HVAC Service Manager

Location: Sunshine Coast, QLD

Employment Type: Full-Time

Reports To: Managing Director

Department: Service & Maintenance

About Berry Air

Berry Air is a growing, family-owned Sunshine Coast business specialising in air conditioning, refrigeration, electrical and maintenance services. Established in 2018, we have continued to grow through strong customer relationships, quality workmanship and a great team culture. We work across commercial, residential, hospitality, council, aquatic and maintenance environments, with an expanding portfolio of service contracts and projects.

About the Role

The Service Manager will be responsible for overseeing Berry Air's service and maintenance operations, supporting our technicians and ensuring customers receive a high level of service. This is a hands-on leadership role suited to someone who understands the air conditioning and refrigeration industry and can confidently manage people, customers, jobs and competing priorities. You will work closely with the Managing Director, Operations and Administration teams to ensure the service department runs efficiently and continues to grow. The role will involve a combination of team leadership, scheduling, technical support, customer management, job management and business development.

Key Responsibilities

• Service Department Management
  • Oversee the day-to-day operation of the Service Department.
  • Coordinate and support service technicians and apprentices.
  • Monitor incoming service requests, breakdowns and maintenance requirements.
  • Ensure jobs are appropriately prioritised and scheduled.
  • Allocate technicians based on skills, location, urgency and workload.
  • Monitor outstanding and open work orders.
  • Ensure jobs are completed within agreed timeframes.
  • Identify bottlenecks and implement improvements to service delivery.
  • Ensure service procedures and company standards are followed.
• Technician Leadership
  • Provide day-to-day support and direction to technicians.
  • Assist technicians with technical issues and complex faults where required.
  • Conduct regular toolbox meetings and team discussions.
  • Support technician development and training.
  • Monitor workmanship and job quality.
  • Assist with performance management where required.
  • Promote a positive and respectful team culture.
  • Lead by example in relation to safety, customer service and workmanship.
• Customer Management
  • Build and maintain strong relationships with key customers.
  • Act as an escalation point for service issues and customer concerns.
  • Communicate with clients regarding ongoing faults, repairs and recommendations.
  • Attend customer meetings where required.
  • Ensure customers receive timely updates.
  • Identify opportunities for additional maintenance, repairs and replacement works.
  • Maintain professional relationships with facility managers, property managers, builders, councils and commercial clients.
• Job & Workflow Management
  • Review incoming jobs and determine the appropriate response.
  • Monitor job progress and technician workloads.
  • Review open and incomplete work orders.
  • Follow up jobs awaiting parts, approval or access.
  • Ensure technicians have the information and equipment required before attending site.
  • Monitor repeat call-outs and recurring faults.
  • Identify opportunities to improve first-time fix rates.
  • Ensure service reports are completed accurately and professionally.
  • Review recommendations for repairs and replacement equipment.
• Quoting & Sales
  • Review technician recommendations and determine appropriate repair or replacement pathways.
  • Assist with preparation and review of service quotes.
  • Identify larger repair and replacement opportunities.
  • Follow up outstanding quotes where required.
  • Work with the Managing Director and administration team on larger opportunities.
  • Help grow recurring maintenance and service work.
• Safety & Compliance
  • Promote Berry Air's safety culture across the service team.
  • Ensure technicians follow company safety procedures, SWMS and site requirements.
  • Support incident reporting and corrective actions.
  • Ensure technicians have appropriate PPE, tools and equipment.
  • Assist with training and competency requirements.
• Administration & Systems
  • Monitor and manage service jobs through SimPRO.
  • Review job notes, reports and recommendations.
  • Monitor outstanding work orders.
  • Ensure job statuses are kept up to date.
  • Assist with technician scheduling.
  • Review labour and material requirements.
  • Monitor job profitability and efficiency.
  • Ensure service documentation is completed.
  • Work closely with administration and accounts to resolve outstanding job issues.

Key Performance Areas

The Service Manager will be responsible for helping Berry Air achieve:

• Efficient technician utilisation.
• Improved first-time fix rates.
• Reduced repeat call-outs.
• Timely completion of service jobs.
• Strong customer satisfaction.
• Accurate and timely service reporting.
• Effective management of open work orders.
• Growth in service and maintenance revenue.
• Strong job profitability.
• High safety and compliance standards.
• Positive technician engagement and team culture.

Skills & Experience

Essential

• Relevant experience within the air conditioning and refrigeration industry.
• Strong understanding of HVAC/R service and maintenance.
• Previous experience leading or supervising technicians.
• Strong organisational and time-management skills.
• Excellent communication skills.
• Strong customer service skills.
• Ability to manage multiple priorities.
• Ability to make decisions and solve problems quickly.
• Strong computer and systems skills.
• Current driver's licence.
• Strong commitment to workplace health and safety.

Desirable

• Trade qualification in Air Conditioning & Refrigeration.
• Refrigerant Handling Licence.
• Previous Service Manager, Service Coordinator, Supervisor or Senior Technician experience.
• Experience with commercial air conditioning.
• Experience with maintenance contracts.
• Experience with SimPRO or similar job management software.
• Experience managing a team of technicians.
• Experience with quoting and job costing.

The Person We Are Looking For

We are looking for someone who is:

• A Leader - Someone who can support, guide and motivate a growing team.
• Organised - Someone who can stay on top of multiple jobs, technicians, customers and deadlines.
• Technical - Someone who understands HVAC/R and can provide practical support to technicians.
• Customer Focused - Someone who builds strong relationships and takes ownership when issues arise.
• Commercially Minded - Someone who understands that great service also needs to be delivered efficiently and profitably.
• Proactive - Someone who sees a problem and works towards a solution rather than waiting for someone else to fix it.
• Team Focused - Someone who wants to contribute to a positive workplace and help develop the people around them.

What Berry Air Offers

• 9-Day Fortnight - We understand the importance of work-life balance. Berry Air offers a 9-day fortnight, providing an additional regular day off, or a 5-day week with RDO arrangements, depending on the agreed employment arrangement.
• Company Vehicle - Company vehicle provided for the role, including fuel for work-related travel.
• Growing Family Business - Join a growing Sunshine Coast business where your contribution can have a genuine impact on the direction and success of the company.
• Positive Team Culture - We are a family-owned business that values our people and believes in supporting our team.
• Career Growth - As Berry Air continues to expand, there is opportunity to grow with the business and take on increased responsibility.
• Varied Work Environment - You will work across a diverse range of customers and industries, including: Commercial, Residential, Hospitality, Council, Aquatic facilities, Maintenance contracts, Refrigeration Service & breakdown, Major replacement works, New installations.

Why Join Berry Air?

This is an opportunity to join a business that is growing, investing in its people and building for the long term. The Service Manager will play an important role in shaping the future of Berry Air's service department, supporting our technicians and helping us continue to deliver the level of service our customers expect. We are looking for someone who wants to build something with us, not simply manage a job list.