JobSummary - The Director of Field Service is responsible for driving continuous enhancement and optimization of field service operations for the CIH field service teams. They are ultimately responsible for our On Time and Complete (OTAC) KPI for field service along with billable utilization and quality.
The Director of Field Service is accountable for:
- Maintaining a safe, clean, productive, and timely work environment for both self, team members, and customers.
- Provide leadership, development, and accountability to assigned managers.
- Manage escalations and collaborate with business leaders for rapid resolutions.
- Foster a professional, customer-centric culture with a solutions-oriented approach.
- Optimize team utilization (85%+ target) through improved scheduling, job tracking, and automation tools.
- Coordinate with CIH sales teams, project managers and other departments as required to ensure accurate receipt, issue resolution, and on time delivery / production of all CIH Indianapolis Work Orders
- Maintain an excellent culture including accountability and recognition program development and measured through our centralized employee Net Promoter Score (eNPS).
- Maintain 100% weekly time allocation on all technicians.
- Ensure high quality by maintaining low incomplete rates, return rates, and warranty work order generation.
- Ensure all work orders are executed inside of agreed upon SLA's
- Evaluate and implement cutting-edge field service management tools, software, and mobile solutions to optimize efficiency and performance.
- Submit timely reports for review to the VP of Operations.
- Actively Contribute to broader operational strategy and continuous service evolution.
Essential Functions- Instill and maintain a safety-first mindset in all positions throughout the warehouse and shops.
- Collaborating with internal and external customers to ensure on-time-and-complete work orders.
- Facilitating process improvement discussions and root cause analysis to identify opportunities.
- Design proposals and assist with execution on process improvement plans.
- Utilize company computer systems to update and maintain inventory.
- Coaching team members and conducting performance reviews as required.
- Participate in department leadership meetings, scorecard updates, and long-term improvement projects.
- Utilize company vehicles and equipment according to CIH's policies and applicable laws.
Experience & Other Requirements- 10+ years of relevant experience in commercial construction.
- 5+ years in a field service or field installation leadership role.
- Experience in commercial hardware, doors, frames, and low-voltage access control systems installation and service.
- Pre-employment background and drug screening.
- No issue with repetitive use of fingers and hands, standing, squatting, bending and lifting up to 40lbs.
- Able to sit for long periods. Also, occasionally work at heights off of ladders, scaffolding, lifts, platforms, etc.
- Experienced with Microsoft Office Suite and Microsoft Excel.
