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Service Director
Job
Bruce Thornton Air Conditioning, Inc
Lubbock, TX (In Person)
Full-Time
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Job Description
Service Director Bruce Thornton Air Conditioning, Inc - 3.9 Lubbock, TX Job Details Full-time 23 hours ago Qualifications Staff supervision Team scheduling Incident Escalation Dispatch software communication Workforce management Full Job Description Join a dynamic and growing Service Operations team in Lubbock, TX as a Service Director. This leadership role is responsible for ensuring the financial performance, operational stability, and service quality of the department. The Service Director will oversee a team of Dispatchers and Service Supervisors, driving measurable improvements in technician productivity, scheduling efficiency, billing accuracy, and customer satisfaction. This is an opportunity to make a significant impact on departmental profitability, operational scalability, and customer retention by enforcing standardized processes and fostering a culture of accountability. If you are passionate about operational excellence and leading high-performing teams, this role offers a rewarding career path within a supportive and results-driven organization. Responsibilities Lead and manage the Service Operations department, including direct supervision of Dispatchers and Service Supervisors Monitor and control departmental financial performance, including gross profit margin, labor efficiency, and operational costs Oversee technician scheduling, dispatch workflow, and workforce deployment to align with operational demand and revenue objectives Enforce service quality standards, reduce repeat service events, and ensure consistent completion of service calls Resolve customer escalations and maintain high levels of customer satisfaction through structured escalation management Ensure accurate and timely completion of service documentation, billing, and invoicing processes Implement and maintain departmental accountability systems, including performance reviews and operational policy compliance Coordinate cross-functional operations with dispatch, accounting, warehouse, and executive leadership Identify and escalate operational, staffing, or financial risks as needed Support leadership development and continuous improvement initiatives within the department Qualifications Proven experience in service operations management or a related leadership role Strong understanding of financial controls, operational performance metrics, and process improvement Demonstrated ability to lead, coach, and develop teams in a fast-paced environment Excellent organizational, communication, and problem-solving skills Experience with dispatch software, ERP/accounting systems, service management platforms, and reporting dashboards Ability to enforce accountability, manage escalations, and drive operational consistency Commitment to maintaining high standards of service quality and customer satisfaction Experience and License Requirements HVAC, plumbing, refrigeration, or service-trades leadership experience. Proven success managing service workflows, scheduling operations and technician accountability Supervisor/Management Texas State Board of Plumbing (optional)