Director of Service Operations
About The Position
We are a rapidly growing nationwide organization in the Critical Power industry. Functionally, we sell and service uninterruptible power systems and battery backups in data centers, manufacturing, hospitals, and other industries. Deeper, we are an organization focused on being quality partners with our employees, customers, and vendors to deepen relationships in everything we do. We take care of our employees first and believe in turn they will give that same level of care to our customers and vendors. Be a part of our team. The Director of Service is responsible for managing all aspects of the service-related activities within the organization. This position works as a team with other members of the leadership team for effective coverage and strategic operations. Above all, effectively implements a total quality management philosophy regarding all service operation functions to ensure internal and external customer satisfaction and achievement of production goals.
Requirements
- Bachelors or Master degree.
- Minimum 5 years’ experience in a similar role.
- Above average proficiency in Word, Excel, PowerPoint, and other MS Office suite programs.
- Demonstrated proactive approaches to problem-solving with strong decision-making capability.
- Proven ability to handle confidential information with discretion, be adaptable to various competing demands.
- Advanced understanding of profit and loss statement and accounting processes required.
- Ability to communicate and interact with individuals at all levels of the community and to work effectively with a wide range of constituencies in a diverse community.
Nice To Haves
- Preference given to residents of WA or OR.
Responsibilities
- Collaborate in shaping and refining the overall company strategy.
- Lead the development and launch of new service offerings.
- Partner closely with fellow leadership team members, including VP of Sales, Director of Finance and Director of People & Business Operations.
- Lead and develop a team of direct reports (Service Managers, Supervisors) and a field force of approximately 30 service technicians across the United States.
- Oversee daily service operations including resource management, technical escalations, and SLA compliance.
- Establish and track key performance indicators (KPIs) related to service delivery, customer satisfaction, technician productivity, and revenue targets.
- Partner with the Sales and Business Operations teams to support service contract growth, warranty support, and upsell opportunities.
- Implement best practices for service delivery, technician training, safety standards, and compliance.
- Manage operational budgets, including labor costs, parts, tools, vehicles, and travel expenses.
- Drive continuous improvement initiatives for service workflows, customer communication, and field operations technology (e.g., service management platforms).
- Ensure service teams are properly staffed, trained, certified, and equipped to meet customer and company expectations.
- Maintain strong customer relationships and personally engage in high-visibility escalations as needed.
- Report regularly to executive leadership on service performance, customer issues, and operational risks.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
