Zone Service Director

Block Imaging Parts & Service•Philadelphia, PA

6d•Remote

About The Position

The Zone Service Director oversees field service operations within an assigned zone, leading our regional leadership and service team to achieve key performance indicators and ensure efficient, profitable operations. This role is responsible for driving Customer Service Management (CSM) compliance, managing escalations, and controlling operational costs. As a key member of the leadership team, the Zone Service Director drives operational excellence and customer satisfaction to support the overall success of the organization. This position is remote in nature but requires frequent travel onsite to medical/hospital/customer facilities located in the Philadelphia, PA market and surrounding areas. Ideal candidate will live and work in the Philadelphia Market. Culture Fit: Strengthen Block Imaging’s mission of ‘People Matter’ by living our values of Integrity, Honor, and Growth. Make choices that foster our thriving mindsets and lead with our approach of Together, Thoughtful, and Transparent.

Requirements

Strong analytical capabilities with proven financial acumen.
Excellent communication and interpersonal skills, with the ability to influence at all levels.
Demonstrated success driving performance and consistently meeting or exceeding targets.
Proficient in leveraging data, systems, and reporting tools to support decision-making.
Proven experience in a senior leadership role within a field service or operations environment.
Bachelor’s degree in Business Administration, Operations Management, or a related field (Master's preferred).
Frequent driving 30%+
Load, transport, deliver parts/equipment.
Meet driver eligibility requirements.
Minimum age 21, refer to company vehicle policy.

Nice To Haves

Master's degree preferred.

Responsibilities

Lead, mentor, and performance-manage Customer Success Management and the Field Service team while fostering a culture of collaboration, accountability, and continuous improvement.
Define, track, and drive key performance indicators to improve operational efficiency, service quality, and customer satisfaction.
Own Profit and Loss (P&L) performance for the zone, including revenue growth, budget management, cost control, and financial analysis.
Ensure Customer Service Management (CSM) compliance and effectively resolve customer escalations to maintain high satisfaction levels.
Optimize operations through cost-effective strategies, process improvements, and standardized best practices without compromising service quality.
Partner with Sales, Engineering, and Customer Support while providing clear performance reporting, insights, and recommendations to stakeholders.
Lead and develop team members by setting clear direction, priorities, and expectations; providing regular feedback; and modeling organizational values to foster a healthy, trust-based culture of accountability and growth.
Driving and vehicle operation are essential functions of this role.
Other duties as assigned.