Director of Service

The Director of Service is responsible for overseeing all service operations across multiple HVAC business units within the Southeastern Massachusetts and Rhode Island regions. This role drives consistency, operational efficiency, safety, technician performance, and customer satisfaction by standardizing service processes, improving productivity, and supporting local service teams. The Regional Service Manager partners closely with Installation Managers, Sales, Dispatch, and Operations leadership to ensure profitable, high-quality service delivery and long-term customer retention.

Essential Duties & Responsibilities include, but are not limited to:

• Oversee day-to-day service operations across multiple branches, ensuring alignment with company standards and performance expectations
• Drive consistency in service processes, dispatching, documentation, and customer experience across all business units
• Establish and enforce field service best practices, SOPs, and safety protocols
• Monitor and improve key performance indicators (KPIs) including technician productivity, average ticket value, maintenance agreement growth, first-time fix rate, callback rates, and gross margin
• Partner with ServiceTitan and operations teams to ensure accurate scheduling, invoicing, technician tracking, and service closeout processes
• Review service performance metrics, labor utilization, and operational reporting to identify risks and implement corrective actions
• Collaborate with Sales and Customer Service teams to support lead generation, customer retention, and service agreement growth
• Support workforce planning, including headcount forecasting, technician allocation, on-call scheduling, and subcontractor utilization
• Lead regular operational reviews with branch leadership to track performance and drive accountability
• Ensure compliance with all company safety standards, licensing requirements, and regional code regulations
• Standardize inventory management, truck stock processes, and parts procurement to reduce delays and improve efficiency
• Identify opportunities for continuous improvement, including process optimization, technology adoption, and workflow enhancements

Leadership & Team Development

• Provide direct leadership and guidance to Service Managers, Dispatch teams, and field technicians across multiple locations
• Coach and develop service leaders to improve technical skills, leadership capability, sales performance, and operational discipline
• Support hiring, onboarding, training, and performance management of service personnel
• Promote a culture of accountability, safety, customer service, and high performance across all teams
• Partner with apprenticeship and training programs to ensure proper development and supervision of junior technicians

Financial & Operational Oversight

• Own regional service P&L performance, including revenue, gross margin, labor efficiency, and maintenance agreement growth
• Ensure accurate service reporting, forecasting, invoicing, and revenue recognition practices
• Identify and address inefficiencies, excessive callbacks, warranty exposure, and operational cost overruns
• Support pricing strategy, service agreement structure, and labor rate alignment in partnership with leadership
• Monitor fleet utilization, overtime trends, and operational expenses to improve profitability

Customer & Stakeholder Management

• Ensure high levels of customer satisfaction through responsive communication, quality service delivery, and timely issue resolution

• Act as an escalation point for complex customer concerns or operational issues
• Coordinate with internal stakeholders (Installation, Controls, Engineering, Sales, and Customer Service teams) to deliver integrated solutions
• Support strategic customer relationships and key accounts across the region

Required Education and Experience:

• 7 years of experience in HVAC service operations, with multi-site or supervisory responsibility preferred
• Proven experience managing commercial and/or residential HVAC service teams
• Strong understanding of service operations, technician productivity, maintenance agreements, and operational KPIs
• Experience with ServiceTitan or similar field service management systems strongly preferred
• Proficiency in Microsoft Office, particularly Excel, Outlook, and Teams
• Working knowledge of regional codes, licensing, and compliance requirements
• Demonstrated leadership ability in managing distributed teams across multiple locations
• Strong organizational, communication, customer service, and problem-solving skills

Work Environment, Position Type and Expected Hours:

This job operates in a professional field environment with a mix of local travel and office time.  In addition to occasionally traveling to field work sites, will also be exposed to varied indoor and outdoor environments. This role routinely involves standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.  It is a full-time 40 hour position. Days and hours of work may vary but are typically Monday through Friday 8:00 AM to 5:00 PM, with periodic travel required throughout the Northeast US.  This position will be based at our corporate office in Cranston, RI.

Physical Demands:

• Ability to lift up to 40 lbs.
• Ability to conduct site inspections in varied conditions.
• Ability to travel to job sites and field locations.
• Reading, typing and computer input.
• Clarity of vision at both over 20 feet and under 20 inches  
• Able to judge depth, have a good field of vision, and identify and distinguish colors.  

 Compensation and Benefits:

• Health care benefits through United HealthCare.
• Delta Dental and Vision Service Plan.
• Paid time off and holidays.
• Employer-matching 401(k) retirement plan.
• Employer-paid Employee Stock Ownership Plan (ESOP).
• Employer-paid life and AD&D insurance; access to short and long-term disability insurance.
• Tuition reimbursement.

Who We Are

RISE Group Inc. is an employee-owned, professional engineering firm that provides a complete range of consulting, design, and energy services to customers throughout the United States and internationally. Our multi-disciplined engineering and technical staff specialize in failure analysis, engineering design, process optimization, and condition assessment.  Our work demonstrates how creative collaboration can produce outstanding results for our clients and our communities.

Our Culture

At RISE, our customers come from all walks of life -- and so do our employees!  We hire amazing people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. We can confidently state that we are successful as a direct result of our diversity.

From day one and throughout your career with us, you’ll find a workplace culture with expansive personal & professional development opportunities, cutting edge technology, a place where relationships are valued, and work/life balance is always a priority.

We are committed to diversity, equity, and inclusion (DEI) within our workplace and in our communities. It is our policy to provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other applicable federal or state-protected classification.

RISE Group, Inc. is an E-Verify participant and will conduct background investigations and pre-employment screening of candidates for employment Pre-employment activities will be conducted on qualified applicants after acceptance of a job offer. 

RISE Group, Inc. is an employee-owned company and an equal opportunity/affirmative action employer. We welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, veteran status, disability, or any other classification protected by law.