Director of Service Operations

ZAVTEK Inc•Portland, OR

2d•$110,000 - $150,000•Onsite

About The Position

ZAVTEK is a rapidly growing nationwide provider of mission-critical power solutions. We specialize in the sales, service, maintenance, and lifecycle support of Uninterruptible Power Supply (UPS) systems, battery energy storage solutions, power distribution equipment, and related critical infrastructure supporting data centers, healthcare facilities, manufacturing operations, telecommunications networks, and other high-availability environments. At our core, we are more than a service organization—we are relationship builders. We are committed to being trusted partners to our employees, customers, and vendors by delivering technical excellence, integrity, and responsiveness in everything we do. We believe that when we invest in our people first, they deliver exceptional experiences for our customers. We are seeking an experienced Director of Service Operations to oversee the day-to-day operations of a growing critical power services organization. This position will be responsible for ensuring safe, efficient, and profitable execution of field service activities while leading technicians, coordinating resources, supporting customers, and driving operational performance. The ideal candidate has experience managing a field service organization, preferably within the critical power, UPS, battery, electrical, generator, or data center industries. Candidates with strong operational management experience in HVAC, mechanical services, or another technical field-service environment will also be considered. This is a hands-on leadership position for someone who understands how to balance customer expectations, employee performance, scheduling, profitability, and operational demands.

Requirements

5+ years of experience in operations, field service management, service management, or a related leadership role.
Demonstrated experience managing field technicians or technical service personnel.
Experience managing scheduling, dispatch, workforce utilization, customer service, and operational performance.
Strong understanding of labor management, productivity, and service profitability.
Proven ability to lead, coach, and hold employees accountable.
Strong customer-service and communication skills.
Excellent organizational and problem-solving abilities.
Ability to manage multiple priorities in a fast-paced service environment.
Proficiency with Microsoft Office and operational/service-management software.
Ability and willingness to travel periodically to customer sites and company locations.
Must reside in Oregon, Washington, Ohio, or Virginia.

Nice To Haves

Experience managing a geographically dispersed field-service team.
Experience in a service business with scheduled and emergency work.
Understanding of preventive maintenance and service-contract environments.
Experience with service KPIs and operational reporting.
Strong financial and business acumen.
Comfortable making decisions in time-sensitive situations.
Ability to communicate effectively with technicians, customers, vendors, and executive leadership.
Practical, hands-on management style.
Strong sense of ownership and accountability.
Ability to develop processes without creating unnecessary bureaucracy.
Experience managing growth and building scalable operational systems.
Critical power
UPS systems
Battery systems
Data centers
Electrical contracting or electrical service
Generators / backup power
Mission-critical facilities
HVAC or mechanical service
Industrial equipment service
Commercial technical field service
Facilities or building systems service

Responsibilities

Oversee daily operations of field service activities within the assigned region.
Manage scheduling, dispatching, staffing, workload, and resource allocation to ensure customer commitments are met.
Establish and monitor operational processes that improve efficiency, responsiveness, and profitability.
Ensure service work is completed accurately, safely, on time, and in accordance with company standards.
Monitor service calls, preventive maintenance, corrective maintenance, emergency response, and project activities.
Identify operational bottlenecks and implement practical solutions.
Develop and maintain procedures and systems that support consistent field execution.
Coordinate personnel, equipment, materials, and subcontractors as needed to complete work.
Lead, coach, and develop field service personnel and other operational employees.
Establish clear expectations for productivity, quality, customer service, safety, and professionalism.
Monitor employee performance and address performance issues promptly and consistently.
Assist with recruiting, interviewing, hiring, onboarding, and training of technical personnel.
Identify training and development needs and help establish career-development opportunities for technicians.
Foster accountability while maintaining a positive, professional work environment.
Maintain strong relationships with customers and serve as an escalation point for operational issues.
Work closely with customers to understand service requirements, scheduling needs, and expectations.
Resolve customer concerns and service issues in a timely and professional manner.
Participate in customer meetings and assist with developing long-term service relationships.
Support sales and business-development efforts by identifying additional service opportunities with existing customers.
Monitor operational performance, labor utilization, service profitability, and other key performance indicators.
Review work orders, labor hours, expenses, and other operational information to identify opportunities for improvement.
Assist with budgeting, forecasting, and resource planning.
Monitor overtime, travel, subcontractor costs, and other operational expenses.
Ensure work is properly documented and completed in accordance with billing requirements.
Partner with leadership to establish and achieve operational and financial goals.
Promote a strong safety culture throughout the organization.
Ensure employees follow company safety procedures, customer requirements, and applicable regulatory standards.
Monitor quality of work and address recurring service or performance issues.
Ensure required documentation, training, certifications, and licenses are maintained.
Support incident investigations and corrective-action efforts when necessary.
Collaborate with Sales, Finance, HR, and senior leadership to support company objectives.
Communicate operational challenges, staffing needs, customer concerns, and performance metrics to leadership.
Participate in strategic planning and initiatives designed to support company growth.
Help establish scalable processes and infrastructure as the organization expands.