Service Director

About the role

The Service Director oversees the delivery, quality, and performance of service operations within the organization. This role is responsible for leading service teams, improving customer satisfaction, managing budgets, developing operational strategies, and ensuring service standards are consistently met.

Responsibilities

• Develop procedures to operate the Service Department in an environmentally responsible manner and create operational efficiencies that result in greater gross profit
• Lead and manage service department operations and staff
• Monitor service performance metrics and customer satisfaction levels
• Demonstrate ability to manage staff, schedules, and daily operations
• Manage departmental budgets, forecasting, and resource allocation
• Identify opportunities for process improvement and cost reduction
• Assist employees in daily use of procedures, techniques, and business systems
• Create a path for advancement for Service employees based upon training and performance
• Identify new business opportunities and develop strategies to participate in those opportunities
• Maintain strong knowledge of our products and services
• Maintain a strong, personal commitment to the safety culture
• Ensure proper safety training, regular meetings and resources are provided to personnel to support adherence to health and safety procedures
• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws, including interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance and rewarding and disciplining employees; addressing complaints and resolving problems
• Travel up to 50%
• All other duties as assigned

Qualifications

• 5+ years of managerial experience
• Experience with budgeting, reporting, and operational planning
• Experience leading large or multi-site service teams
• Shows excellent interpersonal skills through listening, understanding, and responding to the questions and needs of staff
• Supports the team's efforts to succeed by motivating staff to achieve production goals and prioritizing and planning work activities
• Contributes to a positive team environment by leading by example through commitment, respect and communication
• Demonstrates quality work through accuracy, thoroughness, and attention to detail of own work and evaluating the work of other staff
• Exhibits efficiency in problem solving skills and troubleshooting by identifying and resolving problems in a timely manner to ensure deadlines are met
• Strives to continuously build knowledge and skills and share expertise with others
• Commitment to a standard of excellence in customer service
• Shows adaptability by effectively responding to frequent change, delays, or unexpected events
• Exhibits superior dependability by consistently arriving to work on time and as scheduled
• Demonstrates professionalism by acting with integrity, high moral standards, and personal accountability
• Shows organizational support by consistently following policy and procedures
• Must have valid driver's license

Education and experience

• BA/BS in Business Administration, Engineering, or related degree preferred
• Minimum of 5-10 years related experience and/or training in relevant industry
• Basic knowledge of P&L is preferred; ability to understand and be trained is required

Physical demands

• Exerts up to 50 lbs. of force occasionally
• Able to lift 65 lbs. from floor to shoulder height rarely
• Physical strength and ability to perform moderate to heavy manual labor, including frequent bending, stooping, kneeling, crouching, crawling, climbing, balancing, lifting, carrying, and reaching or handling with arms, hands, and fingers
• Able to climb ladders or steps/stairs to get to equipment
• Will be required on occasion to work more than 8 hours on shift
• Manual dexterity sufficient to work with fingers
• Normal vision with or without corrective lenses
• Working in the vicinity of hazardous, flammable materials and solvents