Service Manager

Service Manager

Location: Jupiter, FL (On-site)
Reports to: General Manager
Type: Full-time | Leadership Role | High-Ownership Position
Sector: Residential HVAC / Home Services

About The Company

The company is an established residential home-services organization with deep roots in the South Florida market and a strong focus on continued growth.

The business operates in a structured, high-accountability environment built around open communication, trust, and clear expectations. Team members are empowered to own their responsibilities, ask for help when needed, and solve problems at the appropriate level.

As the organization continues to grow, we’re looking for a Service Manager who can take ownership of a critical revenue-producing department, develop a strong technician team, and create a consistently excellent experience for customers.

The Opportunity

This is not a role for someone who simply wants to be the best technician in the building.

We’re looking for a leader who understands the trades, knows what technicians face in the field, and can use that experience to coach people, enforce processes, and drive departmental performance.

You’ll lead a team of approximately 12 technicians while owning the day-to-day performance of the Service and Maintenance department.

The right person will be able to quickly assess what needs attention, prioritize competing demands, and execute without waiting to be told what to do.

You’ll work closely with the General Manager, Dispatch, customer service, field leadership, and other departments to:

• Develop, coach, and hold technicians accountable

• Drive service revenue and technician productivity

• Improve conversion rates and average ticket performance

• Ensure technicians consistently follow established processes

• Resolve customer concerns before they escalate

• Coordinate capacity and maximize service opportunities

• Reduce callbacks and improve quality

• Build a disciplined, accountable, winning service culture

Success means the department runs effectively without the General Manager having to constantly step in and solve service-related problems.

What You’ll Do

• Lead & Develop the Service Team
• Manage, coach, mentor, and develop Service and Maintenance Technicians to deliver quality, timely, and profitable work.
• Conduct regular 1:1s, performance reviews, personal check-ins, training sessions, and ride-alongs.
• Set clear expectations and hold technicians accountable for both performance and process adherence.
• Partner with field leadership to develop technicians’ technical capabilities and address challenges in the field.
• Build credibility with technicians through practical industry knowledge, strong leadership, communication, and follow-through.
• Own Department Performance
• Take ownership of the Service and Maintenance department’s successes and failures.
• Understand the department’s key revenue drivers, including conversion rate, average ticket, service opportunities, memberships, and replacement turnover.
• Review previous-day performance and current-day opportunities to identify gaps and take action.
• Use available systems, reporting, and company processes to drive consistent technician performance.
• Create an environment where problems are identified and addressed proactively rather than after they become customer or operational issues.
• Drive Revenue
• Own departmental revenue performance and help technicians consistently achieve established goals.

How Success Will Be Measured

You’ll have clear performance expectations and measurable KPIs, including:

• Revenue

• Conversion rate

• Average ticket

• Number of opportunities

• Membership conversion

• Replacement turnover rate

• Callback rate

• Direct labor margin

Beyond the numbers, success means building a department that operates with greater consistency and independence.

Customers are taken care of. Technicians know what is expected. Processes are followed. Problems get solved proactively. And the General Manager does not need to continually step into the department to keep things moving.

You’d Be a Great Fit If You Have:

• Approximately 5+ years of relevant experience in HVAC or a closely related mechanical trade

• Practical field experience and an understanding of what it takes to successfully run service calls

• Leadership experience managing, coaching, or developing field technicians

• Experience in residential service operations

• A track record of holding teams accountable to revenue and performance goals

• The ability to prioritize a high volume of calls, tasks, customer issues, and operational demands

• Strong communication skills across technicians, customers, dispatchers, and leadership

• A proactive mindset — you identify what needs to happen and take action

• The ability to work independently without requiring constant direction

• Comfort using digital tools and operational systems

• An owner’s mindset toward department performance

• The ability to follow established processes, reinforce them with your team, and use them to drive results.

Bonus Points For:

• Previous experience as an HVAC Service Manager or similar field-service leader

• Hands-on experience earlier in your career as a Service Technician

• Experience with ServiceTitan

• Experience managing technician sales metrics and revenue performance

• Experience conducting technician ride-alongs and coaching

• Experience recruiting and developing field-service teams

• Familiarity with electrical, plumbing, or other mechanical service environments

• Experience using call-review or technician-performance tools such as Rilla

Why Join Us

This is an opportunity to take meaningful ownership of an established service department and directly influence its performance.

You’ll inherit an existing team, established systems, defined processes, and measurable performance expectations — but you’ll be trusted to lead.

The company is targeting continued year-over-year growth, and this department will play a direct role in achieving it.

You’ll work in an environment built around structure, communication, trust, accountability, and high expectations. Leadership wants someone who can take the tools already in place, develop the people around them, and turn consistent execution into stronger customer experiences and revenue performance.

If you’ve spent time in the field, understand the service business, and are ready to lead technicians rather than simply be one of them, this could be the right next step.

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