Job Description

Posted 3 days ago

Our client is seeking an experienced and results-driven Operations Director to lead the field operations of a growing HVAC service and installation company. This senior leadership position is responsible for turning company goals into measurable results by ensuring technicians, installers, field leaders, and scheduling teams have the people, processes, training, equipment, and accountability needed to succeed.

The ideal candidate combines strong HVAC industry knowledge with proven leadership and business management skills. This role requires someone who can develop employees, improve productivity, maintain exceptional quality and safety standards, and understand how daily operational decisions impact profitability and the customer experience.

Compensation:

• $90,000–$115,000+ annually DOQ
• Full-Time Leadership Position
• Compensation dependent upon HVAC, operational, and management experience

Position Overview

As the Operations Director, you will lead the company’s operational engine, overseeing field performance across service and installation operations.

You’ll be accountable for technician productivity, scheduling and capacity utilization, labor efficiency, gross profit, installation quality, callbacks, customer satisfaction, safety, fleet and equipment management, and employee development.

Working closely with the General Manager/Owner, you’ll establish performance expectations, monitor results, develop field leaders, and implement systems that allow the company to continue growing without sacrificing quality or customer service.

Key Responsibilities

Field Operations Leadership

• Lead daily HVAC service and installation operations
• Establish clear performance expectations for technicians, installers, and field leaders
• Monitor daily, weekly, and monthly operational performance
• Identify and address performance issues before they negatively impact the business
• Ensure field employees have the tools, equipment, materials, vehicles, and information needed to succeed
• Improve communication and coordination between office and field teams
• Develop consistent processes and procedures that support continued growth

Service & Technician Performance

• Monitor technician productivity, efficiency, billable hours, average ticket, and revenue performance
• Track gross profit, callbacks, customer satisfaction, and documentation accuracy
• Conduct performance reviews and develop improvement plans when needed
• Coach technicians and field leaders to improve technical and professional performance
• Maintain accountability for timekeeping, vehicle inventory, and company standards

Installation Operations

• Oversee installation scheduling and crew utilization
• Monitor installation labor efficiency and profitability
• Ensure materials and equipment are properly coordinated before projects begin
• Establish quality-control and inspection procedures
• Monitor permits, change orders, warranties, and callbacks
• Ensure installations are completed accurately, efficiently, and to company standards

Scheduling & Capacity

• Work with dispatch and scheduling leadership to maximize available field capacity
• Improve technician utilization and geographic routing
• Manage schedule gaps, cancellations, emergency calls, and after-hours operations
• Maintain appropriate staffing levels
• Balance customer response times, profitability, and sustainable employee workloads

Quality & Customer Experience

• Establish service and installation quality standards
• Monitor customer complaints and callbacks
• Conduct job audits, inspections, and technician ride-alongs
• Identify recurring problems and implement corrective action
• Perform root-cause analysis on callbacks and rework
• Partner with office leadership to resolve difficult customer situations

Safety, Fleet & Equipment

• Maintain operational compliance with OSHA and company safety requirements
• Conduct and document safety meetings and training
• Ensure compliance with PPE, jobsite, vehicle, electrical, ladder, and lockout/tagout procedures
• Oversee accountability for company vehicles, tools, equipment, and inventory
• Monitor preventative maintenance and vehicle condition
• Reduce unnecessary material, inventory, and equipment losses

Employee Development & Leadership

• Oversee onboarding and field training
• Coach, mentor, and develop technicians and installers
• Conduct performance evaluations and corrective action as needed
• Identify and develop future field leaders
• Establish career-development opportunities for field employees
• Build a culture of accountability, continuous improvement, safety, and quality

Financial & Operational Performance

• Understand and monitor revenue, gross profit, gross margin, and labor costs
• Track labor efficiency, material costs, overtime, warranty expenses, and callback costs
• Monitor revenue and productivity by employee and vehicle
• Review operational financial reports regularly
• Develop and maintain KPI scorecards
• Provide leadership with regular reports on operational performance, challenges, and opportunities

Qualifications

• Significant HVAC service and/or installation industry experience
• Previous operations, field, or HVAC management experience
• Proven ability to lead and develop technicians, installers, and field leaders
• Strong understanding of residential HVAC service and installation operations
• Demonstrated knowledge of scheduling, dispatch, field productivity, and capacity management
• Understanding of gross margin, labor efficiency, job profitability, and operational financial metrics
• Strong knowledge of HVAC safety practices and applicable regulations
• Experience establishing performance standards and holding teams accountable
• Excellent leadership, communication, coaching, and problem-solving skills
• Strong organizational and time-management abilities
• Comfortable working with operational software, reporting systems, and performance dashboards
• ServiceTitan or similar field-service management software experience is highly desirable

What Success Looks Like

A successful Operations Director will create measurable improvements in:

• Technician and installer productivity
• Gross margin and labor efficiency
• Schedule utilization
• Installation quality
• Callback and rework reduction
• Customer satisfaction
• Safety compliance
• Employee training and development
• Fleet and equipment accountability
• Operational consistency
• Communication between office and field teams

Most importantly, the Operations Director will create an operational structure capable of supporting continued company growth without sacrificing quality, profitability, employee development, or customer service.

Why Join Our Client?

This is an opportunity to take a true leadership role in a growing HVAC organization. Rather than simply managing today’s schedule, you’ll help shape how the company’s entire field operation performs.

You’ll have the opportunity to develop people, improve systems, increase profitability, strengthen the customer experience, and build an operation capable of supporting the company’s next stage of growth.

Apply Today!

If you’re an experienced HVAC leader who understands both the technical and business sides of field operations and knows how to turn expectations into measurable results, apply today for the Operations Director position.

Apply here

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