SERVICE DIRECTOR — RUN THE SERVICE DEPARTMENT. OWN THE CUSTOMER EXPERIENCE.
Monarch — Residential Home Services (HVAC Plumbing Electrical)
Location: Central Valley, CA
Compensation: $85,000 base + 0.5% of your team's monthly sales (paid at budget and on every dollar over). On-target earnings approximately $110,000–$175,000 depending on team performance.
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Most people run away from an unhappy customer. We're looking for someone who runs toward them — and who can lead a producing service team at the same time.
WHO WE ARE
Monarch exists to prove the trades can be a career worth a lifetime. The way we keep that promise to customers is simple: five-star service on every visit, and a real safety net when something falls short.
THE ROLE
You run the service department — its people, its revenue, and its reputation. You lead the service techs, you own the numbers their work produces, and you own the customer experience end to end. Two things have to be true at once in this seat: the team produces, and every customer is taken care of. You're responsible for both.
And you are the recovery. When a technician surfaces a problem in the field, it comes to you, and you own the fix. Here's how that works in practice: when a tech hears a customer's concern, they message you before they leave the home. You call that customer within 48 hours — every time, no exceptions. That callback is a sacred rhythm: it does not move, it does not slip, and it does not get delegated away. A promised follow-up that doesn't happen is worse than no promise at all, and holding that line is the job.
WHAT YOU'LL OWN
- The service team — lead, coach, and develop the technicians; own the department's production against budget
- The five-star standard — the quality and consistency of every customer's experience
- Service recovery — you're the escalation point; you make the call within 48 hours and own the resolution end to end
- Follow-through — every promised callback happens, tracked and closed, no dropped threads
- Total ownership of the fix — when the root cause sits in another department, you chase it down until it's resolved. "That's not my job" isn't in this seat's vocabulary.
- The numbers that matter — team production, customer satisfaction, recovery rate, and response time, reported honestly
SACRED RHYTHMS
- Morning huddles that set the day and the standard for the team
- Real-time monitoring of the escalation channel — concerns don't wait
- Recovery calls inside the 48-hour promise, without fail
- Review of field documentation and call notes to catch patterns before they become complaints
- A weekly scoreboard — production and satisfaction both — kept honest
WHAT WE'RE LOOKING FOR
- A leader who can run a producing team and protect the customer at the same time — and never trades one for the other
- A student of people — you read an upset customer fast and know how to bring the temperature down
- Stays calm under a complaint and treats recovery as the job, not the interruption
- Relentless follow-through — if you say 48 hours, it's 48 hours
- Comfortable in the hard conversation, face to face — you don't deflect, you don't defend, you fix
- High ownership and high integrity. We never sell a customer something they don't need, and we make it right when we miss.
WHO SHOULD NOT APPLY
- Someone who avoids hard conversations
- Anyone who lets a promised callback slip
- Anyone who would chase the number at the customer's expense
- Anyone who can't pass a driving-record check (required for this role)
HOW TO APPLY — READ CAREFULLY
Don't just send a resume. Send a short letter about one customer relationship you saved — what went wrong, what you did, and where it landed.
Subject line must read exactly: "I make it right."
If it doesn't, we delete it. Following through on instructions is the whole job.
Email: [email protected]
WHAT WE OFFER
- $85,000 base + 0.5% of your team's monthly sales (at budget and over) — OTE approximately $110,000–$175,000
- Full benefits — health, dental, paid time off
- A modern fleet and ServiceTitan as the source of truth
- A high-performance culture built on a real promise: the trades can be a career worth a lifetime
Background checks, where applicable, are conducted after a conditional offer, consistent with California's Fair Chance Act.
Pay: $85,000.00 - $175,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
People with a criminal record are encouraged to apply
Work Location: In person
