Service & Installation Manager

HVAC Service & Installation Manager

Location: Woodbury, NY
Department: Operations
Reports To: Director of Operations / Vice President of Operations
FLSA Status: Exempt

Position Summary

The HVAC Service & Installation Manager is responsible for leading the daily operations of the Service and Installation Departments to ensure exceptional customer service, operational efficiency, profitability, safety, and employee development. This role oversees field technicians, supervisors, dispatch coordination, project execution, scheduling, quality assurance, customer satisfaction, and departmental financial performance. The successful candidate is a hands-on leader who develops high-performing teams while driving accountability and continuous improvement.

Essential Functions

Operational Leadership

• Direct the day-to-day operations of both the Service and Installation Departments.
• Develop departmental goals, performance metrics, and strategic initiatives aligned with company objectives.
• Ensure projects and service work are completed safely, on time, within budget, and according to company quality standards.
• Collaborate with Sales, Estimating, Purchasing, Warehouse, Accounting, and Executive Leadership to ensure seamless project execution.
• Evaluate operational processes and implement continuous improvement initiatives.

Service Operations

• Monitor technician productivity, response times, first-time fix rates, and customer satisfaction.
• Resolve escalated customer concerns professionally and efficiently.
• Ensure service profitability through labor management and operational efficiencies.

Leadership & Employee Development

• Hire, onboard, coach, mentor, and develop supervisors and field personnel.
• Conduct regular performance evaluations and provide constructive coaching.
• Establish accountability through measurable performance expectations.
• Support employee engagement, retention, and career development.
• Promote a positive, collaborative workplace culture aligned with company core values.

Financial Management

• Manage departmental budgets and profitability.
• Review labor utilization, overtime, material costs, and equipment expenses.
• Monitor gross profit margins for service and installation operations.
• Participate in forecasting manpower and resource planning.
• Review financial reports and implement corrective actions when necessary.

Customer Service

• Maintain strong relationships with customers, vendors, and subcontractors.
• Ensure customer expectations are consistently exceeded.
• Participate in key customer meetings when necessary.
• Support business development efforts through exceptional service delivery.

Safety & Compliance

• Promote a strong safety culture throughout the organization.
• Ensure compliance with OSHA, EPA, FDNY, union, federal, state, and local regulations.
• Conduct safety meetings and incident investigations.
• Ensure employees maintain required certifications and licenses.

Quality Assurance

• Identify training opportunities to improve quality and efficiency.
• Implement corrective actions when deficiencies are identified.