HVAC External Operations Manager

Legacy Home Services • Full-time • South Elgin, Illinois, United States • $80,000 - $115,000 / year • 1w ago

Legacy Home Services is a fast-growing residential HVAC company serving the northwest Chicago suburbs out of two locations in Crystal Lake and South Elgin. We run a data-driven, technician-first operation built on doing the job right the first time. As we grow, we're investing in the field leadership that keeps quality consistent and our team performing at a high level.

The Role

We're hiring a EOM to be our primary execution leader in the field. This is a hands-on leadership position, you'll spend most of your time coaching technicians, inspecting installs, resolving quality issues, and stepping in wherever the work needs to be made right.

If you're a strong HVAC technician or installer who's respected by your peers and ready to lead the field rather than run a single truck, this is built for you. You'll protect install quality, cut warranty callbacks, keep our process tight, and jump on overflow replacement and major repair calls when our selling techs are booked.

This role is roughly 50% in the field / 50% in the office, reporting directly to the General Manager.

What You'll Do

Quality control & warranty reduction (your top priority)

Inspect installs, service, and sales work with same-day spot checks
Find the root cause behind warranty callbacks and put corrective actions in place
Track warranty trends by technician, installer, and equipment type, and separate field errors from manufacturer defects
Personally resolve escalated quality issues when needed

Field coaching & training

Run ride-alongs (in person and virtual) with service techs, install leads, and selling techs
Correct behavior in real time and reinforce our SOPs
Lead short, targeted field trainings on installation best practices, diagnostics, technology use, and homeowner communication

Standards & call review

Review recorded service and sales calls weekly for proper diagnostics, options presentation, pricing accuracy, and ethical selling
Coach technicians on missed steps and document corrective actions

Daily field leadership

Lead or support morning huddles and set the day's priorities (quality over speed)
Be the go-to escalation point for technician questions before issues reach the GM
Run truck inspections and keep parts, inventory, and purchase-order procedures on track
Partner with dispatch to maximize same-day completions and minimize return trips

What We're Looking For

Strong technical HVAC background (service and/or install) — you've done the work and can spot when it's done wrong
Respected by technicians and installers; able to hold people accountable without ego
Calm under pressure, especially with homeowners
Able to sell ethically and protect pricing without discounting for no reason
Process-driven and detail-oriented, with a "get it done today" mindset
Comfortable using technology and virtual tools to coach and inspect
Valid driver's license and clean driving record

What Success Looks Like

Within 90 days, you'll have warranty calls visibly trending down, clear install quality standards being followed, and technicians anticipating inspections and fixing issues proactively. You'll be measured on things like warranty callback rate, install inspection pass rate, labor utilization, gross profit per job, and SOP compliance, clear targets, fully supported, with the authority to stop work for quality issues, require rework, and enforce standards.

Pay: $80,000.00 - $115,000.00 per year

Benefits: