Senior Director, Industrial Service Operations

Generac Power Systems • Sussex, WI

1d

About The Position

The Senior Director of Service Operations is responsible for leading delivery and continuous improvement of aftersales service and support for stationary power generation solutions. This role provides strategic oversight of field service, parts operations, dealer enablement, and technical support to ensure high-performance service for industrial power generation dealers and customers. This leader defines the long-term service strategy, aligning operations with the evolving needs of industrial power generation customers while driving scalable, compliant, and efficient service models. The position works closely with executive leadership across Product, Engineering, Sales, Supply Chain, and Digital teams to influence product roadmaps, address systemic challenges, and enhance the overall customer experience from end to end.

Requirements

• Bachelor’s degree in Engineering (Electrical or Mechanical preferred), Business, or equivalent experience.
• 10+ years of experience in power generation service operations, technical service leadership, or mission-critical infrastructure environments.
• 7+ years of progressive leadership experience managing large, complex, multi-disciplinary teams.
• Demonstrated experience supporting power generation environments, including stringent SLA and uptime requirements.

Nice To Haves

• Strong decision-making skills
• Proficient in MS Excel, MS Word
• Proficient oral and written communication
• Ability to perform detail-oriented work with a high degree of accuracy
• Excellent verbal, written and interpersonal skills
• Excellent attention to detail, critical thinking and problem-solving skills
• Excellent time management skills, able to meet deadlines, manage time effectively

Responsibilities

• Define and own the service operations strategy for industrial power generation dealers and customers, ensuring alignment with Generac’s growth objectives and Industrial business strategy.
• Serve as the executive escalation point for critical customer issues, service level agreements, and service performance in high-availability environments.
• Establish governance, operating models, and performance frameworks to scale service operations sustainably as demand increases.
• Provide executive oversight of 24/7 service operations, supporting complex, high-volume environments and mission-critical infrastructure.
• Lead large, multi-layered organizations spanning field service, technical support, parts, training, and dealer enablement.
• Drive service reliability, speed-to-resolution, and quality metrics across all support channels.
• Develop and execute regional and dealer, partner, and field service strategies to ensure coverage, capability, and consistency.
• Build and maintain strategic relationships with dealer channels and key direct national accounts.
• Ensure dealer and partner readiness through advanced training, certification, and performance management.
• Partner with Product Management and Engineering to influence serviceability, reliability, and lifecycle support in product design.
• Establish closed-loop feedback mechanisms to translate field data and customer insights into product and process improvements.
• Champion continuous improvement initiatives that reduce downtime, improve reliability, and enhance total cost of ownership.
• Build, lead, and develop a high-performing leadership team, fostering a culture of accountability, technical excellence, and customer focus.
• Define organizational capabilities and succession strategies to support long-term scale.
• Lead change management initiatives as service models evolve.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior