Service Manager

Role Summary The Service Manager is the senior leader of Twin Oaks' field service team. You train and hold the technicians accountable, protect quality, and keep jobs profitable, so the owner is no longer the bottleneck. Dispatch and scheduling stay with the Office Manager. You own what happens on the job.

 Reports to: Owner / President  Direct reports: Service technicians (five today, growing)  Works closely with: Office Manager (dispatch), Sales / Comfort Advisor, fractional CFO  Location: Coolville, Ohio, with field travel across Athens, Meigs, Gallia, Morgan and Washington counties and West Virginia  Status: Full-time, salaried

Responsibilities

Team development and accountability  Train and coach technicians on diagnostics, flat-rate procedures, safety and customer communication  Run ride-alongs and job reviews; set clear standards and address performance issues directly  Lead the daily morning meeting and a monthly team review of callbacks, labor % and revenue per job  Help recruit, interview and onboard new technicians and apprentices

Quality and callbacks  Own the callback rate and drive it down; review every callback for root cause  Run the quarterly callback-rate bonus program with the Office Manager  Be the escalation point for complex diagnostics and warranty issues

Field operations  Work with the Office Manager so the right technician, truck stock and parts reach each job  Approve job scope changes and purchases up to an agreed dollar limit  Keep the team using Housecall Pro correctly: accurate flat-rate codes, notes, photos and job close- out  Manage vehicles, tools, safety and EPA 608 / licensing compliance

Customer and commercial  Handle service escalations and unhappy customers  Maintain relationships with key commercial accounts (restaurants, convenience stores, nursing facilities)  Support the technicians in selling maintenance agreements and flagging replacement leads for sales  Back up the field when needed (up to roughly 25% of time on service calls)

Qualifications

Required

 8+ years of hands-on HVAC and/or commercial refrigeration experience, with at least 2 years leading or training technicians  EPA 608 Universal certification  Strong diagnostic skills across residential HVAC and commercial refrigeration  Comfortable coaching people and giving direct, fair feedback  Valid Ohio driver's license and a clean driving record  Able to read the numbers: labor %, callback rate, revenue per job Preferred  Ohio OCILB license, or 5 years of qualifying experience and willingness to sit for the exam  NATE certification  Carrier and Generac experience  Housecall Pro, ServiceTitan or similar field service software  Experience in a flat-rate pricing environment

Compensation

$80,000 to $95,000 base salary, plus a quarterly bonus of up to about $10,000 a year.

 Quarterly bonus tied to callback rate and technician labor %  Company vehicle, phone, tools and uniforms  Paid time off per the Twin Oaks employee manual  Support toward OCILB licensing if the candidate is on that path

First 12 Months  Days 1-30: Ride with every technician, learn the flat-rate book and Housecall Pro workflow, and meet the top commercial accounts.  Days 31-90: Start the daily meeting and monthly review, set the callback baseline, and run the first technician coaching plans.  Months 4-6: Callback rate trending down; direct labor % at or below the 20% target.  Months 7-12: Every technician has a development plan, the team hits its install and agreement goals, and the owner is out of day-to-day field decisions.