Director of Service Operations

Comfort Systems USA Ohio•Cincinnati, OH

9d•Onsite

About The Position

Comfort Systems USA Ohio is seeking an experienced Director of Service Operations to lead its Cincinnati commercial HVAC Service business and develop the next generation of service leaders. The Director is responsible for the operational and financial performance of the Service business while coaching and developing a leadership team. The role provides strategic and operational leadership for service delivery, including dispatch, scheduling, technician utilization, field operations, purchasing, job closeout, billing, and customer support. It drives performance across service revenue, gross margin, labor productivity, backlog, forecasting, and profitability; establishes operational expectations and accountability; and aligns workforce plans with customer demand and business growth. The Director partners with Service Sales and Safety leadership, builds key customer relationships, and stays connected to field operations. The Director coaches service managers, supervisors, and emerging leaders, helping technically experienced employees grow into operational and people leadership roles. The role also uses financial and operational data to guide decisions, improves processes and collaboration across field operations, office teams, and Service Sales, and builds leadership depth and operational consistency for the organization’s long-term success.

Requirements

7+ years of progressive leadership experience in commercial HVAC or mechanical service operations.
Strong understanding of commercial HVAC service operations, including preventive maintenance agreements, repairs, dispatch, scheduling, technician productivity, and customer service.
Experience leading both field and office-based service teams.
Demonstrated experience managing P&L performance, budgets, forecasting, labor planning, gross margin, and operational KPIs.
Proven ability to coach, mentor, and develop service managers, supervisors, and emerging leaders.
Experience supporting technicians or other technical professionals as they transition into management or operational leadership roles.
Strong business judgment, financial acumen, communication, and problem-solving skills.
Ability to balance strategic leadership with a practical understanding of day-to-day service operations.
Bachelor's degree in Business, Construction Management, Engineering, or a related field, or equivalent industry experience.

Nice To Haves

Experience with a commercial mechanical contractor or multi-trade service organization.

Responsibilities

Provide strategic and operational leadership for the Cincinnati commercial HVAC Service business.
Oversee service delivery, including dispatch, scheduling, technician utilization, field operations, purchasing, job closeout, billing, and customer support.
Drive service revenue, gross margin, labor productivity, backlog, forecasting, and overall profitability.
Establish operational expectations, performance measures, and accountability across the service organization.
Develop workforce plans that align technician capacity with customer demand and business growth.
Partner with Service Sales on maintenance agreements, repair opportunities, quoted work, customer retention, and account growth.
Stay connected to field operations and the challenges facing technicians, service managers, and customers.
Build relationships with key customers and lead resolution of complex service and operational challenges.
Partner with Safety leadership to reinforce safe work practices and a strong safety culture.
Coach and mentor service managers, supervisors, and emerging leaders.
Help technically experienced employees transition into operational and people leadership roles.
Strengthen leadership capabilities in people management, communication, delegation, accountability, financial decision-making, customer relationships, and operational planning.
Help managers develop judgment and confidence, and transition from personally solving problems to developing teams and driving results through others.
Provide consistent coaching, feedback, and development to strengthen leadership effectiveness.
Create an environment where leaders are supported, empowered to make decisions, and accountable for results.
Identify opportunities to improve operational efficiency, service delivery, customer satisfaction, and profitability.
Use financial and operational data to guide business decisions and improve leadership-team understanding of performance.
Improve processes, communication, and collaboration between field operations, office teams, and Service Sales.
Foster trust, accountability, teamwork, continuous improvement, and employee development.
Build leadership depth and operational consistency to support the long-term success of the Service organization.