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Director of Service & Operations
Houston, TXJob Summary:
The Director of Service Operations will drive service growth in the region through exceptional leadership, P&L ownership, strong internal and external relationships, customer service, development of human capital, and quality work. Be responsible for all of the day-to-day operations, including coordination of Office Staff and Field Service Technicians to gain new customers and support existing commercial customers, ultimately growing the customer base in that region. Will act as the functional leader to support the growth and productivity of the service business internally and externally. Oversee the financial performance, coordination of sales efforts and work completion, support accounting efforts, purchasing, supply chain, inventory, vehicle fleet, service technicians, and overall customer experience. Ensure the overall needs of your team and each customer are met with a level of excellence while representing the company in a professional and experienced manner.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The Director of Service Operations will drive service growth in the region through exceptional leadership, P&L ownership, strong internal and external relationships, customer service, development of human capital, and quality work. Be responsible for all of the day-to-day operations, including coordination of Office Staff and Field Service Technicians to gain new customers and support existing commercial customers, ultimately growing the customer base in that region. Will act as the functional leader to support the growth and productivity of the service business internally and externally. Oversee the financial performance, coordination of sales efforts and work completion, support accounting efforts, purchasing, supply chain, inventory, vehicle fleet, service technicians, and overall customer experience. Ensure the overall needs of your team and each customer are met with a level of excellence while representing the company in a professional and experienced manner.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Take ownership of the department’s budget, KPI’s and overall financial performance,
- Ensure adherence to operating procedures (SOPs) for service operations.
- Participate in weekly L10 meetings with peers and your service team
- Leading and managing the service department, ensuring efficient service delivery and customer satisfaction.
- Hiring, coaching and mentoring service staff, fostering a high-performance culture and promoting professional development.
- Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies.
- Stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.
- Resolve conflict within your team, with customers, and internally.
- Work closely with the finance team to manage resources and support the AP and AR functions.
- Collaborate with sales and marketing teams to promote service solutions and secure new business at the proper margins
- Build and maintain relationships with customers and business partners
- Facilitate communication from the field technicians to meet the needs of the customer
- Provide support to all team members, including office and field personnel
- Conduct performance reviews for support training and ensure team adherence to safety and industry standards.
- Ability to build, maintain, and grow a team in the office and the field.
- Attend manufacture-specific and leadership training sessions to educate staff further
- Work with other departments within the organization
- Assist with the hiring process for service technicians
- Ensure timely and accurate completion of service requests, work orders and documentation, maintaining high attention to detail and quality.
- Maintain a safe work environment. Adhere to all Company and federal and state safety regulations.
- Bachelor’s degree or equivalent working experience in a relevant field
- Previous success operating and managing a service department or field technicians
- Experience leading and growing a team.
- Previous related mechanical or technician repair skills
- Excellent mechanical/electrical/electronic aptitude is beneficial.
- Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams)
- Comfortable with learning new technology
- Great customer service and conflict resolution
- Ability to work with difficult customers
- Energetic and Positive attitude
- Ability to work independently AND part of a team
- Ability to build relationships and motivate a team
- Self-motivated
- Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
- Excellent leadership and people management skills.