Key Responsibilities
National Service Leadership & Strategy
- Own the performance and growth of Crete United’s National HVAC Service business across all operating companies and regions.
- Develop and execute a scalable national service strategy that balances responsiveness, cost control, and margin optimization.
- Act as the primary leader for the national service function, setting expectations, priorities, and accountability.
Process Optimization & Continuous Improvement
- Design, document, and continuously improve standardized service processes across the full-service lifecycle, including:
- Dispatch and scheduling
- Preventative maintenance execution
- Demand service and emergency response
- Work order closeout and billing readiness
- Identify inefficiencies, bottlenecks, and failure points within the service ecosystem and lead cross-functional initiatives to resolve them.
- Implement best practices, tools, and systems to improve technician productivity, first-time fix rates, and service cycle times.
Financial Performance, Billing, & Cash Flow
- Partner closely with Accounting, Accounts Receivable, and Accounts Payable to ensure:
- Timely and accurate service billing
- Clear handoffs from operations to billing
- Reduced billing lag and improved cash conversion
- Proper handling of subcontractor invoices and service-related payables
- Monitor service revenue, gross margin, labor utilization, and cost drivers; proactively address performance gaps.
- Support pricing discipline, contract compliance, and preventative maintenance billing structures.
KPI Management & Reporting
- Define, track, and manage key service KPIs, including but not limited to:
- Service revenue growth
- Gross margin by service line
- Billing timeliness and aging
- Work order cycle time
- Preventative maintenance completion rates
- Technician utilization and productivity
- Customer response times and SLA compliance
- Build clear, actionable dashboards and reports for leadership, operating companies, and cross-functional partners.
- Use data to drive decision-making, prioritize initiatives, and hold teams accountable.
Team Leadership & Development
- Directly oversee Service Coordinators and support their development through clear expectations, training, and performance management.
- Establish standardized roles, workflows, and capacity models for service coordination across the network.
- Foster a culture of accountability, continuous improvement, and customer-first service delivery.
Cross-Functional Alignment
- Serve as the connective tissue between Service Operations, Field Teams, Accounting, Finance, and Corporate Leadership.
- Align service execution with company-wide operational excellence and margin improvement initiatives.
- Support integration of newly acquired operating companies into Crete United’s national service model.
Qualifications & Experience
- 5-7+ years of experience in HVAC service operations, facilities services, or a related field, with multi-site or national responsibility preferred.
- Proven track record of leading service teams and scaling standardized processes across a distributed organization.
- Strong financial acumen with experience partnering with Accounting/Finance to improve billing accuracy, cash flow, and margins.
- Deep understanding of HVAC service delivery, preventative maintenance programs, and service contract economics.
- Experience managing KPIs, dashboards, and performance-driven cultures.
- Comfortable operating in a fast-paced, acquisitive, and decentralized environment.
Key Competencies
- Operational excellence mindset with a bias toward action
- Strong cross-functional leadership and communication skills
- Data-driven problem solver with the ability to translate insights into execution
- Ability to balance strategic thinking with hands-on operational leadership
- Customer-focused while maintaining cost and margin discipline
