Service Vice President
The Vice President of Service Operations is a senior leadership role responsible for driving profitable growth, operational excellence, and customer satisfaction across a decentralized HVAC/mechanical service organization. This leader partners closely with local operating company presidents and service leaders to strengthen service execution while preserving entrepreneurial autonomy at the branch level.
The VP of Service will establish best practices, develop talent, and align service strategy with overall company goals—without disrupting the decentralized culture that fuels local accountability and customer intimacy.
Key Responsibilities
Strategic Leadership
Develop and execute a scalable service strategy aligned with company growth, margin, and customer retention objectives
Serve as a trusted advisor to operating company leadership on service operations, pricing, and market expansion
Balance enterprise-level consistency with local decision-making authority
Operational Excellence
Improve service profitability through labor productivity, pricing discipline, dispatch efficiency, and contract optimization
Establish and track KPIs (gross margin, technician utilization, backlog, first-time fix rate, customer satisfaction, etc.)
Identify operational gaps and implement best practices across decentralized locations
Financial Performance
Own service P&L performance in partnership with local leadership
Support budgeting, forecasting, and long-term planning for service operations
Drive recurring revenue growth through maintenance agreements and service contracts
Talent & Leadership Development
Mentor and develop Service Managers, Directors, and future leaders
Support recruiting, onboarding, and retention of top service talent
Promote a culture of accountability, safety, and continuous improvement
Customer & Market Focus
Champion customer experience and long-term relationship building
Support key account strategy and escalation resolution when needed
Monitor market trends, competitive dynamics, and service innovations
Safety & Compliance
Reinforce safety-first culture across all service operations
Ensure compliance with regulatory, licensing, and company standards
Required Qualifications
Bachelor’s degree in Engineering, Business, Construction Management, or related field (or equivalent experience)
10+ years of progressive leadership experience in HVAC, mechanical contracting, or related service-driven construction industry
Proven success leading service operations within a decentralized or multi-branch organization
Strong financial acumen with demonstrated P&L ownership
Experience scaling service revenue and improving margins
