Home Services Manager

Job Description:

Job Description:

Job Summary

The General Manager is responsible for the overall growth, profitability, and operational excellence for the Home Services Business Segment of the local Airtron Division. They oversee everything from high-level P&L management to the daily safety and morale of the field operations teams. The goal is simple: maximize revenue and profitability while ensuring every homeowner receives five-star service.

Key Responsibilities

1. Operations & Strategy

• P&L Ownership: Manage the budget, control labor costs, and optimize gross margins to hit monthly and annual EBITDA targets.
• Performance Tracking: Monitor Key Performance Indicators (KPIs) such as technician productivity, install team productivity, average ticket size, replacement opportunity rates by technician, "callback" rates and NPS ratings by Division and by Technician.
• Strategic Growth: Identify new local networking opportunities, or local partnerships to expand the customer base.

2. Team Leadership & Culture

• Safety Compliance: Ensure all field operations adhere to OSHA standards and local building codes, drive safety with a strong focus on leading indicators to keep the entire team safe
• Recruitment & Retention: Hire, onboard, and retain top-tier technicians, installers and office staff in a highly competitive labor market.
• Training: Implement ongoing technical and soft-skills training (customer communication, customer etiquette) for field staff.
• Quality Appearance: Ensure all field team members follow the appearance and presentation standards for themselves and their vehicles to maintain the expected standards for the Airtron brand.

3. Sales & Customer Experience

• Customer Retention: Resolve high-level escalations and maintain a stellar online reputation (Google Reviews, Yelp, etc.).
• Sales Management: Work with the Sales Leadership and the sales team or lead technicians to improve "in-home" presentation and closing rates.
• Consumer Financing: Provide support training and oversight to ensure sales teams are effectively using consumer financing on all replacement opportunities and monitoring applicable KPIs.
• Marketing Oversight: Partner with marketing teams to establish sufficient marketing budgets and ensure lead flow is consistent and cost-per-lead is sustainable.

Requirements & Qualifications

Feature

Requirement

Experience

5+ years in a leadership role within Home Services or a related blue-collar industry.

Education

Bachelor’s degree in Business or related field preferred; or equivalent field experience.

Financial Literacy

Strong ability to read and interpret P&L statements and balance sheets.

Tech Savvy

Proficiency with Field Service Management (FSM) software (e.g., ServiceTitan, Housecall Pro).

Soft Skills

High emotional intelligence, conflict resolution, and "lead-from-the-front" mentality.

Success Metrics (KPIs)

To excel in this role, a GM is typically measured by:

• Revenue vs. Budget: Meeting or exceeding top-line goals.
• Net Promoter Score (NPS): Gauging customer loyalty and satisfaction.
• Technician Productivity: Billable hours versus unbillable "windshield time."
• Employee Turnover: Maintaining a stable and engaged workforce.

Ideal Candidate Profile:

• The P&L Architect: They don’t just read a profit and loss statement; they know which "levers" to pull (e.g., reducing unapplied time or adjusting marketing spend) to fix a dipping gross margin.
• The Talent Magnet: In an industry defined by the technician shortage, this leader is a primary recruiting asset. They have a reputation for building "destination shops" where the best installers and service techs actually want to work. They live by the mantra: "Take care of the techs, and the techs will take care of the customers.”
• The Growth Catalyst: They are not content with a steady state. They are constantly looking to expand into new verticals or increase market share through aggressive lead-to-sale conversion.

Core Competencies & Expertise

1. Operational Excellence & Seasonality Management

• Capacity Mastery: Deep understanding of how to scale operations for the "100-degree weeks" and how to keep the team busy (and profitable) during the "shoulder seasons."
• Inventory & Fleet Logic: Oversight of high-value assets, ensuring trucks are rolling warehouses and inventory shrinkage is near zero.
• Safety & Compliance: A "zero-compromise" attitude toward OSHA standards, EPA certifications, and local building codes.

2. Financial & Metrics-Driven Leadership

• KPI Obsession: Proven ability to manage by the numbers: Gross Margin (target 45–55%+), Net Profit, Customer Acquisition Cost (CAC), and Callback Rates.
• Budgeting & Forecasting: Ability to build an annual pro-forma and adjust real-time based on weather patterns and economic shifts.

3. Sales & Marketing Synergy

• Lead Flow Optimization: Working with marketing to ensure the "Call Gap" is filled and that high-quality leads are being routed to the right Comfort Advisors.
• Brand Stewardship: Ensuring every touchpoint—from the wrap on the truck to the technician's boot covers—reinforces a premium service brand.

Experience & Background

• The "Sweet Spot": 10+ years of leadership experience, with at least 5 years specifically in Residential HVAC Home Services
• Software Savvy: Advanced proficiency in Field Service Management (FSM) software—specifically ServiceTitan or FieldEdge—and the ability to extract actionable data from them.
• Education: A Business degree is preferred, but "Street-MBA" experience (rising through the ranks from Tech to Manager) is highly valued if paired with strong financial literacy.

Psychometric Traits (The "Soft" Skills)

• High Accountability: They take the hit for a bad month and give the team the credit for a great one.
• Conflict Resolution: The ability to de-escalate a "Red-Label" angry customer or a heated dispute between a Lead Coordinator and a Service Tech.
• Visionary Communication: Can sit in a crawlspace with a tech or in a boardroom with investors and speak both languages fluently.

Airtron is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Airtron is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.