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HVAC Service Manager

3 hours ago

Boston, Massachusetts, United States Maicom Full time

We are seeking an experienced, strategic, and highly skilled
HVAC Service Manager
to lead a multi-state team of HVAC professionals responsible for preventive maintenance, emergency response, troubleshooting, repairs, and installation projects at mission-critical facilities. These facilities include telecom headend, data centers, hub sites, commercial office environments, and other locations requiring uninterrupted environmental stability.

This leadership role requires exceptional operational oversight, technical knowledge, communication skills, and the ability to manage both people and complex projects under time-sensitive conditions. As a senior representative of the company, the Service Manager works closely with technicians, project managers, dispatch, engineering teams, vendors, suppliers, and high-value clients to ensure excellence in execution and alignment with organizational goals.

PRINCIPAL RESPONSIBILITIES / DUTIES

The HVAC Service Manager oversees daily operations of the HVAC Service Department and is accountable for high-level leadership, operational performance, technical excellence, and client satisfaction. Core responsibilities include:

Operational Leadership & Team Management

  • Schedules, directs, and provides advanced technical support for HVAC technicians to meet service demands and exceed customer expectations.
  • Recruits, interviews, hires, develops, and retains HVAC technicians and supervisors to support department growth and increasing workload demands.
  • Leads and supervises technicians performing maintenance, diagnostics, repairs, installations, retrofits, and start-ups across a wide variety of equipment (RTUs, split systems, Liebert/Vertiv, Bard, Opti Cool, ThermoTek, Mitsubishi, and other mission-critical systems).
  • Conducts ride-along, field audits, and quality-control checks to ensure work meets company standards, manufacturer guidelines, and OSHA safety requirements.
  • Executes performance evaluations, coaching plans, PIPs, corrective actions, and recognition programs to build high-performing teams.
  • Establishes and maintains robust training programs, including OEM certifications, advanced diagnostic training, and mission-critical equipment specializations.

Communication, Coordination & Customer Experience

  • Communicates daily with dispatch to ensure smart technician assignment based on skillset, efficiency, certifications, and training needs.
  • Provides regular status updates on service tickets, project timelines, labor forecasts, and material requirements.
  • Acts as primary client liaison for key customer accounts, delivering updates, resolving issues, and maintaining strong professional partnerships.
  • Coordinates closely with internal engineering teams, project management, construction, and executive leadership to align field operations with customer requirements.
  • Interfaces with vendors, suppliers, and manufacturers to resolve warranty issues, obtain technical support, and manage recalls or product deficiencies.

Financial Oversight & Department Strategy

  • Develops and manages departmental budgets, including forecasting labor, materials, PM programs, capital replacements, and vendor expenditures.
  • Tracks and ensures accuracy of work orders, time entries, parts usage, invoicing, and overall financial performance.
  • Controls costs through strategic labor planning, vendor negotiations, and process improvements.
  • Identifies, estimates, and generates proposals for maintenance contracts, replacements, upgrades, and capital projects.
  • Manages CAPEX and OPEX work streams and ensures compliance with customer purchasing processes (P.O. creation, estimates, change orders, and approvals).

Project Management & Mission-Critical Operations

  • Oversees large equipment replacements, including RTUs, condensers, indoor units, and OptiCool expansion coordinating cranes, rigging, curbs, ductwork, electrical, and controls.
  • Ensures accurate project documentation: scopes of work, commissioning reports, test/start-up documentation, and turnover packages.
  • Conducts site assessments, troubleshooting escalations, risk evaluations, and emergency responses for mission-critical outages.
  • Leads system commissioning, verification, and factory start-ups across multiple equipment lines.
  • Oversees subcontractors, ensuring work meets specifications and safety protocols.

Compliance, Safety & Vehicle Program Oversight

  • Ensure technicians follow all company policies, OSHA regulations, site protocols, and lockout/tagout procedures.
  • Leads and participates in weekly/monthly toolbox talks, safety meetings, and compliance reviews.
  • Oversees fleet operations for HVAC service vehicles including:
  • Monthly vehicle inspections
  • Vehicle inventory management
  • Ensuring vehicles are properly stocked, safe, and compliant
  • Monitoring fleet GPS/telematics issues and addressing recurring problems with Fleet
  • Ensures vehicle conditions support technician efficiency and professional company image.

Technology, Systems & Reporting

  • Proficient with service management platforms, asset management systems, dispatching tools, and OEM diagnostic interfaces.
  • Generates weekly, monthly, and quarterly reports for leadership, summarizing performance metrics, labor usage, budget status, and aging work orders.
  • Ensure technicians properly document all work, including photos, notes, and equipment data.
  • Maintains training records, safety certifications, and compliance documentation.

General & Additional Responsibilities

  • Provides escalation support for high-priority service calls and after-hours emergencies.
  • Supports cross-functional departments (Project Management, Construction, Electrical, Security, etc.).
  • Drives continuous improvement initiatives that increase efficiency, reduce costs, and enhance customer experience.
  • Performs other related duties as necessary to maintain efficient departmental and customer operations.

MINIMUM JOB REQUIREMENTS

The HVAC Service Manager should possess the following skills and qualifications:

Experience & Education

  • Minimum 5 years HVAC management experience; mission-critical experience strongly preferred.
  • Post-secondary education in HVAC, engineering, or equivalent trade/military training.
  • Master or Journeyman-level licensing preferred (sheet metal, refrigeration, CSL, etc.).

Technical Expertise

  • Deep understanding of HVAC and refrigeration systems, including controls, electronics, VRF, RTUs, Liebert/Vertiv CRACs, Bard systems. OptiCool/precision cooling platforms knowledge is a plus.
  • Ability to read, interpret, and teach technical manuals, blueprints, wiring diagrams, and schematics.
  • Advanced diagnostic and troubleshooting capabilities across mechanical, electrical, and control systems.
  • Strong understanding of local/state mechanical codes, EPA guidelines, and mission-critical risk considerations.

Leadership, Communication & Organizational Skills

  • Strong team leadership with ability to build trust, mentor staff, and influence positive culture.
  • Excellent verbal and written communication skills with technicians, leadership, and customers.
  • High emotional intelligence and conflict-resolution ability.
  • Highly organized with capacity to manage multiple simultaneous projects, deadlines, and priorities.
  • Strong computer proficiency (Outlook, Excel, Word, dispatch platforms, CMMS/EMS systems).

Professionalism

  • Clean, professional appearance and strong customer-service presence.
  • Valid driver's license with clean driving record.
  • Willingness to work after-hours, nights, weekends, and on-call rotations when required.