_{07th October, 2026}

1. About the Business
 
Our client is a Sydney-based commercial HVAC business with over 30 years of operation. They service commercial clients across the Sydney metro area, including strata buildings, commercial offices, retail centres, and industrial facilities. Their work spans preventative maintenance contracts (PPM), reactive breakdown and repair, installation and project work, and Automatic Fire Suppression System (AFSS) compliance obligations across a number of sites.
The business operates with a field team of qualified HVAC technicians supported by team leaders and a coordination team managing scheduling, dispatch, and client communication. They run AroFlo as their field service management platform, Employment Hero for HR, and Microsoft Teams for internal communication. SOPs and workflows are documented and in place.

They are in an active growth and professionalisation phase. The infrastructure is built — the next step is putting the right leader in place to run the service department with discipline, consistency, and commercial focus. The Service Manager is the key appointment that makes that happen.

2. The Opportunity
 
This is a genuine operational leadership role. The SM owns the day-to-day service operation — scheduling, dispatch, technician management, client relationships, compliance, and financial performance. You will have real authority, real accountability, and a well-resourced support structure around you.

The business has invested significantly in its operating infrastructure. AroFlo manages the full job lifecycle. The coordination team handles scheduling and administrative functions. Employment Hero manages HR. SOPs are documented and workflows are in place. The incoming SM inherits a platform that is ready to perform — the job is to lead it, sharpen it, and build a team that holds itself accountable without needing constant direction.

This is the right role for someone who has done this before — who has taken a functional but under-structured service team and turned it into a department that performs consistently and doesn't rely on one person to hold it together. If you are looking for a role where you can genuinely shape how a service business operates, this is it.
 
KEY DISTINCTION:

They are not looking for a technician who has moved into management. They are looking for someone who has operated as a Service Manager or Operations Manager in a trades or field service environment and who leads through structure, delegation, and clear accountability — not by being the best person in the room technically.
 
3. The Role
 
3.1 Core Responsibilities

• Day-to-day service operations — oversee all job scheduling, dispatch, and service delivery across PPM contracts, reactive work, and project jobs. Ensure the right technician is on the right job at the right time, every day.
• Team leadership — directly lead team leaders and the service coordination team. Build a team that performs consistently without requiring daily intervention.
• Client relationships — own key client relationships across the commercial portfolio. Manage escalations, service complaints, and contract renewals. Ensure clients receive proactive communication and consistent service standards.
• AroFlo & systems management — the business runs on AroFlo. The SM is accountable for job data integrity, workflow compliance, invoicing readiness, and ensuring the team uses the system correctly and consistently.
• Financial performance — job costing, margin awareness, purchase order oversight, and labour efficiency. The SM understands the numbers and holds the team accountable to them.
• AFSS & compliance — oversee all AFSS obligations, including inspection schedules, Annual Fire Safety Statements, licence and certification currency, and WHS requirements across the field team.
• Quoting & project management — scope and price reactive and project work. Manage installation and project jobs from award through to completion, coordinating technicians, subcontractors, and client access requirements.
• Reporting — weekly operational update to the Director. Clear escalation of decisions that require Director input. Proactive communication when issues arise — no surprises.

3.2 Team Structure
 
Role: Team Leader(s)
Reports to: Service Manager 
Notes: Senior Field Technicians leading job-level workflow
 
Role: Field Technicians
Reports to: Team Leader / SM
Notes: HVAC qualified; mix of PPM and reactive work
 
Role: Service Coordinators
Reports to: Service Manager
Notes: Scheduling, client communication, dispatch, AroFlo admin, POs
 
3.3 What the Role Is Not

• This is not a tools role — the SM does not go on the tools to cover field gaps
• The offshore coordinator handles scheduling and admin — the SM oversees and directs, not does
• The coordination team handles scheduling and admin — the SM oversees and directs, not does
• This is not a role for someone who needs to own everything personally — the ability to delegate and trust the team is essential
• This is not a purely reactive role — the SM is expected to plan ahead, identify problems early, and drive continuous improvement

4. Candidate Profile
 
4.1 Must Haves

• Demonstrated experience building or restructuring a service department — not just inheriting and maintaining one
• Track record of defining roles, implementing systems, and creating accountability frameworks in a field service or trades environment
• Proven background as a Service Manager, Operations Manager, or equivalent in HVAC, fire services, or a comparable trades business
• Strong working knowledge of AroFlo or a comparable field service management platform — able to drive adoption and hold the team accountable to system use
• Commercially minded — understands job margins, cost control, subcontractor management, and the link between operational discipline and profitability
• Experienced people leader — able to develop team leaders, coach coordinators, and build a team that performs independently
• Strong client relationship skills — confident managing escalations, holding difficult conversations, and retaining key accounts
• Experienced in quoting reactive and project work — comfortable scoping, pricing, and managing jobs through to completion
• Sydney-based, with the ability to be present on-site regularly

4.2 Highly Regarded

• HVAC trade qualification or strong technical understanding of commercial HVAC systems
• Direct experience with AFSS compliance obligations and Annual Fire Safety Statement management
• Experience managing a coordination team across multiple functions (scheduling, admin, client comms)
• Employment Hero or comparable HRIS platform experience
• Experience managing subcontractor relationships and coordinating installation or project work

4.3 Deal Breakers

• Candidates who have only ever managed a stable, established team with no experience of building, restructuring, or leading through change
• Candidates who describe their management style as "hands-on everything" or who cannot clearly articulate what they delegate
• Candidates without direct field service or trades industry experience
• Candidates who have not managed a team of more than 2-3 people
• Candidates who cannot demonstrate commercial awareness — no understanding of job margins, cost control, or operational KPIs

5. Recruitment Process

First interview with Director and senior-level team member (remote/via MS Teams). Behavioural questions, role overview and candidate Q&A.
 
Second interview with Director in Sydney (if available) or second Teams session with a minimum of two reference checks completed. At least one reference from a direct manager from a trades or field service environment.
 
Letter of Offer and Contract prepared by Director.
 
Start date target is within 4 weeks of being submitted.

Why CSA Recruitment

Craig Andresen has been a professional Recruitment Consultant since 2006 and has been deeply embedded in the Australian Commercial HVAC industry since 2012, so he's exceptionally well-positioned to assist you with your next career move.

If you would like to contact Craig Andresen regarding this role or anything else that may suit your skills & experience, please feel free to do so by following the details below:

craig@csarecruitment.com.au
0414 909 802
www.csarecruitment.com.au

Rest assured that CSA Recruitment treats all applications with the strictest confidence.

Please note that we are only accepting applications from candidates currently residing in Australia who possess the relevant skills & experience required.

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