What are the responsibilities and job description for the Director of Service position at Upchurch?
Company Overview
Upchurch is a rapidly growing, full-service building engineering company providing mechanical, plumbing, HVAC, and electrical services across the southeastern United States. Founded in 1970 and headquartered in Horn Lake, MS, Upchurch has grown through both organic expansion and strategic acquisitions, establishing a strong reputation for quality, reliability, and service excellence. We offer end-to-end solutions—from design and installation to ongoing maintenance and emergency support—helping clients maximize building performance, energy efficiency, and equipment lifespan.
Position Summary
The Director of Service is responsible for the leadership, management, and financial performance of the Service Division. This role oversees daily operations, ensures delivery of high-quality commercial and industrial plumbing and HVAC services, and drives branch growth through customer satisfaction, operational excellence, and financial accountability. The Director provides strong leadership and acts as the key representative of the Service Division within the branch’s market area.
Primary Objectives
Upchurch Companies provides equal employment opportunities to all employees and applicants. We prohibit discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Upchurch is a rapidly growing, full-service building engineering company providing mechanical, plumbing, HVAC, and electrical services across the southeastern United States. Founded in 1970 and headquartered in Horn Lake, MS, Upchurch has grown through both organic expansion and strategic acquisitions, establishing a strong reputation for quality, reliability, and service excellence. We offer end-to-end solutions—from design and installation to ongoing maintenance and emergency support—helping clients maximize building performance, energy efficiency, and equipment lifespan.
Position Summary
The Director of Service is responsible for the leadership, management, and financial performance of the Service Division. This role oversees daily operations, ensures delivery of high-quality commercial and industrial plumbing and HVAC services, and drives branch growth through customer satisfaction, operational excellence, and financial accountability. The Director provides strong leadership and acts as the key representative of the Service Division within the branch’s market area.
Primary Objectives
- Ensure profitable and high-quality delivery of all services.
- Ensure the service team delivers superior customer service.
- Drive operational efficiency and gross margin improvement.
- Promote safety, compliance, and accountability across all projects.
- Develop and retain a high-performing service team.
- Leadership & Management
- Direct all service operations within the branch, ensuring alignment with company policies and standards.
- Lead and mentor branch service management, technical teams, and administrative staff.
- Set clear expectations for performance, accountability, and customer satisfaction.
- Serve as a visible leader in the branch, fostering teamwork and a positive work culture.
- Financial Oversight
- Achieve branch service revenue, gross margin, and EBITDA targets.
- Monitor financial performance and implement corrective actions to address variances.
- Control branch operating expenses while maximizing workforce utilization.
- Support business development efforts, particularly in preventive maintenance agreements and local service projects
- Operational Oversight
- Oversee scheduling, dispatching, and completion of service work to ensure customer commitments are met.
- Maintain efficient use of manpower, tools, and equipment.
- Ensure branch operations comply with safety standards, regulatory requirements, and company procedures.
- Monitor ERP systems and reporting tools to ensure accuracy in job costing, labor tracking, and billing.
- Team Development & Retention
- Recruit, train, and retain qualified branch service personnel.
- Develop future leaders by providing mentoring, coaching, and professional growth opportunities.
- Conduct regular performance evaluations and address performance issues promptly
- Promote a culture of safety, accountability, professionalism, and continuous improvement.
- Engage with employees to improve retention and build long-term team stability.
- Customer & Stakeholder Engagement
- Build and maintain strong relationships with branch-level clients, contractors, and vendors.
- Act as the primary point of escalation for branch service customers.
- Drive growth in preventive maintenance contracts, retrofit work, and emergency service response.
- Represent the company in the local business community and industry organizations.
- Safety & Compliance
- Conduct personal site inspections to promote safe work practices and regulatory compliance.
- Enforce company safety policies and ensure proper documentation is submitted.
- Collaborate with the Safety Department to investigate incidents and improve safety programs.
- Strategic Planning
- Contribute to company-wide strategic initiatives, particularly in areas of service delivery, scalability, and client growth
- Gross Margin %: Maintain minimum aggregate gross margin percentage on all work performed in the Service Division.
- Employee Retention: Annual voluntary employee resignation rate (number of voluntary resignations ÷ number of employees at start of year).
- Personal Safety Work Site Inspections: Frequency and number of job site safety inspections conducted personally, with submission of inspection forms.
- Safety Incidents: Annual number of OSHA recordable safety incidents for the division.
- Safety-Vehicle Accidents: Annual number of at-fault vehicle accidents by division.
- Additional KPIs may include closeout compliance, customer satisfaction, schedule adherence, and operational efficiency.
- Bachelor’s degree in Business, Mechanical Engineering, Construction Management, or related field (preferred).
- 7 years of progressive leadership experience in commercial or industrial HVAC and plumbing projects.
- Proven success in leading branch or regional service operations with P&L responsibility.
- Strong knowledge of service operations, preventive maintenance agreements, and service project management.
- Excellent communication, negotiation, and decision-making skills.
- Proficiency with ERP/service management systems and Microsoft Office Suite.
- Strong problem-solving ability and customer service orientation.
- Ability to lead through influence and foster cross-functional collaboration.
- Work performed primarily in office and on construction sites.
- Must be able to conduct site inspections and travel to project locations.
- May require extended hours to meet operational needs.
- Must maintain a professional appearance and demeanor in accordance with company standards.
- All documentation, communications, and work areas must be organized and professionally maintained.
- Uphold the company’s commitment to excellence, customer service, and professionalism.
- Contribute to a team-oriented culture that values leadership, accountability, and continuous improvement.
- Competitive salary based on experience.
- Health, dental, and vision insurance.
- Paid time off and holiday pay.
- Opportunities for professional development and certification assistance.
Upchurch Companies provides equal employment opportunities to all employees and applicants. We prohibit discrimination and harassment of any type based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.