Job Description

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.

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