Service Director - PCS
About The Position
The Service Director is responsible for resources and logistics needed to perform customer-site services and maintenance, including preventive and remedial maintenance, repair, refurbishment, management of maintenance facilities, and field services engineering. The role plans and executes departmental operations or professional activities within a technical discipline, working with some autonomy under established policies and standards. It may modify procedures and practices provided that quality, volume, and timeliness standards are met. The position serves as the primary customer contact for timely, satisfactory resolution of concerns across assigned regions, products, or coverage areas. It requires in-depth technical knowledge, analytical thinking, and experience to execute policy and strategy, as well as people leadership, including hiring, staffing, and performance development. The Service Director uses judgment to address complex, varied, or interdependent processes, draws on internal and limited external sources to make decisions, supports less experienced colleagues, may lead small, low-risk projects, and communicates expectations while helping teams reach consensus.
Requirements
- For roles outside the United States: advanced experience in Services and Customer Service Management; knowledge comparable to a bachelor's degree, or a high school diploma with relevant experience.
- For U.S.-based roles: bachelor's degree from an accredited university or college, or a high school diploma/GED with at least 6 years of experience in the relevant Job Family Group(s)/Function(s).
- People leadership ability, including hiring and developing talent.
- In-depth technical knowledge and analytical thinking and technical experience.
- Strong oral and written communication skills.
- Demonstrated ability to analyze and resolve problems.
- Ability to document, plan, market, and execute programs.
- Established project management skills.
- Must be legally authorized to work in the United States; employment visa sponsorship is not available.
Nice To Haves
- Ability to propose solutions beyond established parameters for complicated processes with technical variety or interdependent production cycles.
- Ability to use multiple internal and limited external sources to inform decisions.
- Ability to explain information and develop skills to bring team members to consensus.
Responsibilities
- Serve as the single point of contact for customers and resolve concerns about support services in the assigned region, product, or coverage area.
- Maintain knowledge of assigned regions, coverage areas, product lines, and associated configurations and installations; connect customers with appropriate internal functions.
- Establish and maintain ongoing technical and business support for assigned customers.
- Plan and execute departmental operations or professional activities within a technical discipline.
- Hire, staff, develop, and manage team performance.
- Use technical and analytical expertise to execute policy and strategy and address complex processes.
- Act as a resource for less experienced colleagues and may lead small projects.
- Communicate performance expectations, help team members reach consensus, and handle sensitive issues.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Paid time off
- 401(k) plan with employee and company contribution opportunities
- Life insurance
- Disability insurance
- Accident insurance
- Tuition reimbursement
- Professional development
- Relocation assistance
- Performance-based incentive compensation, which may include cash bonuses and/or long-term incentives
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What This Job Offers
Job Type
Full-time
Career Level
Manager
