Job Type
Full-time
Description
This role will provide strategic and operational leadership across the organization's service departments, ensuring consistent execution, strong financial performance, exceptional customer experience, and the development of high-performing service teams. This position is responsible for establishing service standards, aligning departmental operations with organizational objectives, identifying opportunities for continuous improvement, and holding service leaders accountable for achieving performance expectations.
• Provide leadership, management, and accountability for Service Managers and the overall service organization.
• Establish clear expectations, goals, priorities, and performance standards for service leaders and their respective departments.
• Develop and execute short- and long-term service strategies that support organizational growth, scalability, profitability, customer retention, and operational excellence.
• Ensure consistent application of service standards across departments and locations.
• Establish and maintain service standards that promote an exceptional, consistent, and professional customer experience.
• Develop and execute strategies to achieve service revenue, gross profit, margin, productivity, expense, and profitability objectives.
• Establish clear leadership expectations and ensure managers consistently demonstrate effective leadership, communication, accountability, and employee development practices.
• Establish expectations for technician productivity, utilization, response time, resolution quality, documentation, customer communication, and professional conduct.
Requirements
• Bachelor's degree in Business Administration, Operations Management, Engineering, or a related field; equivalent combination of education and relevant leadership experience may be considered.
• Significant progressive experience in service operations, field service, technical service, operations management, or a related environment.
• Experience leading managers and multiple teams, departments, territories, or locations.
• Demonstrated responsibility for operational performance, financial results, customer satisfaction, and employee development.
• Experience developing and managing budgets, forecasts, operational metrics, and key performance indicators.
• Proven ability to improve operational performance through process improvement, leadership development, accountability, and data-driven decision-making.
