The Vice President of Service (VP of Service) is responsible for leading and overseeing the Service Department’s operations, ensuring exceptional customer service, operational efficiency, and profitability. This role requires strategic leadership, technical expertise, and a results-driven approach to managing service operations, personnel, and customer relations. The VP of Service will develop and execute service strategies, maintain high-quality standards, and ensure alignment with the company’s business objectives.

• To act as the department head of the Service Department.
• To Assure Quality Control, and Scheduling
• The VP of Service is responsible for motivating, directing, and evaluating the technicians
• The VP of Service will estimate and bid smaller jobs

REPORTING RELATIONSHIP

The VP of Service reports directly to the Vice President and collaborates closely with accounting, operations, sales, and other key departments. Direct Reports

• All Service Technicians
• Service and Parts Coordinator
• Other Service Department Staff as needed

REQUIREMENTS

To perform this job successfully, an individual must be able to complete all areas outlined for this position in a satisfactory manner. Listed below are representative of the knowledge, skills, and/or abilities necessary to meet the minimum job requirements.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• A leader and role model with a proven track record of success who has the ability and skills to mold and to motivate a team of dedicated managers and employees.
• An out-going person who is comfortable meeting people in unfamiliar situations or locations.
• An individual who can inspire trust and put others at ease.

EDUCATION

• Required: High school diploma or equivalent
• Preferred: Bachelor’s degree in Business Administration, Engineering, or a related field; trade or vocational school degree in Refrigeration.

LICENSING/REGISTRATION/CERTIFICATION

• Required: Valid Driver’s License
• RETA Certification or equivalent technical training is preferred

EXPERIENCE

• Required: 5+ years of experience in refrigeration service management or a related field.
• Preferred: 10+ years of leadership experience with P&L responsibility, preferably in service operations, construction, or industrial refrigeration.

SKILLS, KNOWLEDGE, AND ABILITIES

• Strong leadership and managerial skills to inspire, guide, and develop teams.
• Technical expertise in refrigeration systems, service operations, and industry standards.
• Ability to read blueprints, specs, and technical documents.
• Proficiency in financial management, including budgeting, forecasting, and reporting.
• Strong customer service and public relations skills.
• Ability to effectively negotiate contracts, pricing, and service agreements.
• Process improvement mindset with a focus on operational efficiency.
• Proficiency in Microsoft Office, QuickBooks, and service management software.

PHYSICAL

• The physical demands described here are representative of those that must be met by the employee to successfully perform the essential functions of this job.
• BODY POSITIONS: While performing the duties of this job, the employee is regularly required to sit, stand and/or walk, climb ladders for prolonged periods of time. He/she will also be required to talk and/or listen for prolonged periods of time, both on the telephone and/or face to face.
• BODY MOVEMENTS: The employee must have a full range of body movements including use of hands to finger, handle, or feel objects, tools, and equipment; and the ability to bend, reach, stretch, crouch, crawl, kneel, and/or climb.
• BODY SENSES: Must have command of all five senses, sight, hearing, touch, smell and taste. Specific vision abilities required include close vision, depth perception, and the ability to adjust focus. These vision requirements in each area must be sufficient to shift in focus from plans to jobsite and depth perception.
• STRENGTH: Must have the ability to lift 50 pounds with regularity and up to 100 pounds on occasion.

WORKING CONDITIONS

• The noise level in the work environment is usually moderate, but can be higher in the outdoors and at jobsites
• This position will be working primarily in an office environment, but also at jobsites, both indoors and outdoors, but also requires the employee to be in the Company office for various meetings. From this movement, the employee will encounter varying temperatures. The normal auto travel hazards will apply. Travel will be in all types of weather including heavy rain and below freezing temperatures with snow conditions.
• The employee may be exposed to work near moving parts and/or machinery at jobsites.

AUTHORITY

The VP of Service is authorized to take any reasonable action necessary to carry out the responsibilities assigned so long as such action does not deviate from established corporate policy and is consistent with sound business judgment.

DUTIES & RESPONSIBILITIES

The duties and responsibilities of the VP of Service include, but are not limited to:

Leadership & Strategic Planning

• Formulate and implement service business plans, goals, and objectives aligned with company strategy.
• Develop service policies and procedures that enhance efficiency and customer satisfaction.
• Ensure the service team meets or exceeds established performance, financial, and quality metrics.
• Provide leadership, coaching, and mentoring to service teams to enhance their technical and customer service capabilities.

Operations & Service Management

• Oversee service department activities, ensuring timely scheduling, dispatching, and fulfillment of work orders.
• Monitor service projects, ensuring quality control, adherence to safety standards, and compliance with regulatory requirements.
• Maintain a zero-accident safety culture by enforcing workplace safety policies and conducting training.
• Implement best practices to improve service department operations and maximize profitability.
• Lead process improvements to enhance efficiency, productivity, and service delivery.
• Maintain and develop a library of service blueprints, operating manuals, procedures, and documentation.

Financial & Business Performance

• Manage service department P&L (Profit & Loss), ensuring revenue and profit targets are met.
• Oversee budgeting, pricing strategies, estimating, and bidding for service projects.
• Analyze monthly financial reports, identify improvement opportunities, and implement corrective actions as needed.
• Work closely with sales and operations to optimize service offerings and revenue streams.

Customer Relations & Business Development

• Ensure high levels of customer satisfaction through timely, effective service solutions.
• Develop and maintain strong relationships with key customers, vendors, and industry partners.
• Address and resolve customer complaints promptly and professionally.
• Identify opportunities to expand service offerings and drive business growth.

Talent Development & Team Management

• Supervise, train, and evaluate service technicians and staff to ensure skill development and adherence to service standards.
• Establish clear performance expectations and conduct annual performance reviews.
• Promote a culture of continuous learning and ensure all team members are up-to-date with industry standards and best practices.
• Ensure appropriate staffing levels to meet service demands and future business growth.

PERFORMANCE MEASURES

The VP of Service shall be deemed to be performing in an acceptable manner when he following have been accomplished:

• Staying within or below the established budgeted project expenses.
• Meets or betters established deadlines and schedules, and CONSTANTLY STRIVING FOR TOTAL CUSTOMER SATISFACTION
• Assigned projects are being operated in an ethical and prudent manner.
• Supports the Company with accurate and timely information and reports.
• All federal, state, and local safety laws and ordinances are being observed on assigned projects and any required documents or forms are processed and filed as required.
• Successfully manage the responsibilities involved in assigned including but not limited to delivery of materials, and adherence to schedule, plans and specifications.
• All employees reporting to the VP or Service have been properly trained and instructions given in a clear manner and are understood.
• A perception that the Company is functioning as a team and morale is high.
• Each employee reporting to him/her have had at least one performance evaluations and reviews within the past year.
• Customer satisfaction is equal to or higher than historical levels.
• Meeting or exceeding profit goals through productivity and meeting inside sales goals of the Company.