Director of Service Operations
: Job Details :

Director of Warranty, Service & Repair Operations:

As a Director of Service (Warranty Repair) at L&S, you will be responsible for leading our service operations across the state. In addition, you will be responsible for supervising a team of trade (HVAC, Electrical, Plumbing) and customer service managers, and together with heads from other L&S divisions, apply data-informed practices to ensure the quality and efficiency of our service operations.

General Responsibilities

· Supervise a team of trade service and customer service managers and support and evaluate their growth.

· Oversee all operations of our service department.

· Use data-informed practices to improve quality, efficiency, and delivery of services and coach service. managers in the application of similar practices.

· Review and improve all procedures and processes for the service department for plumbing, electrical, and HVAC services for homes within and beyond the warranty period.

· Collaborate with other division heads to analyze patterns and trends amongst all divisions, and apply data-informed practices to improve the quality, efficiency, and delivery of services across the state.

· Manage all high-level escalation issues.

· Ensure uniformity of best and expected practices.

· Other duties as assigned by the COO.

Qualifications

· Associate degree or higher preferred, but not required.

· At least 5 years of leadership experience in the home services industry.

· Strong interpersonal skills, ability to maintain relationships and grow people.

· Strong written and verbal communication skills.

· Strong desire to work as a team with a results-driven approach.

· Strong analytical and problem-solving skills.

· Strong desire to grow and open to feedback.

· Demonstrated ability to work in a fast-paced, high-stress environment.

· Comfortable with conflict.

· Willingness to travel across the state of Texas.

· Advanced skills with software related to home services and MSOffice products.

· Demonstrated ability to act with integrity and professionalism.

· Perform the physical demands of the position:

(working indoors with long periods of time sitting; listening and speaking on the telephone; viewing monitor and workstation; must be able to lift 15 pounds at a time).

About L&S Mechanical

Headquartered in Richardson, Texas, L&S Mechanical (“L&S”) is a leading tri-trade provider of turnkey plumbing, HVAC, and electrical installation services in the Texas, South Carolina, North Carolina and Georgia residential housing markets. Founded in 1985, L&S serves large production homebuilders in Dallas / Fort Worth, South Dallas, Houston, San Antonio and Austin through its six production warehouses. Previously owned by management, L&S was acquired by The Sterling Group, a leading middle market private equity firm, in September 2021. L&S is the largest plumbing installer in Texas and has significant opportunity to grow its HVAC and electric offerings while also expanding into new geographies through acquisition and growing its nascent home services business.

The company is backed by The Sterling Group, a private equity firm established in 1982. The Sterling Group specializes in acquiring controlling interests in companies across the manufacturing, distribution, and industrial services sectors, focusing on enterprises with valuations typically between $100 million and $1 billion. To date, the firm has sponsored 67 platform buyouts, along with numerous add-on acquisitions, contributing to a total transaction value exceeding $22 billion. Currently, The Sterling Group manages over $9.4 billion in assets.