Description
Sila Services is looking for an experienced Training and Development Manager to help develop their HVAC and plumbing service teams in the Boston market.
The successful candidate will coach and develop HVAC and plumbing service technicians to improve sales performance, customer communication, and overall service delivery. This will involve conducting regular ride-alongs to observe service calls, providing feedback, and identifying coaching opportunities.
Key responsibilities include:
- Coaching and developing HVAC and plumbing service technicians
- Conducting regular ride-alongs to observe service calls and provide feedback
- Training technicians on presenting repair and replacement options and communicating the value of recommended solutions
- Partnering with service managers to improve team performance, accountability, and consistency
- Developing and delivering engaging, hands-on training programs
- Helping technicians improve average tickets, conversion rates, and revenue performance
- Using service performance metrics to identify opportunities for improvement and measure training effectiveness
- Coaching service managers on leadership, technician development, and performance management
- Supporting onboarding and ongoing development of new service technicians
The ideal candidate will have a strong background in residential HVAC, plumbing, or other home services businesses, as well as experience in service management, technician sales training, business coaching, or field operations leadership.
Requirements include:
- Strong background in residential HVAC, plumbing, or other home services businesses
- Experience in service management, technician sales training, business coaching, or field operations leadership
- Proven ability to coach technicians on sales, customer communication, and service call performance
- Strong understanding of home services KPIs
- Comfortable conducting ride-alongs and providing direct feedback
- Excellent communication skills
- Hands-on coaching style with the ability to motivate, develop, and hold teams accountable
Success will be measured by:
- Technicians being more confident presenting options and communicating with customers
- Improved average tickets, conversion rates, and service agreement opportunities
- Stronger service managers who consistently coach and develop their teams
- More consistent service call processes and a better overall customer experience
- Measurable improvements in technician productivity and service department performance