Head of Service (Air Conditioning / HVAC)

Head of Service - Air Conditioning (AC / HVAC)Job DescriptionLocation: Ideally based near High WycombeSalary: £70K to £90K (DOE) + £6K car allowance or company car + bonus + pensionRole OverviewThe Head of Service (AC) is responsible for overseeing the delivery of air conditioning services across reactive maintenance, planned preventative maintenance (PPM), and remedial works. The role ensures all AC systems are maintained, repaired, and commissioned safely, efficiently, and in line with regulatory requirements.This position leads engineering and support teams, manages service performance and profitability, and maintains strong client relationships. It is accountable for ensuring compliance with refrigerant regulations, improving operational efficiency, and delivering high-quality engineering outcomes while meeting contractual service level agreements.Key ResponsibilitiesService Delivery & Technical OversightOversee the day-to-day delivery of reactive, PPM, and emergency AC services.Ensure high standards in fault diagnosis, repair, and commissioning across systems including splits, VRF/VRV, chillers, and specialist units.Maintain compliance with FGAS regulations, including leak detection, refrigerant handling, and record keeping.Drive improvements in first-time fix rates through effective planning, diagnostics, and engineer capability development.Monitor commissioning standards, including testing, evacuation, and system performance checks.Ensure contractual response and resolution times are consistently achieved.Leadership & Team ManagementLead, support, and develop a team of engineers, supervisors, and service support staff.Carry out site visits, technical audits, and team briefings.Identify and implement training plans to enhance technical capability.Promote a culture of accountability, safety, and high performance.Support workforce planning, recruitment, and onboarding activities.Client & Stakeholder EngagementAct as the primary escalation point for service-related matters.Lead service review meetings, providing performance insights and technical guidance.Communicate technical issues clearly to both technical and non-technical stakeholders.Identify opportunities for system upgrades, efficiency improvements, and asset lifecycle planning.Operational Management & Process ImprovementOversee job management systems from initial logging through to completion and invoicing.Ensure accuracy of asset records, including equipment data and refrigerant tracking.Improve efficiency through standardisation of parts and van stock.Implement seasonal preparedness strategies.Manage and coordinate specialist subcontractors where required.Commercial ResponsibilityManage the financial performance of the AC service function, including margins, labour recovery, and cost control.Ensure accurate pricing and costing across all works.Improve billing timelines and cash flow performance.Support contract renewals, pricing reviews, and tender submissions.Compliance, Safety & Quality AssuranceEnsure adherence to safe working practices, including system isolation and refrigerant handling.Maintain full compliance with FGAS and industry regulations.Oversee quality audits of documentation, including RAMS and service records.Promote a strong safety-first culture across all operations.Key Performance IndicatorsAchievement of SLA targetsImprovement in first-time fix ratesEngineer productivity and utilisationReduction in repeat visitsMargin performanceJob completion to invoicing timescalesCompliance with refrigerant regulationsClient satisfaction and retentionPerson SpecificationEssential RequirementsProven leadership experience within AC/HVAC service operationsStrong knowledge of FGAS regulations and refrigerant complianceTechnical understanding of AC systems including VRF/VRV and splitsExperience managing service delivery performance and KPIsCommercial awareness, including costing and profit managementFull UK driving licenceDesirable RequirementsFGAS Category 1 certificationManufacturer-specific training (e.g. VRF systems)Health & safety qualifications (IOSH or NEBOSH)Experience using CAFM systemsExperienceDemonstrated experience managing engineering teams within AC service environmentsTrack record of improving service performance metrics such as SLA adherence and first-time fix ratesBackground in maintenance, fault finding, and commissioning of AC systemsExperience managing refrigerant compliance processesExposure to financial management, including budgets or P&L responsibilityKnowledge & SkillsUnderstanding of refrigeration principles, including system performance analysisKnowledge of regulatory compliance requirementsStrong leadership, communication, and organisational skillsAbility to interpret technical data and drive performance improvementsPersonal AttributesProfessional and composed approachStrong attention to detail and organisational abilityProactive and safety-conscious mindsetResults-driven with a strong sense of ownershipBenefits£6,000 car allowance or company vehicleOptional home working25 days holiday + bank holidays (increasing up to 28 days with length of service)Annual bonus schemeContributory pensionTPBN1_UKTJ