Position: HVAC Service Manager
Location: Urbandale, IA (Des Moines Metro Area)
Company: R3 Heating & Air (A Division of R3 Roofing & Exteriors)
Schedule: Full-Time | Monday-Friday | In-Office & Field

About Us:

R3 Heating & Air is the mechanical division of R3 Roofing & Exteriors, a family-owned company grounded in Loyalty, Accountability, and Community. We're known for quality craftsmanship and exceptional customer service in roofing, exteriors, solar, and HVAC-and we're continuing to grow across Iowa. Join us as we build something great, together.

Position Summary:

We're looking for a strong and results-driven HVAC Service Manager to lead our service department. This role is responsible for managing technicians, improving service operations, ensuring top-tier customer satisfaction, and driving department performance. The right candidate has a mix of HVAC expertise and leadership experience, and is passionate about developing teams and delivering exceptional results.

Key Responsibilities:

• Leadership & Technician Development:
  Hire, train, and supervise HVAC service technicians. Set clear goals, provide feedback, and foster a high-performance, team-oriented culture.
• Service Operations Oversight:
  Coordinate service scheduling with dispatch and office teams. Minimize return visits and maximize efficiency across service calls. Conduct field evaluations and ride-alongs to monitor work quality.
• Customer Satisfaction & Quality Control:
  Address escalated customer concerns and ensure positive resolution. Implement follow-up procedures to confirm satisfaction. Promote service memberships and educate customers on maintenance benefits.
• Safety, Compliance & Documentation:
  Ensure OSHA, EPA, and local code compliance. Conduct regular safety meetings, site audits, and maintain accurate documentation for service tickets, diagnostics, and warranties.
• Technical Support & Training:
  Provide in-field support and guidance to technicians. Stay up to date on HVAC systems and equipment. Organize manufacturer and internal training opportunities. Assist with after-hours coverage as needed.
• Performance Tracking & Reporting:
  Monitor and report KPIs such as FTFR, callback rate, revenue per tech, CSAT, and membership conversions. Collaborate with leadership on financial goals and process improvements.
• Process Improvement:
  Develop and implement SOPs that improve service workflows, profitability, and integration with install operations.

Key Performance Indicators (KPIs):

• Technician Productivity: 85%+ (Billable hours ÷ Total hours)
• Callback Rate: Under 5%
• Membership Agreement Conversion Rate: 85%
• Inventory Accuracy & Turnover: Minimize delays and control costs

What We're Looking For:

• Proven experience managing residential HVAC service teams
• Strong technical background in HVAC systems
• Excellent communication, leadership, and problem-solving skills
• Familiarity with field service software (ServiceTitan a plus)
• Commitment to safety, efficiency, and customer satisfaction

Compensation & Benefits:

• Pay: Competitive, dependent on experience
• Health Insurance: Offered after 90 days of employment
• Paid Time Off & Vacation: Available after 90 days of employment
• Career Growth: Leadership role in a rapidly growing HVAC division

All offers are contingent upon a background check.