed work for accuracy and quality.
- Support technicians with complex troubleshooting and technical issues.
- Coordinate with dispatch, customer service representatives, installation teams, and other departments to ensure smooth operations and customer satisfaction.
- Resolve escalated customer concerns and service-related issues in a professional and timely manner.
- Maintain departmental compliance with company policies, manufacturer specifications, local codes, and safety regulations.
- Monitor callback trends and implement corrective actions to improve first-time resolution rates.
- Manage service department expenses and labor efficiency while maintaining high service standards.
- Participate in workforce planning, recruiting, interviewing, hiring, onboarding, and retention of service personnel.
- Maintain accurate department reporting and communicate operational performance to senior leadership.
- Foster a culture of accountability, professionalism, respect, teamwork, and continuous improvement.
- Perform other duties as assigned by Senior Operations Leadership.
Supervisor Responsibilities of this Role:
The HVAC Service Manager oversees the daily management and development of HVAC Service Technicians.
Responsibilities include:
- Interviewing, hiring, onboarding, and training employees.
- Planning, assigning, and directing work activities.
- Monitoring productivity and operational performance.
- Conducting performance evaluations and coaching sessions.
- Establishing performance expectations and development plans.
- Recognizing, rewarding, and disciplining employees when appropriate.
- Addressing employee concerns and resolving workplace issues.
- Ensuring adherence to company policies, procedures, and safety standards.
- Developing future leaders within the service department.
- Auditing and reviewing team payroll.
Success Factors and Performance Indicators:
The Service Manager's success will be measured by, but not limited to, the following:
Leadership:
- Demonstrated ability to motivate, develop, and retain high-performing technicians.
- Builds a culture of accountability, professionalism, and customer focus.
Planning and Organization:
- Effectively manages changing priorities and service demand.
- Allocates resources efficiently to maximize technician productivity.
Operational Excellence:
- Champions adherence to company processes, quality standards, and safety requirements.
- Maintains consistency across service operations.
Problem Solving:
- Exercises sound judgment and effectively resolves technical, operational, employee, and customer issues.
Performance Metrics (KPIs)
The Service Manager will be accountable for achieving departmental goals established by Senior Leadership, including:
- Service Department Revenue vs. Budget
- Technician Utilization Rate
- First-Time Fix Rate
- Callback Percentage
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Average Response Time
- Labor Efficiency
- Safety Performance
- Technician Retention
- Training and Development Completion
- Warranty and Rework Reduction
Minimum Qualifications:
Required:
- Minimum 7 years of residential HVAC service experience.
- Minimum 3 years of leadership or supervisory experience within HVAC service operations.
- High School Diploma, GED, or equivalent experience.
- Current EPA Certification.
- Valid driver's license with acceptable driving record.
- Strong knowledge of residential HVAC systems, diagnostics, repairs, airflow, controls, electrical troubleshooting, and system operation.
- Strong verbal and written communication skills.
- Strong organizational, planning, and problem-solving abilities.
- Ability to prioritize multiple tasks in a fast-paced environment.
- Proficiency with Microsoft Office and HVAC service management software.
- Ability to exercise sound judgment and make independent decisions.
Preferred:
- Texas TDLR ACR Technician Certification and/or Contractor License.
- Associate degree in HVAC, Mechanical Systems, Business Management, or related field.
- NATE Certification.
- Experience with ServiceTitan or similar field service management software.
- Leadership and management training certifications.
Physical Demands and Work Environment Physical Demands:
- Ability to climb ladders, stairs, and equipment
- Lift and carry up to 75 pounds when necessary.
- Ability to consistently lift and carry a minimum of 25 pounds unassisted.
- Work in confined spaces, attics, crawlspaces, rooftops, and other service-related environments as needed.
- Operate hand tools, diagnostic equipment, and technology devices.
- Wear required personal protective equipment (PPE).
- Ability to work flexible hours, including occasional evenings, weekends, and emergency situations when business needs require.
ELMER'S AIR CONDITIONING AND HEATING: WHO ARE WE?
Our company has served the San Antonio area's HVAC needs for over 25 years. We just launched in DFW in 2023 and the Houston area in 2024. Our skilled and capable staff confidently assists customers with their heating, ventilation, and air conditioning installation, service, plumbing, and repair needs. We work hard to maintain our reputation as the most professional and punctual HVAC & Plumbing team in town. Our reputation not only reflects the home services that we offer but also the support that we continuously have for our community. We chose the color pink to represent our company in honor of our owners' mother and all those who have bravely battled cancer. To this day, we strive to make a difference in our community by showing up and offering endless support for numerous organizations and charitable events throughout San Antonio.
We also offer amazing benefits and perks, such as:
- Employer contribution on medical, dental, and vision (starts every 1st of the month)
- 401(K)
- Paid time off (PTO)
- Year-round work
- Plus, more in the making!
If this sounds like the career move you've been waiting for, keep reading!
Apply today to launch a rewarding career with purpose.
For immediate consideration, please apply in person, respond to this job post or email contact information below.
Address:
11711 IH-35, Suite 110, San Antonio, TX 78233
Job Type: Full-time
Benefits:
- 401(k) matching
- Company truck
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Fuel card
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Vision insurance
License/Certification:
- Driver's License (Required)
Work Location: In person
