VP of Service

ABOUT US

Established in 1985, Comfort Temp Company has built a reputation in Florida for professional, high-performance mechanical solutions and a values-driven culture. The Comfort Temp family of companies shares a unified mission and core values: do what you say, do what it takes, do it with purpose, and do the right thing.

The Vice President of Services leads Comfort Temp’s HVAC and Plumbing service division across Gainesville, Jacksonville, Orlando, and Tampa and is a key executive leader for building new markets where the company does not yet have an established service presence. This role owns strategy and execution for service growth, operational consistency, customer experience, technician performance, and profitability across all service branches.

The VP of Services is both a visionary and an operator: setting direction, building leaders, standardizing how service is delivered, and ensuring results through clear KPIs, operating cadence, and accountability.

Reports to:

CEO

Direct reports (typical):
Service General Manager or Service Operations Directors (by market), HVAC Service Managers, Plumbing Service Managers, Dispatch/CSR leadership, Service Sales/Maintenance Agreement leadership, Training/QA leader (where applicable)

• Predictable service growth in established markets (Gainesville, Jacksonville) and scalable launches in new markets
• Consistent customer experience and reputation across all branches (measurable, coached, audited)
• Strong service fundamentals: capacity planning, dispatch efficiency, first-time fix, quality, and low callbacks
• Healthy division profitability with disciplined KPI management, pricing integrity, and strong cash discipline
• Built bench of service leaders and technicians through recruiting partnership, training, and accountability

• Strategic leadership and market expansion
  • Own the service division strategy across all Florida markets; translate company goals into branch-level operating plans and KPIs.
  • Build and execute market-entry plans for locations without current service presence (branch launch playbooks, hiring plans, fleet/tools readiness, vendor partners, marketing alignment).
  • Partner with executive leadership on market strategy, capacity planning, and expansion sequencing.
• Service operations excellence (HVAC + Plumbing)
  • Standardize service delivery across markets: call intake, dispatch, field workflows, quoting, job closure, warranty handling, and customer follow-up.
  • Drive branch consistency in scheduling discipline, after-hours coverage, technician utilization, route efficiency, and capacity forecasting.
  • Establish an operating cadence of reviews (weekly scorecards, monthly business reviews, quarterly planning) with clear accountability.
• Financial ownership and KPI-driven performance
  • Own the HVAC and Plumbing service division P&L; protect margin through pricing discipline, productivity management, and cost controls.
  • Implement and manage dashboards for service KPIs, including: call booking rate, lead-to-sold conversion, average ticket, maintenance agreement growth/renewals, first-time fix rate, callback rate, gross margin, and AR/cash performance.
  • Partner with finance and leadership on forecasting, budgeting, and investment decisions (fleet, tools, training, headcount, systems).
• People leadership, recruiting partnership, and training culture
  • Lead, mentor, and develop service leaders across all markets; set expectations, coach performance, and build a promo table bench.
  • Partner with Recruiting and HR to forecast hiring needs and build proactive pipelines for techs, plumbers, dispatch/CSR, and service leadership.
  • Build a training and QA cadence that drives technical excellence, consistent quoting, strong customer communication, and safe work practices.
• Customer experience, brand, and stakeholder management
  • Own service customer experience and reputation management across markets; implement consistent standards for communication, updates, and issue resolution.
  • Serve as executive escalation point for high-impact service failures, repeat callbacks, or customer disputes; ensure root-cause…