HVAC Service Manager (Tacoma)

At Harts, we pride ourselves on being more than just a company – we are a family. Since our founding, we have dedicated ourselves to delivering top-notch plumbing, sewer, electrical, and HVAC services with a commitment to excellence and customer satisfaction. Our success is driven by our talented team of professionals who share our core values of service excellence, pride of workmanship, grow or die, whatever it takes, and direct, with respect.

POSITION SUMMARY:

The HVAC Service Manager leads the residential HVAC Service, Maintenance, and Sales team. This role involves overseeing the entire pre-install lifecycle, from lead generation to sale, while fostering strong customer relationships and ensuring that sales goals are consistently met. The ideal candidate will have a passion for leading people and extensive knowledge of HVAC systems and service work.

JOB PARAMETERS:

The HVAC Service Manager position is a full-time, exempt salary role at $100,000 per year. The schedule is Monday through Friday with periodic weekend work or availability based on service load.

POSITION RESPONSIBILITIES:

• Team Leadership: Manage and motivate the HVAC sales/service/maintenance team, including hiring, training, coaching, and performance management to ensure metric targets are consistently met or exceeded and teammates are living our core values.
• Sales Strategy Integration: Implement and enforce Harts’ proven sales process across the technician team.
• Team Coordination: Collaborate with the install coordinator, manager, dispatch, and customer service representatives to ensure an optimal customer experience.
• Performance Monitoring: Monitor field technician performance, provide feedback through one-on-ones, and ride along on customer jobs for coaching. Partner with HR on evaluations, compensation, and related activities.
• Administrative Oversight: Review and approve invoices, timecards, curbside feedback, and option sheets.
• Customer Troubleshooting: Address and resolve customer issues or complaints promptly.
• Technical Support: Serve as troubleshooting support for teammates during maintenance and service visits. Assist is ensuring proper equipment sizing and purchasing.
• Leadership Engagement: Attend operations and leadership meetings; contribute to leadership initiatives and shape company culture by promoting values, ethics, and integrity.
• Training and Development: Create and execute weekly training sessions for the technician team to continuously improve skills, customer service, and sales strategies.
• Other Duties: Perform additional responsibilities as assigned by senior leadership.

CORE VALUES:

As a team member at Harts, you are expected to embody and uphold our core values in your daily operations and interactions:

1. Grow Or Die: Embrace opportunities for professional development and continuous improvement, actively seeking ways to enhance your skills and contribute to the team’s success.
2. Direct, With Respect: Communicate openly and respectfully with team members and customers, fostering a collaborative work environment and addressing challenges constructively.
3. WIT – Whatever It Takes: Take ownership of your responsibilities, demonstrating a proactive approach to problem-solving and supporting your teammates to ensure smooth operations.
4. Pride of Workmanship: Strive for excellence in every task, ensuring accuracy and quality in your work, and taking pride in the contributions you make to the team.
5. Service Excellence: Commit to delivering outstanding service and support, enhancing the overall experience for both internal teams and external customers.

REQUIRED EXPERIENCE, EDUCATION, AND ABILITIES:

• Minimum of 5 years in Residential HVAC with a proven track record of leading teammates to meet their goals.
• Extensive knowledge of HVAC systems and processes, including maintenance, service, and sales.
• Valid driver’s license with a clean driving record.
• Strong leadership and team-building skills.
• Excellent communication and interpersonal skills, with the ability to effectively engage customers and lead a sales team.
• Strategic thinking and problem-solving skills to identify growth opportunities and adjust strategies as needed.
• Proficiency in CRM systems, sales tracking, and forecasting tools.
• Strong knowledge of residential HVAC systems and services.

PHYSICAL REQUIREMENTS:

• Approximately over 50% of the job involves physical work, with the rest focused on field oversight and office duties.
• Continual walking, standing, climbing, stooping, bending, kneeling, and reaching in all directions.
• Ability to work in tight spaces as necessary.
• Physical strength, balance, hand-eye coordination, and stamina necessary to complete various tasks.
• Ability to safely lift and carry up to 50 pounds regularly, using proper lifting techniques. For loads exceeding 50 pounds, mechanical lifting aids or team lifts are required.
• Ability to push or pull loads up to 50 pounds. Use of assistive devices (e.g., dollies or carts) is encouraged for larger loads.
• Must be able to work in all weather conditions, with adequate protective equipment provided.
• Capability to stand and walk for up to eight hours per day, with regular breaks as required by OSHA standards.
• Climbing multiple sets of stairs while carrying materials up to 50 pounds is required, and heavier loads should be moved with assistance. Ability to effectively communicate, collect, compile, and prepare work documents.
• Ability to interpret, evaluate, and communicate detailed instructions accurately.

WORKING CONDITIONS:

• The work is split between the shop/office and customer properties.
• Work includes exposure to all types of weather conditions, including rain, snow, heat, and cold.
• Adherence to all OSHA and WISHA safety regulations.
• Prolonged periods of sitting at a desk and working on a computer

BENEFITS:

• Medical/Dental/Vision Insurance
• Retirement Benefit (401K) with Company Match
• Costco Membership
• Company Paid Term Life Insurance
• 2 weeks Paid Time Off + 1 week sick + 6 paid holidays
• Company vehicle

OVERVIEW:

• Job Type: Full-time
• Schedule: Monday to Friday
• Work Location: In-person Tacoma, WA 98409
• Pay: $100,000 per year
• Supplemental Pay: Bonus opportunities
• Benefits: 401(k) plan with employer matching, dental insurance, employee assistance program, health insurance, health savings account, life insurance, paid time off, vision insurance.