VP, Service Operations Door Systems

ASSA ABLOY•Huntersville, NC

About The Position

Door Systems ASSA ABLOY is seeking a Vice President of Service Operations for its US/Mexico operation. The role leads and transforms service operations across commercial and residential dock and door businesses, driving operational excellence, profitability, workforce productivity, customer satisfaction, and scalable growth through standardized processes, performance management, and best practices. The VP partners with field leadership, sales, finance, supply chain, and branch operations to build a service-focused organization with consistent execution, effective technicians, a strong customer experience, and expanding contribution margins. The position champions continuous improvement and a culture of accountability, data-driven decision-making, and operational discipline. It reports directly to the US/Mexico business unit president. The role owns service operational performance, particularly service growth and margin expansion. It leads strategy, standard work development and deployment, financial planning and performance improvement, field-service workforce and technology initiatives, and customer experience and service-growth efforts across commercial dock equipment, overhead doors, warehouse solutions, loading dock systems, and residential garage door service businesses. Success is measured by service contribution margin, technician productivity and utilization, revenue per technician, first-time fix rates, callbacks, service gross profit, preventive maintenance contract growth, customer satisfaction and retention, safety, standard work adoption, labor efficiency, overtime, and working capital and inventory productivity.

Requirements

Bachelor's degree in Business, Engineering, Operations Management, or a related field required.
15+ years of progressive leadership experience in field service, industrial services, construction services, building products, specialty distribution, equipment services, or related industries.
Experience implementing enabling service technologies and business intelligence tools.
Strategic service leadership, operational excellence, standard work development and deployment, strong financial acumen, and service margin expansion capabilities.

Nice To Haves

MBA preferred.

Responsibilities

Develop and execute a multi-year service operations strategy aligned with company growth and profitability objectives.
Establish and lead an operational excellence framework across service locations and business units.
Drive continuous improvement using Lean, Six Sigma, and other operational methodologies.
Implement performance management systems to improve service quality, response times, technician utilization, and customer satisfaction.
Establish operating metrics, dashboards, and business reviews to drive accountability and performance.
Identify and eliminate inefficiencies affecting cost, productivity, and customer experience.
Design, document, and deploy organization-wide standard work processes for service activities.
Develop scalable procedures for dispatching, field service execution, preventive maintenance, emergency response, parts utilization, fleet management, and customer communication.
Ensure standard work is adopted and audited across branches and regions; develop training programs, operational playbooks, and governance mechanisms to measure adherence and effectiveness.
Partner with branch and regional leaders to sustain compliance and continuous process improvement.
Own service operational performance, focusing on service growth and margin expansion.
Improve labor efficiency, technician productivity, work-order profitability, inventory management, and service pricing execution.
Increase billable utilization and reduce nonproductive labor.
Partner with finance and commercial leaders to optimize service contracts, maintenance programs, and service delivery models.
Improve first-time fix rates, reduce callback frequency, and maximize technician effectiveness.
Establish margin-focused KPIs and accountability mechanisms throughout the organization.
Lead annual operating plans, forecasting, budgeting, and productivity initiatives.
Lead service operations teams across commercial dock equipment, overhead doors, warehouse solutions, loading dock systems, and residential garage door service businesses.
Improve organizational structure, workforce planning, recruiting, retention, and technician development strategies.
Build a culture focused on safety, customer experience, execution excellence, and operational accountability.
Drive adoption of field service management platforms, scheduling tools, route optimization, and mobile technician solutions.
Develop succession planning and leadership development programs for regional and branch service leaders.
Partner with sales and operations leadership to support consistent service revenue growth.
Improve customer responsiveness, service quality, and contract retention; establish customer-centric operating standards.
Use customer feedback and operational data to identify improvement opportunities.
Support expansion of preventive maintenance programs, recurring service agreements, and aftermarket service offerings.