Director of Service

Upchurch•Horn Lake, MS

44d

About The Position

The Director of Service is responsible for the leadership, management, and financial performance of the Service Division. This role oversees daily operations, ensures delivery of high-quality commercial and industrial plumbing and HVAC services, and drives branch growth through customer satisfaction, operational excellence, and financial accountability. The Director provides strong leadership and acts as the key representative of the Service Division within the branch’s market area.

Requirements

Bachelor’s degree in Business, Mechanical Engineering, Construction Management, or related field (preferred).
7+ years of progressive leadership experience in commercial or industrial HVAC and plumbing projects.
Proven success in leading branch or regional service operations with P&L responsibility.
Strong knowledge of service operations, preventive maintenance agreements, and service project management.
Excellent communication, negotiation, and decision-making skills.
Proficiency with ERP/service management systems and Microsoft Office Suite.
Strong problem-solving ability and customer service orientation.
Ability to lead through influence and foster cross-functional collaboration.

Responsibilities

Direct all service operations within the branch, ensuring alignment with company policies and standards.
Lead and mentor branch service management, technical teams, and administrative staff.
Set clear expectations for performance, accountability, and customer satisfaction.
Serve as a visible leader in the branch, fostering teamwork and a positive work culture.
Achieve branch service revenue, gross margin, and EBITDA targets.
Monitor financial performance and implement corrective actions to address variances.
Control branch operating expenses while maximizing workforce utilization.
Support business development efforts, particularly in preventive maintenance agreements and local service projects
Oversee scheduling, dispatching, and completion of service work to ensure customer commitments are met.
Maintain efficient use of manpower, tools, and equipment.
Ensure branch operations comply with safety standards, regulatory requirements, and company procedures.
Monitor ERP systems and reporting tools to ensure accuracy in job costing, labor tracking, and billing.
Recruit, train, and retain qualified branch service personnel.
Develop future leaders by providing mentoring, coaching, and professional growth opportunities.
Conduct regular performance evaluations and address performance issues promptly
Promote a culture of safety, accountability, professionalism, and continuous improvement.
Engage with employees to improve retention and build long-term team stability.
Build and maintain strong relationships with branch-level clients, contractors, and vendors.
Act as the primary point of escalation for branch service customers.
Drive growth in preventive maintenance contracts, retrofit work, and emergency service response.
Represent the company in the local business community and industry organizations.
Conduct personal site inspections to promote safe work practices and regulatory compliance.
Enforce company safety policies and ensure proper documentation is submitted.
Collaborate with the Safety Department to investigate incidents and improve safety programs.
Contribute to company-wide strategic initiatives, particularly in areas of service delivery, scalability, and client growth