Director of Service Operations

Join the world's largest HVAC company, named by Forbes as one of America's Best-In-State Employers 2025!

Company Overview

ThermalNetics, LLC is a growth company that was founded in 1972. We employ roughly 90 people and have annual sales of approximately $110M. Our corporate focus is "creating more comfortable and healthy indoor environments by providing innovative HVAC solutions". In striving to provide the most economical owning experience for the end-user, we provide equipment, parts, and services to ensure the air we breathe in our schools, hospitals, commercial buildings, etc. is something that will allow us all to live happier, healthier, and safer lives. We also do all we can to give people the chance to grow. Our employees enjoy working at a place that offers a small company environment with big company objectives. You'll be challenged to innovate, encouraged to apply your knowledge, and be well-rewarded for results.

Location: Auburn Hills, MI

Position Overview

The Director of Service Operations is responsible for leading and optimizing all aspects of the HVAC service operations at ThermalNetics. This role ensures consistent delivery of high-quality, safe, and customer-focused service while driving operational efficiency, profitability, and team development. The ideal candidate is a strategic thinker, an inspiring leader, and an experienced operator with a passion for building strong teams and long-term customer relationships.

Key Responsibilities

Execution of Strategy and Business Growth

• Provide operational support for the long-term vision and business plan for the HVAC Service Division, aligned with company goals and core values.
• Analyze financial statements, and operational metrics to improve productivity, profitability, and cost efficiency
• Implement strategies and execute maintenance/service agreements to increase revenue and strengthen customer relationships.
• Identify and pursue new service offerings, markets, and partnership opportunities through industry networking and competitive analysis.

Team Leadership and Development

• Lead, mentor, and develop the service team, including hiring, training, and performance management.
• Foster a culture of safety, accountability, collaboration, and technical excellence.
• Oversee Foremen and Team Leads, providing guidance, support, and clear operational direction.
• Implement training programs to ensure all technicians remain current with evolving technologies, safety standards, and best practices.

Operational Oversight

• Manage day-to-day service operations to ensure on-time, high-quality project delivery that exceeds customer expectations.
• Develop and manage the departmental budget, ensuring financial performance aligns with company targets.
• Maintain compliance with company safety policies and procedures.
• Oversee vehicle, tool, and equipment inventory to ensure technicians are properly equipped.
• Review departmental expenses and implement cost-control measures.

Customer and Stakeholder Management

• Build and maintain strong relationships with employees, coworkers and key clients to ensure satisfaction, retention, and repeat business.
• Serve as a senior company representative in communications with customers, vendors, and suppliers.
• Oversee the resolution of escalated customer issues and ensure a high level of service recovery.
• Provide direct oversight through Project Managers on large and strategic projects.

Qualifications

• In-depth knowledge of HVAC systems, local codes, and industry regulations.
• Strong financial acumen with experience managing P&L and departmental budgets.
• Proven leadership, communication, and interpersonal skills.
• Excellent organizational and problem-solving abilities, with a focus on quality, customer satisfaction, and continuous improvement.
• Minimum [7] years of experience in HVAC service management or related field.