Area Service Manager, Commercial HVAC

Lead, coach, and develop commercial HVAC service technicians. 

Oversee emergency service, preventive maintenance, quoted repairs, warranty work, callbacks, and customer escalations. 

Work with the Area Operations Support Manager and Dispatch to coordinate technician workload, scheduling priorities, response times, after-hours coverage, parts, vendors, subcontractors, and specialty equipment. 

Serve as the primary operational escalation point for service-related customer concerns. 

Build strong customer relationships through responsive communication, regular follow-up, site visits, and service reviews. 

Communicate clearly regarding downtime, repair recommendations, schedules, delays, parts lead times, and completion status. 

Ensure unresolved issues have a clear owner, action plan, due date, and documented resolution. 

Help establish ABM as the service partner customers trust when their buildings and businesses depend on reliable HVAC performance.  

Ensure preventive maintenance is completed within agreement scope, planned hours, and customer requirements. 

Review service and PM reports for technical quality, documentation, photographs, deficiencies, and follow-up recommendations. 

Provide technical guidance on equipment failures, refrigerant issues, electrical concerns, controls, troubleshooting, and repair recommendations. 

Review recurring callbacks, repeat failures, incomplete repairs, and quality concerns, then take corrective action. 

Support technicians with difficult troubleshooting, equipment failures, startup concerns, and customer-impacting issues. 

Ensure work complies with applicable codes, OSHA requirements, refrigerant regulations, manufacturer requirements, ABM policies, and customer standards. 

Own the profitability and financial performance of assigned service contracts and service operations. 

Monitor labor, materials, subcontractors, travel, equipment costs, billing accuracy, callbacks, warranty exposure, backlog, and gross margin. 

Identify and correct margin leakage caused by labor overruns, missed billing, excessive travel, incomplete documentation, unapproved work, and poor scope management. 

Ensure accurate capture of labor, materials, customer approvals, service documentation, and billing information. 

Maintain accountability for service revenue, utilization, productivity, quote conversion, billing, and contract-performance targets. 

Use operational and financial data to make better decisions about staffing, workload, customer commitments, and service capacity. 

Recruit, interview, onboard, coach, and retain service technicians. 

Conduct performance reviews, field evaluations, ride-alongs, and one-on-one meetings. 

Address performance, attendance, safety, communication, documentation, productivity, and customer-service concerns. 

Identify training needs and help technicians strengthen their capabilities in DX equipment, RTUs, splits, chillers, boilers, hydronics, refrigeration, electrical troubleshooting, and controls. 

Support succession planning and develop future service leaders. 

Track key service metrics and implement improvements to documentation, scheduling, closeout, customer communication, and field productivity. 

Create an environment where technicians understand expectations, receive support, and have a clear path to grow. 

Provide leadership with accurate updates regarding staffing, service capacity, customer-impacting issues, contract performance, and corrective actions. 

Seven years of progressive commercial HVAC experience. 

At least three years of experience supervising or managing commercial HVAC technicians. 

Strong knowledge of commercial HVAC equipment, including RTUs, splits, MAUs, chillers, boilers, hydronics, pumps, WSHPs, refrigeration, and controls. 

Experience managing emergency service, preventive maintenance, quoted repairs, warranty work, customer escalations, and service-contract profitability. 

Understanding of job costing, gross margin, backlog, billing, and forecasting. 

Ability to read wiring diagrams, sequences of operation, control drawings, equipment submittals, and mechanical plans. 

Working knowledge of HVAC codes, OSHA requirements, refrigerant regulations, manufacturer requirements, and safe work practices. 

Strong written, verbal, organizational, and customer-service skills. 

Proficiency with service-management, dispatch, CMMS, ERP, CRM, and Microsoft Office systems. 

Valid driver’s license and ability to travel throughout the assigned territory. 

Ability to support emergency situations outside normal business hours. 

HVAC journeyman license or equivalent documented experience. 

EPA 608 Universal certification. 

Experience in a union commercial HVAC environment. 

Experience with BAS and controls platforms such as Carrier i-Vu, Niagara, JCI, Trane, or Siemens. 

Experience supporting data centers, industrial, healthcare, higher education, government, or other large commercial customers. 

Experience recruiting, testing, training, and developing HVAC technicians.