Director of Service

Western Pump Inc•Poway, CA

4d•Onsite

About The Position

The Director of Service is responsible for leading and managing the company’s field service division, which provides maintenance, repair, and compliance services for petroleum equipment systems. The Director oversees service managers, dispatch, and field technicians to ensure high-quality, safe, and profitable service delivery. This role requires strong technical knowledge, operational discipline, and customer-oriented leadership to position the company as a trusted service partner in the petroleum industry.

Requirements

Proven leadership experience in service operations within the petroleum equipment, industrial services, or construction industry.
Strong technical knowledge of fueling systems, UST/AST, dispensers, POS systems, and environmental compliance equipment.
Track record of managing large service teams and delivering profitable results.
Proficiency in ERP/service management systems and KPI tracking.
Excellent communication, leadership, and problem-solving skills.
Bachelor’s degree in Business, Engineering, Construction Management, or related field (or equivalent experience).

Nice To Haves

In-depth knowledge of petroleum fueling systems (UST/AST, dispensers, piping, POS, vapor recovery, environmental systems).
Understanding of OEM certifications, ICC requirements, and regulatory compliance (OSHA, EPA, NFPA, state fire marshal).
Ability to guide troubleshooting, service strategies, and preventive maintenance programs.

Responsibilities

Direct day-to-day operations of the service division, including scheduling, dispatch, and field activities.
Ensure service requests, preventive maintenance programs, and emergency calls are completed safely, on time, and within budget.
Establish and maintain service standards, KPIs, and reporting metrics (response times, first-time fix rates, customer satisfaction).
Implement and oversee use of service management systems (e.g., ERP/dispatch software, mobile workforce tools).
Lead, coach, and develop service managers, coordinators, and field technicians.
Drive workforce certification and training programs (ICC, OEM certifications, safety training).
Foster a culture of accountability, safety, and continuous improvement.
Oversee staffing, workforce planning, and succession development within the service team.
Manage P&L for the service division, including labor utilization, service margins, and contract profitability.
Support growth of recurring service revenue through maintenance agreements, compliance testing, and value-added services.
Monitor and control costs, resource allocation, and operational efficiency.
Partner with finance to deliver accurate forecasts and budgets.
Ensure high levels of customer satisfaction by resolving escalated service issues and maintaining proactive client communication.
Build and maintain relationships with key clients, OEMs, and regulatory inspectors.
Support sales and business development teams in securing and retaining service contracts.
Represent the service division at customer meetings, trade shows, and industry events.
Ensure full compliance with safety standards (OSHA, state fire marshal, EPA, AQMD) and company policies.
Lead regular safety audits, field inspections, and compliance reporting.
Manage warranty and OEM service obligations in partnership with manufacturers.