Residential HVAC Service Manager

Company: Gem Plumbing & Heating
Location: Lincoln
Posted on: February 8, 2026

Job Description:

Job Description Job Description As an Residential HVAC Service Manager , you will oversee HVAC operations to ensure high-quality service delivery. This role is crucial for maintaining our commitment to excellence and customer satisfaction while leading a skilled team in a dynamic work environment. Essential Job Functions All essential job functions are to adhere to "The Company" standards. Team Leadership: Hire, train, and supervise department staff. Provide guidance, coaching, and support to team members. Set performance targets and conduct regular performance evaluations. Monitor project progress and address any issues or delays. Budget Management: Monitor financial performance and manage the department's budget accordingly. Monitor expenses, labor hours and revenue, making adjustments as needed. Identify opportunities for cost savings or revenue growth. Customer Service: Ensure excellent customer service and satisfaction. Handle customer inquiries, complaints, and escalations as needed. Adhere to The Company's customer service standards and protocols. Continuous Improvement & Compliance: Identify areas for process improvement, develop solutions, and work with upper management to implement changes to increase efficiency and customer satisfaction. Stay updated on industry trends, technologies, and best practices. Collaborating with other departments. Ensure that all service activities comply with relevant laws, regulations, and safety standards. Follow and maintain "The Company" safety protocols. Managing callbacks by determining the events or conditions that trigger callbacks, whether it's a user action, system event, or specific data condition, and identify the corrective actions to reduce future call backs. Strategic Initiatives: Analyze market trends and competitor activities to identify business opportunities Utilize data analytics to monitor key performance indicators (KPIs), track progress, and provide regular reports to executive management Identify and analyze cost drivers and trends impacting profitability of your department Provide reports on department performance for upper management, as requested/needed. Remain involved with "The Company" as a whole by attend and hosting team meetings weekly, monthly, and quarterly. Project Planning: Collaborate with sales and customer service and/or coordinator teams to understand project requirements. Create detailed installation plans, including timelines, resource allocation, and budget estimates. Ensure all necessary equipment, materials, and resources are available for each project. Other Job Duties: Perform any other duties as required or assigned by direct supervisor or upper management. Required Skills and Experience Bachelor's Degree or equivalent years of experience in the trade industry 7-10 years of experience in the trade industry Strong knowledge of systems, local codes, and best practices. Proficiency in project management methodologies, including planning, budgeting, and resource allocation. Excellent leadership, communication, and negotiation skills. Problem-solving and decision-making abilities. Familiarity with safety standards and regulations. Working Conditions Environment Primarily work in the field monitoring job progress, with occasional office work. The noise level in the work environment is usually moderate. Evening and/or early morning, and/or weekend and holiday hours periodically. Physical Abilities The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time, including long periods of sitting, keyboard entry, use of office equipment, use of computer monitor Ability to speak concisely and effectively communicate Be able to communicate using a computer and phone/smart device Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust May require physical effort and cardiac endurance while reaching with hands and arms, stooping, kneeling, crouching, standing, walking, balancing, bending, leaning, kneeling, walking, and climbing Carrying supplies, up to 75 lbs. Sign On Bonus Must have a RI, MA or CT Journeyman or Master license to qualify for the $10,000 Sign On Bonus GEM Plumbing & Heating is an Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Keywords: Gem Plumbing & Heating, Brookline , Residential HVAC Service Manager, Construction , Lincoln, Massachusetts