Zone Service Director

About the role

The Zone Service Director oversees field service operations within an assigned zone, leading regional leadership and service teams to achieve key performance indicators and ensure efficient, profitable operations. This role drives Customer Service Management (CSM) compliance, manages escalations, and controls operational costs while fostering operational excellence and customer satisfaction. The position is remote but requires frequent travel to medical, hospital, and customer facilities in the Philadelphia, PA market and surrounding areas. Ideal candidates will live and work in the Philadelphia market.

Culture fit: Strengthen Block Imaging’s mission of ‘People Matter’ by living our values of Integrity, Honor, and Growth. Make choices that foster thriving mindsets and lead with our approach of Together, Thoughtful, and Transparent.

Responsibilities

• Lead and develop teams: Mentor and performance-manage Customer Success Management and Field Service teams while fostering collaboration, accountability, and continuous improvement.
• KPI & Performance Management: Define, track, and drive key performance indicators to improve operational efficiency, service quality, and customer satisfaction.
• Financial & P&L Oversight: Own Profit and Loss (P&L) performance for the zone, including revenue growth, budget management, cost control, and financial analysis.
• Customer Service & Escalation Management: Ensure CSM compliance and resolve customer escalations to maintain high satisfaction levels.
• Operational Efficiency & Cost Control: Optimize operations through cost-effective strategies, process improvements, and standardized best practices without compromising service quality.
• Cross-Functional Collaboration & Reporting: Partner with Sales, Engineering, and Customer Support while providing clear performance reporting, insights, and recommendations to stakeholders.
• Set clear direction, priorities, and expectations for team members; provide regular feedback; and model organizational values to foster a healthy, trust-based culture of accountability and growth.
• Driving and vehicle operation are essential functions of this role.
• Other duties as assigned.

Requirements

• Strong analytical capabilities with proven financial acumen.
• Excellent communication and interpersonal skills, with the ability to influence at all levels.
• Demonstrated success driving performance and consistently meeting or exceeding targets.
• Proficient in leveraging data, systems, and reporting tools to support decision-making.
• Proven experience in a senior leadership role within a field service or operations environment.
• Bachelor’s degree in Business Administration, Operations Management, or a related field (or equivalent experience); Master's preferred.
• Frequent driving (30%+), including load, transport, and delivery of parts/equipment. Must meet driver eligibility requirements (minimum age 21; refer to company vehicle policy).

Physical and Environmental Requirements

• Ability to remain in a stationary position for extended periods.
• Frequent typing and effective communication (speaking, hearing, and reading).
• Occasional movement within the office.
• Ability to lift up to 10 pounds.
• Standard office setting with moderate noise levels; regular use of computers and phones.
• Work is primarily performed indoors in a climate-controlled environment.
• Ability to safely operate and enter/exit vehicles, drive for extended periods, and work in varied environmental conditions with potential exposure to machinery, noise, and hazardous materials.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Pay

Base pay range for this position is $125,000 - $175,000. Base pay offered may vary depending on job-related knowledge, skills, and experience.

Benefits

• Health, Vision, Dental & More: Competitive insurance options, including medical, dental, and vision coverage. Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs) offered.
• Paid Time Off: Full-time team members accrue 19 days Paid Time Off (PTO) per year, with accrual starting from the first day of employment. Two “People Matter” days annually for volunteering.
• Annual Bonus Opportunities: Potential bonus based on meeting company profitability goals.
• 401(k) Investment Plan: Retirement plan with discretionary company matching contribution up to 6% and access to financial planning tools.
• Team Member Perks Program: Exclusive discounts, special deals, and other benefits for team members.
• Tuition Assistance: After three months of service, 50% reimbursement up to $1,000 per calendar year, increasing to $2,500 after two years for education beneficial to both the team member and organization.
• Employee Referral Bonus Program: Referral bonus for candidates hired and completing their introductory period.
• Paid Parental Leave: Provisions following a qualified FMLA-approved leave.
• Environment: Supportive culture with a focus on relationships, learning, and growth, whether working on-site or remotely.