HVAC Service Manager

JOB DESCRIPTION:  
As a Service Manager for either Norther California, Southern California or Denver Colorado, you are responsible for leading operations in your assigned territory to achieve corporate goals and maintain exceptional customer relationships. Key responsibilities include:

Maintain, support, and improve all customer, employee, and business relationships in the assigned territory.

Integrate new and existing customers and coordinate technical requirements and billing preferences with RSC operational and administrative teams.

Establish professional working relationships with customer administrators, field advocates, and the Executive Vice President to achieve strategic goals.

Responsible for driving revenue growth, improving profitability, expanding customer diversity, and increasing customer site count within the assigned territory.

Integrate new and existing customers by ensuring smooth onboarding and coordinating technical requirements and billing preferences with RSC operational and administrative teams.

Develop and maintain professional relationships with customer administrators, field advocates, The Reginal Director, and the Executive Vice President to align with and achieve strategic goals for the assigned territory.

Provide weekly progress reports to the Regional Director on territory operations and collaborate to ensure alignment with corporate strategic goals.

Build strong relationships with customers in the assigned territory. Understand their processes and procedures, and ensure your team consistently meets all customer requirements.

Establish and maintain relationships with vendors and subcontractors to ensure effective operational support and timely service delivery when needed.

Provide operational leadership, career development guidance, and technical support to technicians in your territory to ensure achievement of corporate and customer strategic goals.

Set clear performance expectations for your Field Service Team and enforce compliance to maintain operational excellence.

Achieve all established corporate goals for the assigned territory. Upon completion, collaborate with the Regional Director to define and implement new objectives.

JOB DESCRIPTION CONTINUED: 

As growth targets in the Northern California territory are met, identify and evaluate technician candidates as needed. Coordinate onboarding with Talent Acquisition, HR, and the Regional Director to ensure seamless integration

Perform other duties as assigned.

EXPECTATIONS:

Ensure all customer contractual requirements are met, including service call response times, check-in/check-out procedures, job completion standards, and backlog management.

Employee is expected to take all reasonable measures to prevent customer product loss.

As a manager, you are responsible for reporting any product loss to your direct report immediately upon becoming aware of the situation.

If product loss occurs, event details must be documented in the Product Loss Report within 24 hours of the incident.

Receive and review operational metrics regularly as they are developed to guide decision-making and performance improvements.

Monitor and manage technicians in the Northern California territory for performance in the following areas:

Technical proficiency

Professional attitude

Representation of corporate values

Accuracy and quality of paperwork

Communication effectiveness

Time management and efficiency

Hold team members accountable when company policies, procedures, or contractual obligations are not met, and take corrective action as necessary.

Observe and identify customer technical needs and coordinate with your Regional Director for communication back to the customer point of contact.

Utilize Remote Monitoring, Power BI, invoicing systems, refrigerant reporting, field assessments, and on-site evaluations to gather accurate data.

Report operational and technician deficiencies that prevent RSC from meeting customer requirements to the Regional Director promptly.

Coordinate recommended actions with the Regional Director, operational teams, and administrative staff to address customer-specific technical needs and identify potential training opportunities.

Identify customer sites requiring additional technical support; document deficiencies and submit written findings to the Regional Director. Collaborate to develop and implement a corrective action plan for site deficiencies.

EXPECTATIONS CONTINUED:

Travel to customer sites identified as requiring technical improvements and execute the approved corrective action plan to resolve documented deficiencies. Ensure all actions are completed in accordance with RSC standards and customer requirements.

Document all work performed and outcomes in the designated reporting system within 24 hours of completion.

Collaborate with the Regional Director to provide technical support for technicians and administrators, ensuring service demands and customer expectations are consistently met. Document all support actions and outcomes in the designated system.

Maintain awareness of customer technical needs, equipment updates, programming changes, and procedural adjustments. Advise and report any changes to the Regional Director promptly so information can be communicated across RSC Mechanical. Submit updates within 24 hours of discovery.

When directed, recruit, interview, hire, and train technicians as required to meet workload demands and align with company and customer expectations. Ensure all hiring and onboarding processes comply with RSC standards and HR guidelines.

Manage, supervise, and train technicians to effectively perform equipment repair, installation, start-up, and operational duties. Monitor performance to ensure adherence to safety standards and customer satisfaction requirements.

Participate in scheduled daily calls with the area dispatch team to coordinate and manage all service calls within the assigned territory. Confirm accurate scheduling and resource allocation during each call.

Review customer quotes, proposals, and invoices as needed to ensure accuracy, compliance, and profitability. Approve or escalate discrepancies promptly.

When directed, review technicians’ work on customer sites to verify quality meets established standards, techniques, and safety requirements. Document findings and corrective actions in writing.

Make recommendations to the Regional Director to improve service quality, operational efficiency, and technician productivity. Provide supporting data for all recommendations.

In collaboration with the Regional Director, establish and maintain a regular training program to ensure technicians are proficient in the latest service techniques and safety procedures. Track attendance and completion of all training sessions.

Conduct regular group and one-on-one meetings with technicians for training, performance evaluation, and communication regarding customer requirements. Document meeting outcomes and follow-up actions.

Maintain communication with vendors and factory personnel regarding warranty issues, product recalls, operational problems, and premature failures for products and equipment sold and serviced for assigned customers.

EXPECTATIONS CONTINUED:

Ensure timely resolution of warranty claims and maintain accurate documentation of all communications.

Coordinate with the Regional Director, Parts Department, and Billing Department to ensure required stock parts are ordered and available promptly to minimize equipment downtime.

Stay current with OEM factory training for assigned customers’ products.

Coordinate technician training and maintain training records to ensure proficiency in preventive maintenance, start-up, troubleshooting, and repair of supported equipment.

Collaborate with the Sales Department to generate leads, promote RSC Mechanical capabilities, develop service agreements with new customers, and expand services with existing customers.

Produce estimates and generate bids for contract projects/work as required.

Manage larger installation, start-up, and commissioning projects for assigned customers when directed.

Collaborate with Construction and Special Project teams on jobs and projects within your territory.

Actively contribute to corporate initiatives and make yourself available to support company objectives whenever possible.

TECHNICAL KNOWLEDGE REQUIREMENTS:

Maintain a high level of customer service while working in diverse environments, including government facilities, supermarkets, medical facilities, light industrial sites, retail businesses, restaurants, grocery chains, convenience stores, schools, and hotels.

Demonstrate a positive customer service attitude and professional conduct at all times.

Maintain access to customer remote monitoring systems and ensure proper utilization for operational oversight.

Possess a proficient understanding of refrigeration system controllers. If unfamiliar with a controller used by an assigned customer, participate in RSC-provided training to gain required knowledge.

Have knowledge of electronic chiller and heat exchanger controllers for glycol refrigeration equipment.

Ability to replace refrigeration controllers and assist with retrofitting controllers to newer versions.

TECHNICAL KNOWLEDGE REQUIREMENTS:

Be available for technical controls questions from field technicians according to an agreed-upon schedule.

Maintain full understanding of commercial refrigeration systems to assist technicians remotely during service calls.

Communicate and explain complex refrigeration repairs to non-technical administrative staff for billing justification clearly and professionally.

Evaluate, service, repair, and install the following equipment:

Commercial Refrigeration Equipment and Systems: reach-ins, walk-ins, fixtures, display cases, cold storage units, and control systems.

Ice Makers (IM): refrigeration systems/equipment, IM mechanisms, IM bins, and ice storage boxes.

Electrical and Electronic Control Systems for all types of commercial refrigeration systems.

Maintain a strong understanding of required photo documentation, including when and why pictures are needed for service calls.

Ensure all required photos are captured and uploaded for applicable service calls, including but not limited to:

Nameplates with visible model and serial numbers.

Equipment before and after repair.

Installed parts with visible part numbers.

Any additional miscellaneous equipment, parts, or supplies required to complete the repair.

Diagnose and repair commercial RTU (Rooftop Units), commercial split systems, and commercial mini-split systems.

Diagnose and repair walk-in coolers (WIC), walk-in freezers (WIF), and remote refrigeration systems.

Diagnose and repair reach-in and self-contained refrigeration units.

Provide preventive maintenance (PM) support for all contracted customers and designated equipment.

Diagnose and repair ice machines.

Provide service and support for Energy Management Systems (EMS).

Diagnose, repair, and build large-scale grocery store refrigeration and HVAC equipment.

Diagnose and repair commercial HVAC and dehumidification systems, including but not limited to AAON, Desert Aire, Munters, Seasons 4, and Trane units.

Diagnose and repair all types of chillers and CPC control equipment.

Operate HVAC/R diagnostic equipment effectively.

Repair and maintain proper operation of glycol systems and refrigeration compressor rack systems.

Perform welding and brazing using open flame techniques.

TECHNICAL KNOWLEDGE REQUIREMENTS:

Handle hazardous chemicals safely and in compliance with regulatory standards.

Utilize necessary portable hand tools for repairs and installations.

Maintain EPA certification for proper refrigerant handling.

Attend technical, safety, and manufacturer training as required; obtain additional licenses and certifications as appropriate.

Complete all required documents (work tickets, timesheets) accurately and on time.

Demonstrate ability to complete customer paperwork and invoicing requirements thoroughly.

Proficient in operating smartphones, tablets, and laptops for service documentation and communication.

Ability to walk, climb, bend, squat, jump, and lift at least 50 pounds.

Ability to lift, deploy, and navigate up to 28’ extension ladders when needed.

Drive company vehicle safely to customer locations and maintain compliance with Vehicle Maintenance Program guidelines.

Maintain and manage truck inventory accurately, neatly, and in an orderly manner.

Must be able to work independently with minimal supervision.

Experience & Qualifications:
We’re seeking a driven individual with around five years of field technician experience. Management experience is preferred but not required; the emphasis is more on the individual’s initiative and impact rather than the exact number of years in the field.

They will only be dealing with commercial companies; they do not service residential.

Company Overview

Founded: 1988

Headquarters: Clinton Township, MI (only office; moving next door within a year to a larger space)

Operations: 19 states

Hiring Process

Phone screen with HR/Talent Team

Virtual or in-person interview with Service Manager/leader

Third interview if needed

Client Base

Supermarkets

Military bases

Coffee shops

Average Time-to-Hire: ~20 days from first interview

Benefits:

401(k) match up to 5%

Majority of insurance costs covered