VP of Service

ABOUT US
Established in 1985, Comfort Temp Company has built a reputation in Florida for professional, high-performance mechanical solutions and a values-driven culture.
The Comfort Temp family of companies shares a unified mission and core values: do what you say, do what it takes, do it with purpose, and do the right thing.
POSITION SUMMARY
The Vice President of Services leads Comfort Temps HVAC and Plumbing service division across Gainesville, Jacksonville, Orlando, and Tampa and is a key executive leader for building new markets where the company does not yet have an established service presence. This role owns strategy and execution for service growth, operational consistency, customer experience, technician performance, and profitability across all service branches.

The VP of Services is both a visionary and an operator: setting direction, building leaders, standardizing how service is delivered, and ensuring results through clear KPIs, operating cadence, and accountability.
REPORTING RELATIONSHIPS

Reports to:

CEO
Direct reports (typical):
Service General Manager or Service Operations Directors (by market), HVAC Service Managers, Plumbing Service Managers, Dispatch/CSR leadership, Service Sales/Maintenance Agreement leadership, Training/QA leader (where applicable)
CORE OUTCOMES (WHAT SUCCESS LOOKS LIKE)

Predictable service growth in established markets (Gainesville, Jacksonville) and scalable launches in new markets

Consistent customer experience and reputation across all branches (measurable, coached, audited)

Strong service fundamentals: capacity planning, dispatch efficiency, first-time fix, quality, and low callbacks

Healthy division profitability with disciplined KPI management, pricing integrity, and strong cash discipline

Built bench of service leaders and technicians through recruiting partnership, training, and accountability

KEY RESPONSIBILITIES

Strategic leadership and market expansion
Own the service division strategy across all Florida markets; translate company goals into branch-level operating plans and KPIs.
Build and execute market-entry plans for locations without current service presence (branch launch playbooks, hiring plans, fleet/tools readiness, vendor partners, marketing alignment).
Partner with executive leadership on market strategy, capacity planning, and expansion sequencing.

Service operations excellence (HVAC + Plumbing)
Standardize service delivery across markets: call intake, dispatch, field workflows, quoting, job closure, warranty handling, and customer follow-up.
Drive branch consistency in scheduling discipline, after-hours coverage, technician utilization, route efficiency, and capacity forecasting.
Establish an operating cadence of reviews (weekly scorecards, monthly business reviews, quarterly planning) with clear accountability.

Financial ownership and KPI-driven performance
Own the HVAC and Plumbing service division P&L protect margin through pricing discipline, productivity management, and cost controls.
Implement and manage dashboards for service KPIs, including: call booking rate, lead-to-sold conversion, average ticket, maintenance agreement growth/renewals, first-time fix rate, callback rate, gross margin, and AR/cash performance.
Partner with finance and leadership on forecasting, budgeting, and investment decisions (fleet, tools, training, headcount, systems).

People leadership, recruiting partnership, and training culture
Lead, mentor, and develop service leaders across all markets; set expectations, coach performance, and build a promo table bench.
Partner with Recruiting and HR to forecast hiring needs and build proactive pipelines for techs, plumbers, dispatch/CSR, and service leadership.
Build a training and QA cadence that drives technical excellence, consistent quoting, strong customer communication, and safe work practices.

Customer experience, brand, and stakeholder management
Own service customer experience and reputation management across markets; implement consistent standards for communication, updates, and issue resolution.
Serve as executive escalation point for high-impact service failures, repeat callbacks, or customer disputes; ensure root-cause correction and sustained improvement.
Strengthen relationships with key vendors, manufacturers, and strategic partners; negotiate where needed to protect cost and service quality.

Safety, quality, and compliance
Champion and enforce company safety standards and compliance expectations across service operations.
Implement quality controls that reduce callbacks, warranty cost, and customer dissatisfaction; audit performance and close corrective actions.

REQUIREMENTS AND QUALIFICATIONS Education
Bachelors degree in Business, Operations, or related field preferred (equivalent experience acceptable) Experience
12+ years of progressive leadership in HVAC and/or plumbing service operations
5+ years in senior multi-branch leadership with P&L ownership
Demonstrated success scaling service operations, improving conversion and margins, and…