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