Service Manager - National HVAC Service

Key Responsibilities

National Service Leadership & Strategy

• Own the performance and growth of Crete United’s National HVAC Service business across all operating companies and regions.
• Develop and execute a scalable national service strategy that balances responsiveness, cost control, and margin optimization.
• Act as the primary leader for the national service function, setting expectations, priorities, and accountability.

Process Optimization & Continuous Improvement

• Design, document, and continuously improve standardized service processes across the full-service lifecycle, including:
• Dispatch and scheduling
• Preventative maintenance execution
• Demand service and emergency response
• Work order closeout and billing readiness
• Identify inefficiencies, bottlenecks, and failure points within the service ecosystem and lead cross-functional initiatives to resolve them.
• Implement best practices, tools, and systems to improve technician productivity, first-time fix rates, and service cycle times.

Financial Performance, Billing, & Cash Flow

• Partner closely with Accounting, Accounts Receivable, and Accounts Payable to ensure:
• Timely and accurate service billing
• Clear handoffs from operations to billing
• Reduced billing lag and improved cash conversion
• Proper handling of subcontractor invoices and service-related payables
• Monitor service revenue, gross margin, labor utilization, and cost drivers; proactively address performance gaps.
• Support pricing discipline, contract compliance, and preventative maintenance billing structures.

KPI Management & Reporting

• Define, track, and manage key service KPIs, including but not limited to:
• Service revenue growth
• Gross margin by service line
• Billing timeliness and aging
• Work order cycle time
• Preventative maintenance completion rates
• Technician utilization and productivity
• Customer response times and SLA compliance
• Build clear, actionable dashboards and reports for leadership, operating companies, and cross-functional partners.
• Use data to drive decision-making, prioritize initiatives, and hold teams accountable.

Team Leadership & Development

• Directly oversee Service Coordinators and support their development through clear expectations, training, and performance management.
• Establish standardized roles, workflows, and capacity models for service coordination across the network.
• Foster a culture of accountability, continuous improvement, and customer-first service delivery.

Cross-Functional Alignment

• Serve as the connective tissue between Service Operations, Field Teams, Accounting, Finance, and Corporate Leadership.
• Align service execution with company-wide operational excellence and margin improvement initiatives.
• Support integration of newly acquired operating companies into Crete United’s national service model.

Qualifications & Experience

• 5-7+ years of experience in HVAC service operations, facilities services, or a related field, with multi-site or national responsibility preferred.
• Proven track record of leading service teams and scaling standardized processes across a distributed organization.
• Strong financial acumen with experience partnering with Accounting/Finance to improve billing accuracy, cash flow, and margins.
• Deep understanding of HVAC service delivery, preventative maintenance programs, and service contract economics.
• Experience managing KPIs, dashboards, and performance-driven cultures.
• Comfortable operating in a fast-paced, acquisitive, and decentralized environment.

Key Competencies

• Operational excellence mindset with a bias toward action
• Strong cross-functional leadership and communication skills
• Data-driven problem solver with the ability to translate insights into execution
• Ability to balance strategic thinking with hands-on operational leadership
• Customer-focused while maintaining cost and margin discipline