Job Overview
We are seeking a highly skilled and experienced Senior Director / Vice President of Service to spearhead our HVAC support operations for home builders, commercial, and residential clients. In this pivotal role, you will report directly to the COO and will play a key role in shaping the future of our service operations, leading a dedicated team of HVAC professionals and support specialists focused on enhancing customer satisfaction and operational efficiency. This position demands a combination of strategic vision, technical expertise, and unwavering customer commitment.
Key Responsibilities
- Lead the enterprise support organization, ensuring that the needs of key clients are effectively addressed.
- Develop and cultivate trusted relationships with enterprise customers, representing their interests within the organization.
- Promote a customer-centric approach, ensuring prompt and effective resolution of all service-related inquiries.
- Formulate and oversee budgetary and scheduling considerations, providing regular updates to executive leadership.
- Recruit and develop a team of in-person HVAC trainers, emphasizing a passion for mentorship and education.
- Create and implement comprehensive training materials to support effective onboarding and training programs.
- Establish a scalable and cost-effective training initiative for new commercial HVAC teams.
- Develop a team of Level II phone support HVAC technicians, prioritizing clear and effective communication.
- Drive the development of a high-performance tech support call center, focusing on defined metrics and fostering a culture of excellence.
- Produce engaging online content, both written and video, to optimize support services and reduce operational costs.
- Analyze data related to support operations to identify and implement service improvement opportunities.
- Manage the existing field service team catering to residential customers, fostering productivity and efficiency.
- Consistently enhance the service team’s performance and profitability through improved processes.
- Champion a culture of high performance that supports individual and team development.
Required Skills
- Outstanding communication capabilities.
- Strong analytical and problem-solving skills.
- Leadership style centered around metrics and key performance indicators.
- Collaborative and team-oriented approach.
- Exceptional organizational skills.
Qualifications
- Bachelor’s degree in a relevant discipline (e.g., engineering, business).
- A minimum of 10 years’ experience in leading enterprise support teams.
- Technical knowledge of heat pump products or related technologies is essential.
- Demonstrated success in departmental leadership and strategic planning.
- Experience in environments characterized by rapid growth.
Career Growth Opportunities
This role presents significant opportunities for professional development, including the chance to mentor high-potential team members and shape the future of our service operations. You will be instrumental in building a robust training framework that fosters continuous learning and advancement.
Company Culture And Values
Our organization is committed to fostering a diverse and inclusive workplace where innovation thrives. We prioritize collaboration and sustainability, and our team consists of experts from an array of fields who share a common vision of transforming the HVAC industry.
Compensation And Benefits
We offer a competitive salary commensurate with experience, alongside a comprehensive benefits package that includes health, dental, and vision insurance, a 401(k) plan, stock/equity options, and paid time off.
Employment Type: Full-Time
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