Executive Vice President of Service

RHH202311

HVAC

THE COMPANY

Our client is a growing public company and wholly owned subsidiary of one of the largest global multi-billion mechanical, electrical, and plumbing (MEP) contractors in the commercial market space. Headquartered in Ohio with 70+ years of service operation experience in the tri state area, our client is the region’s largest contractor servicing Ohio, Kentucky and Indiana. With 1,200+ employees with 800 fleet service vehicles, this is a family-oriented environment with a long tenured high performing culture committed to core values such as integrity, customer service and a knowledgeable culture laser focused on solutions.

THE OPPORTUNITY

Our client is seeking a hands-on leader that will play an integral part in moving the company forward and ensuring the delivery of exceptional service to customers. This leader will oversee the strategic planning, development, and execution of service initiatives, while leading a highly technical team of service professionals to achieve operational excellence and supreme customer satisfaction. The responsibilities will be broad and include managing all service operations through internal department heads. The successful candidate must have an entrepreneurial mindset with a servant leadership approach to management. The Executive Vice President (EVP) of Service will be results-driven, solutions minded and capable of managing operational processes that ensure the organization’s continued success.

This position reports to the President & Chief Executive Officer with five (5) direct reports

JOB DEFINITION

As the company’s service business is poised for continued growth, they look to the VP of Service to expand their service business significantly over the next several years. The successful candidate will be instrumental in the growth of the service business, and help to build and maintain a cohesive, supportive and aligned culture. A critical success factor for the EVP of Service is to have a strong financial acumen with the ability to make sound decisions and drive positive results within the organization. The ideal candidate’s background is in HVAC, and/or Facility Services Management within the trades industry.

SKILLS

Summary of Key Responsibilities:

This critical position will be responsible for leading and managing a dynamic team, and effectively working cross functionally with other departments while managing growth and influencing change to modernize the business.

Motivational leader skilled at establishing, evaluating and inspiring a team. Must be a proactive strategic thinker, active listener and highly approachable.
Develop and implement policies, procedures, and metrics to drive accountability of staff.
Consensus builder and solutions driven; help remove any obstacles and barriers that the team is facing and assist with keeping the team on track.
Establish and maintain strong relationships with key customers, acting as a point of escalation for critical service issues and ensuring timely resolution.
Routinely and systematically evaluate overall service operational results and reports out the results.

Leadership and Management:

Drive a culture of continuous improvement, encouraging feedback, and implementing process enhancements to streamline service operations and maximize efficiency.
Partners and maintains effective communications with internal and external service operations to solve problems in an effective manner.
Develop and implement a comprehensive service strategy aligned with the company’s goals and objectives. Ensures all department heads are fully informed of operational objectives.
Full P/L Responsibility for the Service Division. Provide financial analysis to identify continuous growth and efficiency opportunities.
Foster a customer-centric culture within the organization, promoting a strong focus on customer satisfaction, loyalty, and retention.
Define service standards and ensure their consistent implementation across all customer touchpoints.
Improve succession planning across all departments. Lead and inspire a team of service managers and professionals, providing guidance, coaching, and mentoring to drive high performance and employee development.
Collaborate with cross-functional teams to identify service improvement opportunities, develop action plans, and drive initiatives to enhance the overall customer experience.
Establish key performance indicators (KPIs) and metrics to monitor service performance, analyze data, and provide insights to inform decision-making and continuous improvement efforts.
Develop and manage the service budget, allocating resources effectively and optimizing costs while maintaining service quality.
Stay abreast of industry trends, best practices, and emerging technologies in service management, and recommend innovative solutions to enhance service delivery.
Collaborate with sales and marketing teams to develop service offerings, pricing models, and service-level agreements that align with customer needs and drive revenue growth.
Prepare regular reports and presentations for senior leadership, highlighting service performance, trends, and key initiatives.

BACKGROUND EXPERIENCE

12+ years in service management, with a focus on leading and transforming service operations.
10+ years’ work experience in HVAC highly preferred.
Proven track record as Executive Vice President, EVP of Service, VP of Service, VP of Service Operations, and/or VP/GM.
Entrepreneurial Operating System (EOS) experience is a plus but not required.
Multi-state, multi-location service operations experience is a must.
Stellar leadership abilities, with a track record of successfully managing and developing high-performing teams.
Supreme diplomat with exceptional communication and interpersonal skills, with the ability to build relationships and collaborate effectively with stakeholders at all levels.
Strong organizational and problem-solving skills, with the ability to drive change and implement process improvements.
Entrepreneurial flair, passion for business and must thrive in action packed growth environment.
Proven ability to demonstrate the highest level of integrity. Strong business acumen and financial management skills, with experience in budgeting and resource allocation.
Highly Analytical with the ability to leverage data and metrics to drive decision-making and optimize service performance. Union negotiations a plus.
Deep understanding of customer experience principles and methodologies, with a passion for delivering exceptional service.
Roll up your sleeves management style. Project management skills, with the ability to manage multiple initiatives and priorities simultaneously.
Knowledge of relevant industry regulations, compliance requirements, and quality standards.
ERP system implementation, and accounting/invoicing system upgrade experience a plus.

Education:

Bachelor’s degree in Business Administration, Engineering, or Management is preferred but not required. MBA/MS is desired but not required.

All inquiries should be emailed to:

nicole@hohauser.com

If you have these qualifications and are looking for a challenging career, please submit your Resume using the button below.