Director of Service Operations

JOB SUMMARY:Armstrong Plumbing, Air & Electric is a Lubbock based mechanical subcontractor specializing in mechanical, electrical, and plumbing construction and service. We are currently seeking a Director of Service Operations, who will providing strategic leadership and guidance to service teams. The position focuses on ensuring service business goals are achieved. The Director of Service Operations will be responsible for the successful completion of the service groups initiatives, ensuring that the group understands and complies with department and company policies, processes, and procedures. COMPANY OVERVIEW:Established in 1934, Armstrong Plumbing, Air & Electric started out as Armstrong Supply Company servicing Philco radios and selling appliances, over the years the services provided by Armstrong have changed, as have our name and logo, but our commitment to our clients remain the same. For 92 years, our family owned company has provided innovative services that optimize the performance of world-class mechanical, electrical, and plumbing systems that serve healthcare facilities, hotels, schools, sports facilities, mission critical facilities, industrial complexes, and many other essential institutions throughout West Texas.Armstrong Plumbing, Air & Electric is a technology-driven contractor focused on operational excellence, safety, prefabrication, BIM/VDC innovation, and long-term customer relationships.JOB RESPONSIBILITIES:Oversees all day-to-day operations of the HVAC, plumbing, and electrical service departments including dispatch, scheduling, technician productivity, customer communication, inventory coordination, fleet coordination, technician routing, after-hours/on-call operations, and overall field execution while ensuring operational efficiency, accountability, and customer satisfaction.Responsible for leading and scaling the truck-based service division toward approximately $10m in annual revenue through strategic growth initiatives, operational improvements, recurring revenue development, and strong financial performance.Develops and implements operational systems, procedures, policies, SOPs, pricing strategies, maintenance agreement programs, and KPI tracking methods that improve scalability, profitability, technician performance, customer retention, and overall department growth.Develops annual business plans, forecasting models, manpower plans, and operational budgets for the service department while monitoring financial performance including gross margins, labor efficiency, revenue per technician, callback percentages, average ticket value, accounts receivable performance, and overall profitability.Works directly with executive leadership regarding long-term operational goals, budgeting, reporting, strategic planning, and departmental growth initiatives while serving as a liaison between service operations and other internal departments.Manages, monitors, coaches, and develops direct reports including service managers, sales managers, dispatch personnel, CSR staff, field supervisors, and technicians to achieve company objectives and performance goals while fostering a culture of professionalism, accountability, leadership development, and continuous improvement.Oversees recruiting, hiring participation, onboarding, retention, training, licensing development, and performance management initiatives for service personnel while ensuring teams operate within company policies, state and local codes, licensing requirements, OSHA standards, and customer-specific safety requirements.Develops and maintains strong customer and business relationships while serving as a front-line operational resource for escalated customer concerns, new business opportunities, training coordination, and overall service-related support activities.Oversees operational reporting and performance tracking utilizing field service management software platforms and internal reporting systems while identifying opportunities to improve customer systems, operational workflows, profitability, and overall business performance.EDUCATION, EXPERIENCE, AND LICENSING REQUIRMENTS:Bachelor’s Degree in Construction Management, Operations Management, Business Administration, Sales or related field is preferred.7+ years of related experience.Advanced knowledge of mechanical (HVAC/Plumbing) processes, techniques and codes.Proven experience in managing operations of a mechanical (HVAC/Plumbing) service group/team with sales responsibilities and growth initiatives.Experience with developing budgets and writing business plans.Strong understanding of service department financials, KPIs, budgeting, forecasting, and operational reporting.Experience with service management software platforms preferred, including ServiceTitan or similar systems.Ability to build systems, processes, and accountability structures within a growing organization.COMPENSATION & BENEFITS:Competitive base salary ranging from approximately $95,000 - $140,000 annually depending on experience, leadership background, and industry knowledge.Performance-based bonus opportunities tied to department growth, profitability, operational performance, and strategic milestones.Company vehicle or vehicle allowance.Medical, dental, and vision insurance options.Paid vacation and holidays.Retirement plan options.Ongoing leadership and professional development opportunities.Opportunity to help lead and build one of West Texas’ premier mechanical service operations.WHY JOIN ARMSTRONG?Fourth-generation family-owned company established in 1934.Strong company culture focused on safety, teamwork, innovation, accountability, and long-term relationships.Growing organization with significant opportunity for leadership impact and advancement.Technology-driven environment utilizing modern systems, field technology, BIM/VDC coordination, and operational innovation.Opportunity to directly influence the future growth and structure of the service division.