Job Title: HVAC Service Director
Summary:
The Director of Service will be instrumental in shaping our success. This individual will lead, recruit, and coordinate our Service Groups and Operations and Maintenance teams, ensuring efficient operations and driving positive business outcomes. Passion for innovation and strategic thinking will be essential in implementing initiatives that enhance our project delivery and overall performance.
Duties and Responsibilities:
- Direct oversight of all service operations (Field Service Technicians, District Service Managers, operations leaders, Customer Support teams, Service Dispatch, and Operations & Maintenance General Managers) to achieve the overall annual revenue and profit goals.
- Develop and implement KPIs that improve key processes and ensure customer satisfaction.
- Develop customer satisfaction metrics for use in recognizing team members and improvement.
- Establish quality assurance and quality control processes.
- Oversee the service agreement renewal process to maintain a 90%+ service agreement renewal rate.
- Foster a collaborative communication culture that promotes team building, knowledge sharing, and operational efficiency.
- Coordinate with Human Resources to develop effective recruitment, retention, and employee development plans.
- Use the existing technician assessment tool to establish an annual training plan for the field.
- Manage department budget and implement strategies for margin enhancement.
- Develop growth strategies for the department in collaboration with Division and Branch Managers.
Required Skills:
- Excellent rapport building skills that with individuals across all business levels.
- Strong written and verbal communication skills that display a high level of professionalism and confidence.
- Strong problem-solving skills.
- Ability to maintain a high level of professionalism and think critically in high pressure situations.
- Ability to multitask through prioritization and organizational skills.
- High sense of urgency and keen attention to detail.
- Proficiency in Microsoft Suites (especially Excel, Word, Outlook, and Teams).
Required Experience and Education:
- Minimum of 10 years of experience in the HVAC industry.
- Progressive leadership experience in Facilities Service or Construction Industry.
- Bachelor of Science level degree preferred.
