- Salary
- $75k – $90k/yr
- Location
- West Palm Beach, FL
- Department
- Engineering
- Seniority
- Manager
- Source
- Paylocity
Description
Description
Reports To: General Manager
Position Summary
The Service Department Leader is responsible for the overall leadership, performance, and profitability of the HVAC Service Department. This role oversees daily operations, technician development, customer satisfaction, safety compliance, and financial performance. The ideal candidate is a strong operational leader with HVAC service experience, financial acumen, and the ability to build a high-performing team.
Key Responsibilities
Operational Leadership
Plan, coordinate, and direct all Service Department operations
Oversee Residential and Commercial Maintenance Agreement programs
Ensure proper scheduling, backlog management, and call tracking
Coordinate service work and equipment startups with Production and Sales
Monitor and maintain Flat Rate pricing systems and time/material reporting
Ensure compliance with all local, state, and industry codes
Financial & Performance Management
Track and report monthly gross margin performance
Monitor unapplied labor and travel time to stay within budget
Review service invoices for accuracy and completeness
Monitor material and equipment reporting for accuracy
Promote team about Educating customers on system condition, efficiency, and long-term cost considerations so they can make informed decisions about repairs, upgrades, or replacement.
Promote team about Educating customers to provide clear explanations of available options, including equipment upgrades and system improvements, based on the customer’s needs and goals.
Promote team about Educating customers about maintenance program benefits to help protect their investment, improve system performance, and reduce unexpected breakdowns.
Evaluate workforce capacity to align with business demand
Team Leadership & Development
Recruit, hire, and onboard Service Technicians
Verify employment history and ensure background, license, and drug screening compliance with partnering with human resources leader.
Conduct semi-annual performance evaluations
Schedule and lead weekly Service Department meetings
Provide technical support for complex service issues
Appoint and mentor Technical Advisors as needed
Encourage lead generation and customer engagement
Perform ride-alongs with team members to ensure company standards are consistently upheld and that work quality meets established expectations.
Customer Experience
Handle customer concerns professionally with a focus on delivering “more than satisfied” results
Set and maintain “Get, Keep, and Grow Customers” standards
Review completed job for workmanship and efficiency
Recognize and reward high-performing team members
Training & Safety
Ensure safety standards are consistently followed
Schedule and attend ongoing technical and sales training
Maintain technical documentation library for manufacturer equipment
Conduct contests, incentive programs, and morale-building initiatives
Requirements
Requirements
Required Skills & Qualifications
Strong understanding of HVAC service operations
Knowledge of accounting and financial performance metrics
Excellent leadership and team-building skills
Strong communication and conflict resolution abilities
Highly organized and detail-oriented
Ability to analyze reports and drive department profitability
Experience managing service technicians preferred
Service Titan knowledge preferred.
Certifications
EPA Section 608 (Universal)
NATE (North American Technician Excellence)
Leadership/Project Management Certifications
