Service Manager – HVAC & Plumbing

Holy City Heating & Air – Charleston, SC

Holy City Heating & Air is a fast-growing, full-service HVAC & Plumbing company proudly serving Charleston and the surrounding Lowcountry. With continued growth and expanding service demand, we are seeking a high-level, results-driven Service Manager to lead and elevate both our HVAC and Plumbing divisions.

This is a performance-driven leadership position responsible for production, profitability, team development, and operational excellence.

Why We’re Hiring

Holy City Heating & Air is entering its next phase of growth.

As our HVAC and Plumbing divisions continue to expand across Charleston and the surrounding Lowcountry, we are creating a dedicated Director of Operations role to bring structure, accountability, and performance leadership to both departments.

With increased call volume, expanding install demand, growing membership plans, and aggressive revenue goals, we need a high-level operational leader who can:

Elevate technician performance
Improve department profitability
Develop leadership within each division
Build scalable systems to support continued growth

Position Summary

The Service Manager is responsible for the overall performance, leadership, and profitability of the HVAC and Plumbing service and installation departments.

This role oversees:

HVAC & Plumbing Department
Field Technicians
Department KPIs and financial metrics

The ideal candidate understands both technical field operations and business performance management.

Core Responsibilities

Leadership & Team Management

Directly manage HVAC and Plumbing Service Technicians
Conduct weekly leadership meetings
Hold technicians accountable to KPIs
Develop training plans for skill advancement
Coach underperforming team members
Assist in hiring, interviewing, and performance reviews
Build a culture of accountability and professionalism
Ensure field teams represent Holy City’s brand at the highest level

KPI Ownership & Performance Metrics

The Service Manager will be responsible for tracking, reporting, and improving:

Revenue & Financial KPIs

Average Ticket (HVAC & Plumbing)
Gross Margin (Service & Plumbing)
Revenue per Technician
Conversion Rate (Estimates to Sold)
Membership Sales & Renewal Rates
Accessory Attach Rate (IAQ, Water Filtration, Tankless, etc.)
Maintenance Agreement Growth
Call-to-Booking Ratio

Operational KPIs

Callback Percentage
Job Completion Rate
On-Time Arrival Percentage
Labor Efficiency
Install Pull-Through Rate
Technician Productivity
Truck Stock Accuracy
Inventory Control

Customer Experience KPIs

Online Review Growth
Customer Satisfaction Scores
Complaint Resolution Time
CRM Response Time

This role must be comfortable reading P&L statements and making operational adjustments to improve margin and efficiency.

HVAC & Plumbing Technical Oversight

This is not an office-only role. The Director must have strong field knowledge and credibility.

Required Technical Knowledge Includes:

HVAC

Residential system diagnostics
Heat pump and furnace systems
Airflow and static pressure understanding
Duct design fundamentals
Indoor air quality products (air purifiers, dehumidifiers, filtration)
Refrigerant handling knowledge
Installation best practices
Code compliance basics

Plumbing

Water heater (tank & tankless) diagnostics and installs
Leak detection and repair
Drain and sewer knowledge
Fixture installation
Water filtration systems
Code compliance and permitting basics
Flat-rate pricing structures

The Manager should be capable of:

Assisting with complex diagnostic situations
Supporting technicians in the field
Reviewing large estimates
Improving technical training standards

Process & Systems Management

Ensure proper CRM usage (Housecall Pro, Podium, etc.)
Enforce accurate job documentation
Maintain pricebook integrity
Improve dispatch efficiency
Streamline workflow between CSR, dispatch, and field teams
Develop and enforce SOPs
Ensure safety compliance standards are met

Growth & Strategy

Identify revenue opportunities
Improve install pull-through
Develop upsell strategies while maintaining ethical standards
Assist ownership with quarterly forecasting
Build a scalable operational structure
Prepare departments for future expansion

Qualifications

4+ years HVAC or Plumbing experience
3+ years management experience preferred
Strong understanding of service-based business operations
Proven ability to manage KPIs and improve performance
Experience in flat-rate pricing environments
P&L literacy
Excellent leadership and communication skills
Valid driver’s license
Ability to lead with authority and integrity

Compensation & Benefits

Competitive base salary + bonus(commensurate with experience)
Performance-based bonus structure tied to department KPIs
Health benefits
Paid holidays and PTO
401(k)
Ongoing leadership development
Growth opportunity

Who This Role Is For

A high-level operator
A builder of teams
A process-driven leader
Someone who wants to grow a department into a dominant Lowcountry brand
A professional who takes pride in operational excellence

Holy City Heating & Air LLC jobs

Service Manager

Never Miss a New Opportunity