Our Service Manager role (Apply Now) is an opportunity for a customer service and people-first leader to join our team and make a real impact. The right person for this position doesn’t need to come on board with technical experience.
Our departments are intentionally structured with Technical Trainers at the management level, and Senior Technicians with years of hands-on experience who are always available to lend a hand (or pick up the phone) to support technical needs as they arise.
This allows our Service Managers to stay focused on leading people, supporting customers, and driving a strong team culture, while knowing expert technical guidance is always within reach.
Not a Tradesman?
If your skillset lines up with what we’re after, you’re probably asking yourself:
“How much do I need to know about plumbing, heating, and cooling?”
Here’s the truth: if you don’t have any experience in our industry, that’s completely fine – it’s even expected.
What you should have is experience managing people in a fast-paced,
customer-focused environment where the performance of your people matters.
Your success doesn’t come from your know-how with the trades, but it does hinge on your ability to coach, adapt, and lead.
Maybe you come from the restaurant, logistics, or hospitality
industry – one where you learned to thrive under pressure.
You make your people feel taken care of while getting the best out of them. This isn’t about what you know – it’s about who you are and how you lead.
Here’s What You’ll Actually Do
Management experience is a must. We’re looking for someone who’s led teams in a customer service environment and understands what it takes to develop people, manage performance, and deliver results. You’ll be responsible for:
- Optimizing technicians’ assignments and performance
- Facilitating training
- Scheduling (including time-off and on-call rotations)
You’ll also handle quality control, conduct interviews, and work cross-departmentally to keep everything running smoothly.
A key part of your role will be upholding and adhering to the NEXSTAR Service System – our framework for delivering consistent, world-class service. You don’t need to know it now, but you’ll need to embrace it and help your team execute it every day.
This is a hands-on position that requires dedication, an evergreen presence, and commitment to your team’s growth.
You’ll split your time between the field (2-3 days a week riding with techs) and the office (2-3 days managing operations), with some weekend availability as needed. If you’ve come from another high-pressure, customer-focused industry where you’ve successfully managed people and processes, you’ll recognize a lot of what this role demands.
Read Service Manager job description
Earn Trust First, Earn Big Later
There’s an opportunity for this to be a lucrative position. We have a robust, performance-based bonus structure that rewards results – not just effort. When you help your team succeed, when our customers are taken care of, and when we hit our goals, you’ll see that reflected in your compensation.
If you’re motivated to hold yourself accountable for your duties to your team, you’ll find a pathway to real financial growth in this position.
Your Title Comes from Your People
Does rapport building need to be one of your strong suits? Definitely. In fact, it’s the first thing you should focus on when starting. We’re a large team of plumbers and HVAC techs, with a wide range of experience levels.
Managing a team of 10-15 can be a tall task, but if you prioritize understanding each of your people on a human-to-human level, you’ll set yourself up for success. If you’re not great at developing working relationships or tend to shy away from fast-paced situations and are not outwardly confident in your own abilities, this role may not be the best fit.
You’ll Be Front and Center
Do you need a background that includes public speaking? It would be a bonus, but you don’t necessarily have to have public speaking on your resume. What’s more important is that you can communicate your message respectfully and firmly while learning new things every step of the way.
Every so often, that means speaking to a group of 10-15 people. If that sounds stressful, that’s ok – we’ve been there. We’re looking for someone honest about their skills, who cares about doing the prep work, and is comfortable being uncomfortable. If that sounds like you, we have the people in place to guide you, and the rest will take care of itself.
Put Me in, Coach
This position includes elements of coaching and mentorship.
What makes a great coach or mentor? They’re patient, firm but fair, good communicators, embrace
challenges, are willing to try new things, and are confident in the skills and experience
they have.
Our service managers all consistently embody these qualities, and we’re looking for someone who does too.
Data-Driven, People-Focused
Our company runs on KPIs and metrics – not because we love spreadsheets, but because they help us understand what’s working and what needs attention. You’ll play a key role in keeping us on track, which means you should be comfortable with analytics and see the connection between how our people perform and the goals we’re chasing together.
Day-to-day, that looks like solid computer skills (MS Office), staying organized when juggling multiple priorities, and keeping pace in an environment where there’s always something happening. If you’re someone who takes ownership of team goals, thrives on structure, and can adapt on the fly, you’ll fit right in.
Be A Professional. Be Yourself.
We’re looking for someone who’s authentic and cares about showing up every day with a fresh outlook. The best way to be successful in this position is to embrace honesty and to ask for help when you need it. You’ll have questions and make mistakes – that’s not just expected, it’s part of the process.
What matters most is how you show up: with humility, a growth mindset, and the confidence to have difficult conversations when they’re
needed.
The technicians on our team will respect you not because of a title, but because you’ve earned their trust by doing what you say and saying what you do. That starts with being comfortable in your own skin and being willing to be both a student and a teacher.
If you can bring that energy – along with the willingness to learn, grow, and stay true to who you are – this may be the role for you.
Meet One of Our Service Managers: Ken’s Story
Ken didn’t come from plumbing or HVAC – he came from fine dining.
But 20 years of managing diverse, high-pressure restaurant teams taught him everything he needed to lead technicians: how to handle chaos, anticipate needs, and bring out the best in people.
After he mastered the secrets of delivering memorable guest experiences, Ken earned his Master’s in business from Rutgers during COVID. Armed with formal business training, he was ready for a career change that aligned with his true passion.
“My true passion is management of people,” Ken says. “That’s what drew me here. It wasn’t necessarily the services we offer that were the main selling point for me.” What mattered most to Ken was the opportunity to apply his finely tuned customer service skills, his leadership potential, and his gift for developing people.
“Nowhere in that job description did it say you needed to be a plumber,” he remembers. “It was about transferable skills – and I thought it was a perfect match, so I jumped in headfirst.”
Ken’s advice for anyone considering this role? Be confident in your skills and experience, but stay humble and open to learning. “Ask for help when you need it – you’ll find it,” he says.
And here’s where you should focus first: rapport building. You’ll bring a lot to the table, just like your techs. You’ll earn their trust by riding alongside them to their jobs, getting to know them, asking for their input, and delivering on the small requests.
“Don’t be afraid to have difficult, honest conversations,” he says. “And most importantly, be yourself. Be comfortable being uncomfortable. That’s where the growth starts.”
