Today, we’re sharing an interview with Jenn McCoy, the driving force behind operations at Retail Mechanical Services and a true advocate for a proactive approach in the mechanical industry.
With a journey that began as a receptionist at Professional Retail Services over 20 years ago, Jenn has risen through the ranks and showcased her dedication and expertise along the way. From being a part of the initial development of PRS affiliate Retail Mechanical Services to fostering a collaborative work environment, her leadership style emphasizes empowerment, transparency, and appreciation for her team.
In this “Interview with a Director”, we explore Jenn’s insights on industry changes, the importance of preventative maintenance, and her keys to leading a successful team at RMS.
Join us as we dive into her inspiring story and her vision for the future of the mechanical industry.
Can you share a little about your journey with RMS? How did you get started, and what led to your current role?
I started as a receptionist at PRS! This was 2003, I had an infant, we were a small company, and I brought my daughter to work. I was the receptionist and I supported the team in accounting. I would file invoices and service work orders.
I started my journey in the service department in 2005. I started as a coordinator, learned the trades, and eventually took on accounts.
I was asked to attend a tradeshow and went to my first one in Dallas. Kathleen [Larmour, COO] took me, I was 25 at the time. I met mentors I looked up to and continued to work my way up. I was taught a lot by others, but saw a different side at tradeshows. I was able to network and build relationships with industry peers, clients, and vendors, which taught me a lot.
Kathleen had this fabulous idea to open an HVAC company, knowing how specialized and complex the trade can be. The need was there, and I had mechanical experience. Retail Mechanical Services was founded in 2016. We hit the ground running and the rest is RMS history!
What are some of the biggest changes you’ve seen in the industry as you’ve been in it over the years?
Technology has changed significantly over the years. We used to print out completed work orders and highlight them with pink markers—now, everything is digital and streamlined. Also, people grow, teams evolve, and the industry continues to shift. HVAC Regulations, especially around refrigerant compliance, are constantly changing, and we make it a priority to stay ahead of those updates. We’ve also seen a clear trend toward energy efficiency, which has become a bigger focus across the HVAC industry.
How has RMS changed from day 1 to now?
We started with just one person and have now grown to over 30 employees. Technology has evolved, client needs have changed, and our reporting processes have adapted as well. Our clients’ expectations have shifted, so we prioritize staying up to date with industry developments. We continuously grow with the company- it’s essential for us to stay educated and informed. We’re not just paper pushers but professionals who deeply understand the trade.
What do you think is most misunderstood about what RMS does?
Preventative maintenance. Clients often don’t have a budget for it or someone says they don’t need it, but we are going in there preventatively to replace filters, inspect the unit, and prevent breakdowns where the store is a hard down on heating or cooling.
What does a typical day look like for you as Director of Operations?
During cooling season I dust off my coordinator hat and jump in to help the team with follow-ups, quotes, or whatever needs to be done.
As far as day-to-day, I meet with the staff to ensure we are aligned for the day, I address urgent issues, manage escalations, and engage in proactive planning. I focus on strategy and identifying growth opportunities for the team while balancing the needs of both our clients and my team. Additionally, I report on analytics for client and employee metrics, and of course I’m always juggling my busy inbox.
How would you describe your leadership style?
I’m very intentional about my approach. I love empowering the team and am always open to feedback and new ideas. Just because I implemented a process today doesn’t mean there isn’t a better one out there tomorrow—more brains are better than one! I enjoy teaching, sharing, mentoring, and learning. I believe I can learn just as much from my team; being in my own office doesn’t make me superior. If I say no, I always make sure to explain why. I genuinely care about my people! I have the BEST team, and I make an effort to let them know. I joke around with them, give hugs, and want them to feel appreciated. After all, who would want to work for someone who doesn’t value them?
What do you think are the keys to leading a successful team?
I want my team to feel appreciated and valued. I believe in trusting them to do their jobs without micromanaging. They understand the expectations and take accountability for their work. Candid feedback is crucial for us. We hold monthly service meetings where I share updates on everything happening behind the scenes. I believe in transparency, when everyone knows the real mission they’re more engaged and motivated.
How do you foster collaboration between departments to ensure smooth operations?
Letting everyone know what the goals are! Keeping the lines of communication open. We all collaborate and keep everyone in the know.
What advice would you give to someone wanting to work in operations or mechanical?
With RMS, you need to have a backbone. Nobody wants to be hot! If it’s your house and your AC is out, you’re going to be screaming for your HVAC contractor to get to your house right now and fix it. You have to carry that sense of urgency, multitask, and make it happen. It’s an intricate trade, we have to understand what each part does, how it operates, etc. You really have to have the desire to research and understand so you can help solve a problem.
What has been the most rewarding part of your career?
The connection with people. I have made some great friends along the way. We’ve all grown up together. One of my first clients and I had babies around the same time, back in 2003. One client sent me an invite to their baby shower, and another client is hand-making me a wedding gift! I love my industry friends and clients! I love my team, the employees, and getting to truly know people. I have gotten to witness and be a part of the growth of the staff, which is incredible.
What motivates or drives you?
My daughter. My family. My own personal growth. The Jenn 20 plus years ago versus today has grown so much. I look forward to growing as a person, a manager, a leader, and a soon-to-be Grandma!
What are your big goals personally and for RMS?
My biggest personal goal right now is planning my wedding! At work, my goals are to continue expanding our technical capabilities and to exceed company goals. I aim to develop our team members into larger roles within the company, continue in-house trade training, and support everyone at RMS in expanding their knowledge.