As Director of Operations & Service at Bosch Building Technologies North America (Bosch BT NA), you will plan, organize, direct, and control the activities required for effective management of the Operations & Service Departments. The primary goal is to ensure quality installations and client satisfaction while maintaining fiscal responsibility for the departments. Reporting to the Regional Vice President, you will have full financial accountability and responsibility for the Operations & Service business results of the Vancouver branch.

The Director of Operations & Service will work strategically and collaboratively with the existing local leadership group to support overall business development, account management, and the execution of complex technology projects, and ensure we deliver the highest level of service for our ever-growing client base while supporting our highly skilled workforce.

Position Responsibilities:

• Supervise, develop, coach, guide, evaluate, hold accountable and discipline Operations & Service Department personnel in accordance with company policies and procedures.
• Develop Operations & Service Department short- and long-range goals to coincide with company objectives.
• Drive Building Technology domain service performance outcomes by influencing revenue growth, margin improvement, service agreement execution, and operational efficiency
• Monitor installations for on time on budget performance.
• Determine appropriate staffing levels for Operations & Service Department and adjust in accordance with company policies and procedures.
• Ensure fiscal responsibility of the branch including revenue generation and cost containment, analyze variances from budget, and take corrective actions.
• Forecasting and planning through data driven insights on labor capacity, install / service demand, domain growth opportunities, and operational risks impacting financial performance.
• Support a diverse team of Operations & Service professionals, including managers, sales personnel, technicians, and support staff.
• Build and champion a service-first mindset, partnering with local Operations & Service leaders to drive consistent culture and operational excellence
• Evaluate, implement, and optimize tools, processes, service playbooks, and domain-specific standards that drive consistency and quality
• Ensure accurate project information is maintained in company shared files and system
• Collaborate with sales leader on multi-discipline sales and execution strategies in the market
• Provide ongoing leadership in the warehouse to attain department objectives including safety, quality, delivery, and budget
• Assist in identifying, implementing, and streamlining warehouse operations
• Monitor and assist the development and implementation of project-specific Quality Assurance & Quality Control Plan
• Maintain communications with clients to include monitoring satisfaction, resolving complaints, resolving collection issues, and other.
• Ensure all Operations & Service activities adhere to health, safety, and environmental regulations.
• Support and assistance with Branch administration objectives
• Communicate effectively and timely to resolve company, client, or other inquiries and/or requests.
• Promote a culture of responsiveness, accountability, and customer advocacy
• Maintain deep expertise in Building Technology systems, including controls architectures, integration protocols, analytics tools, and connected building ecosystems
• Identify emerging customer needs and future service offerings to support Bosch BT NA's growth trajectory.
• Conduct performance management throughout the year including annual performance evaluations and compensation planning for department
• Partner with Human Resource to ensure the right people are hired, trained, and supported throughout their career with Bosch Building Technologies
• Drive project safety, quality, and efficiency first culture
• Strategize plan and build onboarding and training initiatives
• Control change management and drive optimism
• Maintain and protect assigned company assets.
• Maintain professional licensing as required
• Available to work outside of, or in addition to, normal businesses hours.

Supervisor Duties: In accordance with applicable Company policies/procedures and Federal/State laws, will perform the following supervisory responsibilities: planning, assigning, and directing work; coaching and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Required Qualifications:

• 10 - 15 years' experience as an Operations Leader overseeing complex security integration / service technology projects
• Previous and progressive experience in Project Management and Project Management leadership
• Post-secondary education (Diploma or bachelor's degree in management desirable)
• Knowledge of industry-specific regulations, legislative standards, and best operational practices
• Experience in project planning, risk management, cost / schedule management, and methods of analyzing and reporting project performance on financial and other KPI's as demonstrated by 5 + years of relevant experience
• A valid Driver's License and ability to pass pre-employment screens

Preferred Qualifications:

• Previous experience in directly managing or overseeing the management and delivery of multi-million-dollar projects in one or several low voltage business segments with preference to multi-scope in integrated security systems, structured cabling, and audio-visual projects.
• Strong background in service business growth strategy, including market/competitive analysis
• Ability to collaborate cross functionally with sales, operations, and field teams to drive service initiatives
• Experience with enterprise security solutions such as Avigilon, Axis, Genetec, Lenel, and Milestone
• Previous direct commercial sales, estimating, or design experience
• Project Management Professional (PMP) certification
• Experience with Microsoft Dynamics 365 a plus

Professional Competencies:

• Resilience: Ability to maintain composure and adapt swiftly amidst uncertainty and rapid changes.
• Strategic Agility: Capacity to analyze situations critically and make prompt, well-informed decisions, considering diverse scenarios and potential outcomes.
• Entrepreneurial Mindset: Willingness to take calculated risks and explore innovative solutions to drive growth and capitalize on opportunities.
• Collaborative Leadership: Skill in fostering collaboration and teamwork across diverse stakeholders and departments to achieve common objectives.
• Resourcefulness: Ability to effectively leverage available resources, networks, and expertise to address challenges and capitalize on synergies.
• Attention to Detail: Capability to manage intricate details and nuances, ensuring thorough planning and execution of strategic initiatives.
• Emotional Intelligence: Aptitude in understanding and managing emotions to navigate sensitive situations, negotiate effectively, and build strong relationships.
• Adaptability: Willingness and ability to adjust strategies and approaches in response to evolving market dynamics, regulatory requirements, or unexpected developments.
• Clear Communication: Strong communication skills to articulate complex ideas, influence stakeholders, and navigate challenging conversations.
• Ethical Integrity: Commitment to upholding high ethical standards and integrity, ensuring transparency and compliance with regulations and corporate governance principles.

PHYSICAL DEMANDS: In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of the job.

• Must be able to effectively communicate in English, (ie see, hear, speak and write clearly) in order to communicate with colleagues and/or customers
• Manual dexterity required for occasional reaching, lifting of light office objects, and operating office equipment
• Sitting, standing, walking in office environments and construction sites
• The employee must occasionally lift and/or move up to 50 pounds and may be required to work at heights over 1.8m (6 feet)

WORKING CONDITIONS: In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job.

• The office is clean, orderly, properly lighted and ventilated. Noise levels are considered low to moderate
• Will be required to be on site with customers or contractors, with or without Bosch colleagues to manage the expectations and deliverables. Sites range from general office environments to new construction.
• Driving to customer sites is required
• Limited overnight travel may be required

Salary Range: $140,000 - $180,000 (DOE)