Regional Service Director

AIR Control Concepts•Minneapolis, MN

19d•$150,000 - $175,000•Hybrid

About The Position

The Regional Service Director – Midwest is responsible for strengthening, supporting, and advancing service operations across AIR Control Concepts’ Midwest Region. Based in Minneapolis at Midwest Mechanical Solutions, this leader will partner with operating company presidents, service leaders, and regional leadership to improve service performance, customer satisfaction, operational consistency, technician effectiveness, and profitable growth throughout the region. This is a hands-on, “roll-up-your-sleeves” leadership role. The Regional Service Director must be comfortable navigating complex service situations, determining the appropriate next steps, mobilizing the right resources, and driving issues to a timely and effective resolution. The position will support service operations involving sophisticated commercial HVAC systems and facilities, including laboratories, hospitals, and other complex environments. The Regional Service Director will help ensure that customers throughout the Midwest Region receive exceptional support after equipment is installed and remain confident in their relationship with their local AIR operating company. The Regional Service Director will respect and preserve the strengths and local identity of each operating company while identifying opportunities to share resources, standardize best practices, strengthen capabilities, and improve performance across the region.

Requirements

Post-secondary education in HVAC, mechanical systems, engineering, business, or a related field is preferred.
Significant experience in the commercial HVAC industry is required.
Minimum of 10 years of experience in a service organization, including progressively responsible leadership and personnel-management experience.
Experience leading or supporting service operations across multiple locations, branches, or business units is strongly preferred.
Experience within a manufacturer’s representative, commercial HVAC service provider, mechanical contractor, or related environment is preferred.
Demonstrated experience improving service operations, developing leaders, and managing complex customer or technical issues.
Strong commitment to customer service and the ability to build long-lasting, mutually beneficial customer relationships.
Deep technical knowledge of commercial HVAC equipment, systems, controls, and the manufacturers serving the market, including the ability to use diagnostic tools such as a voltmeter.
Strong understanding of service operations, including dispatch, technician utilization, field productivity, service agreements, warranty administration, job costing, and service profitability.
Proven ability to lead and influence across multiple operating companies while respecting local leadership, customer relationships, and operating cultures.
Ability to assess the strengths and needs of different service organizations and tailor support accordingly.
Strong coaching and leadership skills, with the ability to develop service managers and create accountability across geographically dispersed teams.
High level of initiative and a proactive, solution-oriented approach to problems.
Ability to identify and deploy the right individuals and resources based on the skills and strengths required for each situation.
Uses logic and sound judgment to evaluate alternative solutions, conclusions, and approaches to service-related issues.
Demonstrated ability to manage multiple priorities with strong organizational skills and attention to detail in a fast-paced environment.
Ability to operate effectively under pressure, meet tight deadlines, and work within the demands of active jobsites and complex customer environments.
Strong business and financial acumen, including the ability to interpret service financials, assess job profitability, and make informed operational decisions.
Strong written and verbal communication skills with employees, executives, customers, manufacturers, suppliers, and other external partners.
Energetic and positive leader who is conscientious, enthusiastic, articulate, collaborative, and professional.
Ability and willingness to travel regularly throughout the Midwest Region.
Must demonstrate AIR and MMS values, including being driven and self-motivated, maintaining a can-do attitude, acting as a team player, remaining customer-focused, doing what is right, and holding oneself and others accountable.

Responsibilities

Provide regional leadership, guidance, and support to service leaders and service teams across AIR’s Midwest operating companies.
Partner with operating company presidents, general managers, and service leaders to evaluate service operations and develop plans to improve performance, capacity, customer satisfaction, and profitability.
Lead, manage, and be accountable for regional service initiatives while supporting local service managers, dispatch teams, service technicians, and third-party service partners.
Serve as a coach and resource to local service leaders without unnecessarily disrupting the day-to-day authority and accountability of operating company leadership.
Assist service leaders with technician staffing, field productivity, tools and equipment, fleet needs, scheduling, training, performance management, and workforce planning.
Establish and track meaningful regional service metrics, including revenue, gross margin, backlog, technician utilization, billable hours, first-time resolution, callback rates, response times, and customer satisfaction.
Identify operational gaps and develop scalable processes, tools, and best practices that can be implemented appropriately across the region.
Support regional and key customer accounts by troubleshooting complex or escalated service issues.
Utilize internal, external, operating company, and manufacturer resources to develop solutions for equipment and system issues.
Confidently communicate with customers regarding equipment issues, recommended solutions, timelines, responsibilities, and expected outcomes.
Drive escalated service issues to resolution and ensure communication remains clear and consistent throughout the process.
Conduct analysis to determine how service-related costs should be allocated among the operating company, manufacturer, customer, or other responsible parties.
Develop strong relationships with key manufacturers, vendors, subcontractors, and third-party service partners throughout the region.
Identify opportunities for operating companies to share specialized technicians, technical expertise, training resources, tools, and third-party partnerships.
Support recruiting, onboarding, development, and retention strategies for service technicians and service leadership positions across the Midwest Region.
Help build technician career paths, leadership-development opportunities, and technical-training programs that strengthen the regional service workforce.
Support the integration of newly acquired operating companies by assessing service capabilities, identifying immediate needs, and helping connect new teams with regional resources and best practices.
Identify opportunities to expand service capabilities, recurring maintenance agreements, aftermarket support, and other profitable service offerings.
Participate in annual planning, budgeting, forecasting, and capital-planning activities related to regional service operations.
Maintain regular communication with regional and operating company leadership regarding service performance, risks, resource needs, and improvement opportunities.
Travel to operating companies, customer facilities, and active jobsites throughout the Midwest Region as needed.