HVAC Service & Maintenance Trade Manager (Residential)

Overview

Join the Heritage Home Service Team as the HVAC Service & Maintenance Trade Manager in the Seacoast area of New Hampshire at our North Hampton location

At Heritage Home Service, we operate by our core values: Always Pursue Better, Treat People Right, and Do Things Well. We're looking for a motivated leader who embodies these values and is passionate about developing teams, delivering exceptional customer experiences, and driving operational excellence.

As the HVAC Service & Maintenance Trade Manager, you will lead a team of service and maintenance technicians to ensure safe, high-quality, and efficient service delivery. You will play a critical leadership role in supporting the General Manager, driving department performance, coaching team members, and ensuring customers receive outstanding service on every interaction.

What You'll Do:

Team Leadership & Development

• Lead, coach, and develop HVAC Service and Maintenance Technicians through daily huddles, weekly meetings, ride-alongs, 1:1 coaching sessions, and Individual Development Plans (IDPs)
• Establish clear performance expectations and conduct regular evaluations
• Foster a positive, accountable, and customer-focused culture aligned with company values
• Support technician growth through ongoing training, certifications, and career development initiatives
• Onboard and retain top trade talent

Service & Maintenance Operations

• Oversee the daily scheduling and execution of service calls and preventative maintenance visits
• Monitor dispatch efficiency, technician productivity, and workforce utilization
• Ensure all service agreements are delivered consistently and meet customer expectations
• Collaborate with dispatch, customer service, sales, and the team to provide seamless customer experiences
• Drive department performance through KPIs related to revenue, membership growth, customer satisfaction, and operational efficiency

Quality Assurance & Safety

• Promote and enforce all company safety standards and best practices
• Conduct field audits, ride-alongs, and quality assurance inspections
• Address escalated customer concerns, service callbacks, and warranty issues promptly and professionally
• Ensure technicians comply with all HVAC codes, regulations, and company standards
• Foster a culture of continuous improvement and operational excellence

Technical Leadership & Support

• Serve as a technical resource for troubleshooting complex HVAC systems and service challenges
• Provide hands-on support and guidance to technicians in the field when necessary
• Stay current on emerging HVAC technologies, diagnostic tools, and industry trends
• Support training initiatives related to system diagnostics, repair procedures, maintenance best practices, and customer communication

Customer & Stakeholder Engagement

• Build strong relationships with customers and ensure exceptional service experiences
• Support technicians in delivering solutions that meet customer needs while maintaining trust and transparency
• Work closely with internal departments to resolve issues and improve processes
• Monitor customer satisfaction metrics and implement improvement strategies

Operational & Financial Management

• Participate in Level 10 meetings and departmental planning initiatives
• Analyze service department metrics, reporting, and operational trends
• Manage labor costs, technician efficiency, maintenance agreement performance, and departmental profitability
• Assist with forecasting staffing needs, budgeting, and resource planning
• Drive achievement of departmental revenue, maintenance membership, and customer retention goals

Availability & Emergency Response

• Participate in the service management on-call rotation
• Provide leadership support during emergency situations, severe weather events, and high-demand periods
• Maintain flexibility to support business needs, including occasional evenings and weekends

What You'll Bring:

• Several years of HVAC service and maintenance experience with a strong technical foundation
• Previous leadership, supervisory, or management experience, preferably within the HVAC industry
• Strong troubleshooting, diagnostic, and customer service skills
• Knowledge of HVAC systems, preventative maintenance programs, and service operations
• Understanding of safety regulations, industry standards, and field best practices
• Ability to analyze department performance metrics and drive operational improvements
• Excellent communication, coaching, and leadership skills
• Proficiency with field management software, reporting tools, and Microsoft Office
• Valid driver's license and acceptable driving record
• Ability to lift up to 50 pounds and work in varying environmental conditions

What You’ll Get:

• Competitive salary plus performance-based incentives
• 4% 401(k) Match
• Medical, Dental, and Vision Insurance
• Paid holidays, vacation, and PTO after 90 days
• Employee discounts
• Referral bonus opportunities
• Ongoing training, leadership development, and career growth opportunities

If you're ready to lead a high-performing HVAC Service & Maintenance team while delivering exceptional results for customers and developing future trade leaders, apply today!

Heritage Home Service is an equal opportunity employer committed to providing a workplace free from discrimination and harassment. We value diversity and do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected characteristic. All qualified applicants will receive consideration for employment.