SERVICE MANAGER – HEATING OIL / HVAC

Department: Service
Reports To: Operations Manager / Company Owner

Position Summary

The Service Manager is responsible for overseeing the daily operations of the service department for a heating oil and propane company. This position manages both office personnel and field service technicians, coordinates installations, ensures proper ordering of parts and equipment, and maintains high levels of customer satisfaction. The Service Manager serves as the primary technical resource for the service team and plays a key role in evaluating new installation opportunities and developing proposals.

Key Responsibilities

Service Department Management

Supervise and support field service technicians performing maintenance, repair, and installation work related to HVAC, oil, and propane heating systems.
Serve as the primary technical resource for technicians and office staff.
Troubleshoot technical issues and provide guidance on system diagnostics and repairs.
Ensure service calls are completed efficiently and according to company standards.
Monitor technician productivity and service department workflow.

Office Staff Supervision

Supervise a team of four administrative staff responsible for:

Processing service and installation billing
Coordinating installation schedules
Handling incoming customer service calls
Dispatching technicians for service calls

Ensure office procedures are efficient, accurate, and customer-focused.

Vendor & Parts Management

Work directly with supply houses and vendors to order parts, equipment, and materials needed for service and installation work.
Maintain proper inventory levels to support service operations.
Develop and maintain strong relationships with suppliers.

Installation Coordination

Coordinate new installations with subcontractors.
Visit potential customer sites with subcontractors to evaluate job requirements.
Assist in developing job scopes and preparing proposals for new installations.
Ensure installation projects are scheduled and completed efficiently.

Customer Support

Act as the primary escalation point for complex customer service issues.
Maintain strong communication between customers, technicians, subcontractors, and office staff.
Ensure high levels of customer satisfaction and service quality.

Qualifications

Strong technical background in HVAC systems, including oil and propane heating systems.
Experience supervising service technicians and administrative staff.
Strong problem-solving and troubleshooting skills.
Excellent organizational and leadership abilities.
Strong communication and customer service skills.

Preferred Experience

Prior experience working for a heating oil, HVAC, or energy service company.
Experience coordinating installation projects and managing subcontractors.
Experience with dispatch and service scheduling systems.

Pay: $90,000.00 - $120,000.00 per year

Benefits:

401(k)
401(k) matching
Company truck
Dental insurance
Employee assistance program
Employee discount
Health insurance
Health savings account
Life insurance
Paid time off
Parental leave
Professional development assistance
Referral program
Tools provided

Work Location: In person

Medway Oil & Propane Co., Inc.

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