Director of Service Operations
3 weeks ago
Director of Service Operations
Burlington
$85-100K + Bonus
In this role, you’ll lead the service team, manage a team of field technicians, drive key KPIs, and manage daily operations to align with company objectives. If you're a results-driven, strategic thinker with a commitment to delivering world-class service, this is an ideal position for you.
This is a hybrid working role 2 days in office.
Key Responsibilities:
1. Leadership & Culture
- Cultivate a growth-oriented culture, motivating the team to excel while upholding company values.
- Lead by example, fostering a positive work environment and continuous development.
2. Team Development & Recruitment
- Manage team staffing, hiring, and training to support scalability and growth.
3. Operational Excellence
- Work with the COO to develop strategies for service enhancement, efficiency, and profitability.
- Analyze KPIs and adjust operations to meet targets.
- Maintain effective vendor relationships to support business standards.
4. Customer Experience
- Deliver exceptional service and resolve escalated issues promptly.
- Enhance the customer experience by addressing pain points and implementing best practices.
5. Strategic Growth & Financial Planning
- Partner with leadership to identify growth opportunities and develop annual budgets.
- Innovate service policies, pricing models, and structures for market competitiveness.
6. Financial Accountability
- Review financials regularly to support revenue growth, sustainability, and cost efficiency.
7. Coaching & Training
- Clearly communicate goals and expectations, conducting regular feedback and training sessions.
- Support team development with onboarding, training programs, and performance reviews.
Requirements:
- Proven experience in Field Service with strong leadership skills.
- Excellent communication and organizational abilities.
- In-depth knowledge of field service operations.
- Automotive or HVAC industry is an asset
Preferred Qualifications:
- Familiarity with Salesforce and Field Service Lightning; FSL Certification (or willingness to obtain).
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