Service Manager

Role Summary

The Service Manager is the senior leader of Twin Oaks' field service team. You train and hold the

technicians accountable, protect quality, and keep jobs profitable, so the owner is no longer the

bottleneck. Dispatch and scheduling stay with the Office Manager. You own what happens on the job.

Reports to: Owner / President

Direct reports: Service technicians (five today, growing)

Works closely with: Office Manager (dispatch), Sales / Comfort Advisor, fractional CFO

Location: Coolville, Ohio, with field travel across Athens, Meigs, Gallia, Morgan and Washington

counties and West Virginia

Status: Full-time, salaried

Responsibilities

Team development and accountability

Train and coach technicians on diagnostics, flat-rate procedures, safety and customer

communication

Run ride-alongs and job reviews; set clear standards and address performance issues directly

Lead the daily morning meeting and a monthly team review of callbacks, labor % and revenue per

job

Help recruit, interview and onboard new technicians and apprentices

Quality and callbacks

Own the callback rate and drive it down; review every callback for root cause

Run the quarterly callback-rate bonus program with the Office Manager

Be the escalation point for complex diagnostics and warranty issues

Field operations

Work with the Office Manager so the right technician, truck stock and parts reach each job

Approve job scope changes and purchases up to an agreed dollar limit

Keep the team using Housecall Pro correctly: accurate flat-rate codes, notes, photos and job close-

out

Manage vehicles, tools, safety and EPA 608 / licensing compliance

Customer and commercial

Handle service escalations and unhappy customers

Maintain relationships with key commercial accounts (restaurants, convenience stores, nursing

facilities)

Support the technicians in selling maintenance agreements and flagging replacement leads for

sales

Back up the field when needed (up to roughly 25% of time on service calls)

Qualifications

Required

8+ years of hands-on HVAC and/or commercial refrigeration experience, with at least 2 years

leading or training technicians

EPA 608 Universal certification

Strong diagnostic skills across residential HVAC and commercial refrigeration

Comfortable coaching people and giving direct, fair feedback

Valid Ohio driver's license and a clean driving record

Able to read the numbers: labor %, callback rate, revenue per job

Preferred

Ohio OCILB license, or 5 years of qualifying experience and willingness to sit for the exam

NATE certification

Carrier and Generac experience

Housecall Pro, ServiceTitan or similar field service software

Experience in a flat-rate pricing environment

Compensation

$80,000 to $95,000 base salary, plus a quarterly bonus of up to about $10,000 a year.

Quarterly bonus tied to callback rate and technician labor %

Company vehicle, phone, tools and uniforms

Paid time off per the Twin Oaks employee manual

Support toward OCILB licensing if the candidate is on that path

First 12 Months

Days 1-30: Ride with every technician, learn the flat-rate book and Housecall Pro workflow, and

meet the top commercial accounts.

Days 31-90: Start the daily meeting and monthly review, set the callback baseline, and run the first

technician coaching plans.

Months 4-6: Callback rate trending down; direct labor % at or below the 20% target.

Months 7-12: Every technician has a development plan, the team hits its install and agreement

goals, and the owner is out of day-to-day field decisions.