Service Manager - HVAC and Plumbing

About BWS

At Better Way Service, we don’t just fix HVAC and plumbing systems—we create a better experience for our customers and our team.

We are a family-owned company (since 2009) built on strong values, high standards, and a commitment to doing things the right way. Our team is made up of professionals who take pride in their work, follow a proven process, and show up every day ready to win.

We are growing—and we’re looking for a Service Manager who can lead from the front, develop people, and drive performance across both our HVAC and Plumbing service teams.

Position Overview

The Service Manager is responsible for leading the day-to-day operations of our HVAC and Plumbing service departments. This role is about leadership, accountability, and results.

You will coach technicians, enforce processes, drive KPIs, and ensure that every customer receives a 5-star experience—every time.

This is not a sit-behind-a-desk role. This is a hands-on leadership position that requires presence in the field, strong communication, and the ability to develop people.

What You’ll Be Responsible ForLeading the Team

• Coach, train, and develop HVAC & Plumbing service technicians
• Conduct regular ride-alongs and one-on-one meetings
• Hold the team accountable to performance, process, and professionalism
• Recruit, interview, and onboard top talent

Driving Performance

• Own and manage key service KPIs, including:
• Revenue per technician
• Average ticket
• Membership conversions
• Turnover opportunities
• Callback percentage
• Set clear expectations and ensure goals are consistently met
• Identify gaps and implement solutions to improve performance

Running the Day-to-Day

• Oversee scheduling and dispatch flow with the call center
• Ensure technicians follow the BWS service process on every call
• Maintain high standards for job quality and efficiency
• Support technicians in the field when needed

Delivering a 5-Star Experience

• Handle escalated customer concerns with professionalism and urgency
• Ensure every customer interaction reflects BWS standards
• Monitor reviews, callbacks, and overall satisfaction

Managing Equipment & Inventory

• Oversee service truck stock and organization
• Coordinate with warehouse on parts and equipment
• Ensure tools, vehicles, and materials are properly maintained

Working as a Leadership Team

• Collaborate with Install, Sales, and Call Center leadership
• Contribute to company growth strategies and planning
• Help refine pricing, promotions, and service offerings

What We’re Looking For

• 5+ years in HVAC and/or Plumbing service
• Proven leadership experience (Service Manager, Field Supervisor, Lead Tech, etc.)
• Strong understanding of residential service operations
• Experience with ServiceTitan (preferred)
• A leader who:
• Holds people accountable
• Leads by example
• Communicates clearly and directly
• Takes ownership and drives results

What Success Looks Like at BWS

• Technicians are improving, confident, and following process
• KPIs are consistently being hit or exceeded
• Customers are leaving 5-star reviews
• The team is aligned, accountable, and motivated
• The department is growing in both revenue and efficiency

Compensation & Benefits

• Competitive salary + performance-based bonus structure
• Company vehicle or vehicle allowance
• Health benefits
• Paid time off + holidays
• Ongoing training and leadership development
• Opportunity to grow with a rapidly expanding company

Why BWS

• Strong culture built on accountability and teamwork
• Clear processes and expectations—no guessing
• Leadership that supports you and expects excellence
• Real opportunity to make an impact and grow

Ready to Lead the Team?

If you’re a leader who wants to build people, drive results, and be part of something growing—we want to talk.

Pay: $50,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Work Location: In person