Service Manager (CBD & South)

Service Manager – CBD & South

Commercial HVAC Service | Adelaide, SA | Full-time

SEEK summary

• Lead from the field—spending meaningful time with technicians, apprentices and customers

• Help customers plan the lifecycle, risk and future capital requirements of their HVAC assets

• Drive technical quality, customer service, team development and commercial performance

About the role

Air Comfort Services is seeking an experienced Service Manager – CBD & South to lead the delivery of commercial HVAC service, maintenance, breakdown and repair work across the Adelaide CBD and southern metropolitan area.

This is not intended to be a desk-bound management role. We are looking for a visible and approachable leader who wants to spend time in the field—visiting sites, supporting technicians, developing apprentices and meeting directly with customers.

The Service Manager will have operational responsibility for the safe, efficient and profitable delivery of service work, while directly leading our Service Technicians and Apprentices. The role works closely with the Service Coordinator on scheduling and dispatch, allowing the Service Manager to concentrate on people, customers, technical quality and service performance.

More than maintaining equipment

A major focus of this position will be helping our customers move beyond reactive repairs and better understand the long-term requirements of their mechanical assets.

You will work with customers to:

• Understand the condition, performance and criticality of their HVAC equipment

• Identify reliability risks and opportunities to improve system performance

• Discuss repair-versus-replacement options in clear, practical language

• Develop prioritised asset lifecycle recommendations

• Help customers anticipate future expenditure and plan their maintenance and capital budgets

• Coordinate replacement, upgrade and additional service opportunities with our Sales team

• Ensure recommendations provide genuine operational and financial value

The goal is to become a trusted service partner who helps customers make informed decisions—not simply respond when equipment fails.

What you will be responsible for

Leading and developing the team

You will provide hands-on leadership to Service Technicians and Apprentices, including:

• Regularly visiting technicians on customer sites

• Providing technical guidance, coaching and constructive feedback

• Setting clear expectations for workmanship, communication and customer service

• Conducting toolbox talks, performance reviews and development discussions

• Supporting apprentice training, progression and competency development

• Managing licensing, training, rostering, leave and after-hours arrangements

• Recognising strong performance while addressing issues promptly and fairly

The position description specifically calls for a manager who is visible to the workforce, visits sites, engages directly with apprentices and leads by example in safety, quality and customer service.

Driving quality service delivery

You will take ownership of day-to-day service performance by:

• Ensuring maintenance, breakdown and repair work is delivered safely and professionally

• Driving response time, first-time fix, completion and customer satisfaction outcomes

• Reviewing the quality and completeness of service work

• Ensuring readings, job cards and supporting information are submitted accurately and promptly

• Resolving escalated technical problems, customer concerns and warranty matters

• Coordinating planned maintenance delivery and helping ensure commitments are met

• Approving technical methodologies for unusual, complex or higher-risk work

These accountabilities reflect the position’s responsibility for operational service delivery, technician performance and the resolution of significant technical and customer issues.

Building strong customer relationships

You will maintain regular contact with customers, building managers and other key stakeholders.

This will include:

• Visiting customers outside of formal review meetings

• Understanding their operational priorities and upcoming business requirements

• Reviewing service performance and addressing emerging concerns early

• Explaining technical issues and recommendations in an understandable way

• Supporting major customer reviews

• Leading the resolution of significant service issues

• Representing Air Comfort Services professionally with customers, consultants and manufacturers

The Service Manager is expected to maintain operational relationships with major customers and act as a senior technical representative of Air Comfort Services.

Managing operational and commercial performance

You will also be responsible for:

• Monitoring service margin performance against budget

• Supporting productive and effective technician utilisation

• Reviewing service results and identifying areas for improvement

• Approving quotations and pricing decisions within delegated authority

• Identifying replacement, upgrade and additional service opportunities

• Working with the Service Coordinator, administration, service accounts, contracts and Sales teams

• Balancing customer outcomes, technical quality and commercial responsibility

The role owns service margin, productivity, day-to-day delivery and the escalation of customer issues, while working within a wider support structure covering administration, strategic technical direction, Sales and HSEQ.

What success will look like

You will be succeeding in the role when:

• Technicians and apprentices feel supported, challenged and clear about expectations

• Customers see you regularly and trust the advice they receive

• Service work is consistently completed to a high technical and presentation standard

• Customer concerns are addressed early and handled professionally

• Asset lifecycle recommendations are practical, prioritised and financially useful

• Planned maintenance commitments are delivered reliably

• Response times, first-time fix rates and job completion continue to improve

• The department achieves its productivity and margin expectations

• Safety, licensing, competency and compliance standards are consistently maintained

The formal performance measures for the position include service margin, SLA performance, first-time fix rate, customer satisfaction, technician utilisation, job-card completion, licence currency, apprentice progression, safety and technician retention.

About you

You are likely to be an experienced commercial HVAC service professional who enjoys working with people as much as solving technical problems.

You will bring:

• A minimum of seven years’ experience in HVAC service or maintenance

• At least two years’ experience in a supervisory or management position

• A trade qualification in refrigeration and air conditioning

• A current full refrigerant handling licence

• Strong working knowledge of commercial HVAC service, maintenance and repair

• Demonstrated experience leading technicians and apprentices

• Strong customer service and relationship-management skills

• The confidence to manage complex technical and customer matters

• Sound commercial judgement relating to service pricing, productivity and margin

• Clear written and verbal communication skills

• Experience using simPRO or an equivalent service management system

Commercial or industrial HVAC experience, electrical qualifications, apprentice supervision credentials, management qualifications and experience with major institutional or government service contracts will be highly regarded.

The type of leader we are looking for

You do not need to have all the answers personally, but you must be willing to get involved, ask good questions and help the team find the right solution.

You will be someone who:

• Leads through visibility, consistency and follow-through

• Enjoys coaching people and helping them improve

• Holds high standards without losing the support of the team

• Builds trust with customers through honest and practical advice

• Understands that quality service includes communication, documentation and presentation—not only technical workmanship

• Can balance immediate operational demands with longer-term asset and customer planning

• Makes timely decisions and takes ownership when issues arise

• Values safety, compliance and doing the job properly

Why this role

This position offers the opportunity to shape how Air Comfort Services supports its CBD and southern customers—not only through reliable maintenance and repairs, but through stronger technical advice, lifecycle planning and long-term customer partnerships.

You will have meaningful operational ownership, direct access to senior technical leadership and support from dedicated coordination, administration, Sales, accounts and HSEQ functions.

Most importantly, you will have the opportunity to lead where it matters: alongside the team and in front of the customer.