Head of Service - Air Conditioning (AC / HVAC)

Job Description 

Location: Ideally based near High Wycombe

Salary: £70K to £90K (DOE) + £6K car allowance or company car + bonus + pension

Role Overview

The 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 Responsibilities

Service Delivery & Technical Oversight

• Oversee 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 Management

• Lead, 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 Engagement

• Act 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 Improvement

• Oversee 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 Responsibility

• Manage 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 Assurance

• Ensure 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 Indicators

• Achievement of SLA targets
• Improvement in first-time fix rates
• Engineer productivity and utilisation
• Reduction in repeat visits
• Margin performance
• Job completion to invoicing timescales
• Compliance with refrigerant regulations
• Client satisfaction and retention

Person Specification

Essential Requirements

• Proven leadership experience within AC/HVAC service operations
• Strong knowledge of FGAS regulations and refrigerant compliance
• Technical understanding of AC systems including VRF/VRV and splits
• Experience managing service delivery performance and KPIs
• Commercial awareness, including costing and profit management
• Full UK driving licence

Desirable Requirements

• FGAS Category 1 certification
• Manufacturer-specific training (e.g. VRF systems)
• Health & safety qualifications (IOSH or NEBOSH)
• Experience using CAFM systems

Experience

• Demonstrated experience managing engineering teams within AC service environments
• Track record of improving service performance metrics such as SLA adherence and first-time fix rates
• Background in maintenance, fault finding, and commissioning of AC systems
• Experience managing refrigerant compliance processes
• Exposure to financial management, including budgets or P&L responsibility

Knowledge & Skills

• Understanding of refrigeration principles, including system performance analysis
• Knowledge of regulatory compliance requirements
• Strong leadership, communication, and organisational skills
• Ability to interpret technical data and drive performance improvements

Personal Attributes

• Professional and composed approach
• Strong attention to detail and organisational ability
• Proactive and safety-conscious mindset
• Results-driven with a strong sense of ownership

Benefits

• £6,000 car allowance or company vehicle
• Optional home working
• 25 days holiday + bank holidays (increasing up to 28 days with length of service)
• Annual bonus scheme
• Contributory pension