Training and Development Manager

Service Performance & Training Manager

Sila Services | Sila Boston

Location: Stoneham, MA (On-site/Field-Based)

Employment Type: Full-Time

Compensation: $80,000 - $120,000 plus bons opportunities and weekly pay!

Sila Services is looking for an experienced Service Performance & Training Manager to help develop our HVAC and plumbing service teams in the Boston market.

We're looking for someone who loves coaching people, understands the residential home services business, and knows how to help technicians become more confident and successful in the field.

This isn't a traditional classroom training position. We need someone who can get out in the field, work alongside our technicians and service managers, and make a real difference in how we serve our customers and grow our business.

What You'll Do

• Coach and develop HVAC and plumbing service technicians to improve sales performance, customer communication, and overall service delivery.

• Conduct regular ride-alongs to observe service calls, provide feedback, and identify coaching opportunities.

• Train technicians on presenting repair and replacement options, building customer trust, and communicating the value of recommended solutions.

• Partner with service managers to improve team performance, accountability, and consistency.

• Develop and deliver engaging, hands-on training programs, both individually and in group settings.

• Help technicians improve average tickets, conversion rates, membership opportunities, and overall revenue performance.

• Use service performance metrics to identify opportunities for improvement and measure training effectiveness.

• Coach service managers on leadership, technician development, and performance management.

• Support onboarding and ongoing development of new service technicians.

• Reinforce a customer-first approach that balances sales performance with honesty, quality workmanship, and excellent service.

What We're Looking For

• 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, including average ticket, close rates, revenue per technician, and service agreements.

• Comfortable conducting ride-alongs, providing direct feedback, and working closely with field teams.

• Excellent communication skills and the ability to connect with technicians at all experience levels.

• A hands-on coaching style with the ability to motivate, develop, and hold teams accountable.

• Experience with Service Titan or similar field service management software preferred.

• Experience with Nexstar Network, Blue Collar Success Group, Service Nation, BDR, or similar training organizations is a plus.

Location Requirements

This position supports our Sila Boston operations and requires regular in-person interaction with technicians and service managers.

Candidates must live in Stoneham, MA, or the surrounding area and be able to regularly report to our Stoneham location.

What Success Looks Like

• Technicians are 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.

Why Sila Services?

Sila Services is a growing family of residential HVAC, plumbing, and electrical businesses committed to delivering exceptional service while investing in our people.