Director of Service Operations

Comfort Systems USA Ohio•Cincinnati, OH

4d•Onsite

About The Position

Comfort Systems USA Ohio is seeking an experienced Director of Service Operations to lead the operational performance of our commercial HVAC Service business in Cincinnati. This leadership role is responsible for the day-to-day execution, financial performance, customer experience, and development of the Service organization. The Director provides leadership and direction to the Service Manager, who leads field technicians, and the Service Administration Manager, who oversees dispatch, scheduling, customer support, billing readiness, and administrative operations. Working closely with the Service Sales Manager and other business leaders, the Director will ensure customer commitments are met, resources are aligned with demand, and service operations support profitable growth. This opportunity is well suited for an experienced commercial HVAC service leader who understands both the field and business sides of service operations and enjoys developing people, improving processes, and solving operational challenges.

Requirements

Bachelor's degree in Business, Construction Management, Engineering, Mechanical Systems, or a related field, or equivalent industry experience.
Minimum of 7 years of progressive leadership experience in commercial HVAC or mechanical service operations.
Demonstrated experience leading both field and office service operations.
Strong understanding of commercial HVAC service, preventative maintenance agreements, repair operations, scheduling, dispatch, and customer support.
Experience managing departmental budgets, forecasting, P&L performance, labor planning, and operational KPIs.
Proven ability to lead managers, develop employees, manage performance, and build effective teams.
Strong financial and operational judgment with experience using data to identify issues and make informed business decisions.
Excellent communication, customer relationship, coaching, conflict resolution, and organizational skills.

Nice To Haves

Experience with a commercial mechanical contractor or multi-trade service organization is preferred.
Knowledge of building automation systems, integrated building services, ERP systems, or field service management platforms is helpful but not required.

Responsibilities

Lead the overall execution and performance of the commercial HVAC Service department, with accountability for safe, efficient, customer-focused, and profitable operations.
Provide leadership, coaching, and direction to the Service Manager and Service Administration Manager while establishing clear expectations and accountability for results.
Oversee the coordination of field operations, dispatch, scheduling, customer communication, purchasing, billing readiness, and administrative support.
Manage departmental financial performance, including budgets, forecasts, labor productivity, utilization, overtime, gross margin, backlog, work-in-progress, and service agreement profitability.
Partner with the Service Sales Manager to ensure service agreements, repairs, quoted work, emergency service, warranty work, and customer commitments are executed effectively.
Evaluate staffing levels, workload, and operational capacity to ensure resources are aligned with customer demand and business needs.
Use operational data and KPIs to identify performance trends, address challenges, and improve productivity, profitability, and service delivery.
Develop and improve processes that strengthen scheduling, technician productivity, communication, job closeout, billing readiness, and overall customer experience.
Serve as a leadership escalation point for significant customer concerns and operational issues while supporting long-term customer relationships.
Build a strong culture of safety, accountability, teamwork, and employee development in partnership with Safety, HR, Sales, Accounting, and executive leadership.