Job Title: HVAC Service Operations Leader
Location: Greater Philadelphia, Pennsylvania Area
Employment Type: Full-Time
Position Summary
We are seeking an experienced HVAC Service Operations Manager to lead and optimize our service division throughout the greater Philadelphia market. This leadership role is responsible for overseeing daily service operations, driving technician productivity, enhancing customer satisfaction, managing financial performance, and supporting the continued growth of the business.
The ideal candidate is a hands-on operations leader with a strong background in commercial and/or residential HVAC service, a proven ability to manage field teams, and a passion for building efficient systems that deliver exceptional customer experiences. This position will oversee service dispatch, field operations, technician development, customer relationships, and departmental profitability.
Required Responsibilities
• Lead the day-to-day operations of the HVAC service department, ensuring efficiency, profitability, and exceptional service delivery.
• Direct and manage service coordinators, dispatchers, field supervisors, and HVAC service technicians.
• Monitor and improve key performance indicators (KPIs), including revenue, gross margin, service agreement growth, technician utilization, callback rates, average ticket value, and customer satisfaction.
• Manage workforce scheduling and dispatch processes to maximize productivity and response times.
• Oversee service work orders, repairs, maintenance agreements, warranty claims, and emergency service operations.
• Develop and implement operational processes that improve consistency, efficiency, and profitability.
• Prepare and manage departmental budgets, forecasts, and monthly operational reports.
• Review and approve pricing strategies, labor utilization, inventory management, and vendor relationships.
• Ensure compliance with OSHA regulations, company safety programs, EPA requirements, and local codes.
• Recruit, hire, train, coach, and retain high-performing service personnel.
• Conduct regular performance reviews and establish accountability measures for the service team.
• Maintain strong relationships with commercial facility managers, property managers, general contractors, and key accounts.
• Collaborate with sales, estimating, project management, and construction teams to support company growth objectives.
Required Qualifications
• Minimum 5 years of HVAC service management, service operations, field management, or branch management experience.
• Minimum 8 years of HVAC industry experience.
• Strong understanding of commercial HVAC systems, troubleshooting, service agreements, maintenance programs, and repair operations.
• Experience managing field technicians, dispatch operations, and customer service teams.
• Proven experience managing P&L performance, budgets, labor utilization, and operational metrics.
• Strong leadership, communication, and conflict-resolution skills.
• Valid driver’s license with an acceptable driving record.
• Proficiency with Microsoft Office and HVAC field service management software.
Preferred Qualifications
• Bachelor’s degree in Business, Construction Management, Engineering, Mechanical Systems, or related field.
• Experience managing both commercial and residential HVAC service operations.
• Experience with ServiceTitan, ServiceTrade, BuildOps, FieldEdge, Successware, or similar service management platforms.
• Knowledge of union and non-union workforce environments.
• EPA Universal Certification.
• OSHA 30 Certification.
• Experience overseeing 15–50+ field technicians.
• Experience with mechanical contracting, controls, building automation systems (BAS), refrigeration, or plumbing service operations.
Leadership Expectations
• Build and maintain a culture focused on safety, accountability, customer service, and continuous improvement.
• Establish clear expectations and measurable performance goals for all team members.
• Mentor future leaders within the organization and create advancement opportunities for high-performing employees.
• Foster collaboration between field operations, office personnel, customers, and executive leadership.
Success Metrics
• Service revenue growth.
• Maintenance agreement growth and retention.
• Gross profit margin improvement.
• Reduced technician callback percentages.
• Increased billable efficiency and labor utilization.
• Customer satisfaction and retention metrics.
• Employee retention and technician development.
• Safety performance and regulatory compliance.
Why Join Us
This is an opportunity to lead and grow a high-impact HVAC service operation in one of the largest mechanical service markets in the Northeast. The successful candidate will have the autonomy to improve operations, develop teams, strengthen customer relationships, and directly influence the company’s growth and profitability. This role offers a clear path to Senior Operations Manager, General Manager, or Regional Operations leadership positions as the organization continues to expand.