Director of Service

Qualdoc•Marietta, OH

2d•Hybrid

About The Position

We are seeking a senior service leader to build and lead a high-performing field service organization supporting mission-critical equipment and data center customers. This is a strategic, hands-on leadership role for someone who can design service systems and programs while also working directly in the field when needed. The ideal candidate combines strong business leadership with practical service experience and is comfortable troubleshooting issues, supporting customers, and developing teams.

Requirements

Significant leadership experience building or scaling a field service organization.
Experience leading service operations for industrial, electrical, or mission-critical equipment.
Strong understanding of data center and mission-critical environments.
Experience managing a department P&L and service KPIs.
Demonstrated experience developing preventive maintenance programs, SLAs, documentation systems, and certification programs.
Strong customer-facing and team leadership skills.
Excellent problem-solving and crisis-management abilities.
Ability to develop strategy while also taking a hands-on approach to execution.
Willingness and ability to travel to field locations and work directly with customers and service teams.
Strong communication, organizational, and decision-making skills.

Nice To Haves

Knowledge of PDU and STS systems strongly preferred.

Responsibilities

Build and establish a scalable service organization for a growing equipment business.
Develop and implement a comprehensive service operating system across product lines.
Create and manage preventive maintenance programs.
Establish service documentation, procedures, and technical reference libraries.
Develop employee and technician certification programs.
Create and manage Service Level Agreements (SLAs) and performance standards.
Own and manage the service department P&L, including budgeting and financial performance.
Recruit, develop, and lead a high-performing service team focused on customer satisfaction.
Establish service KPIs and use performance data to improve operations.
Provide leadership for complex customer and field-service issues.
Support scheduling, troubleshooting, field operations, and customer relationships.
Travel to customer and field locations to support service activities and maintain strong relationships.
Partner with Engineering and Operations leadership on product and service improvements.
Provide strategic direction while remaining actively involved in day-to-day execution.