Job Description
Job Type Full-time Description Position Summary The Director of Service Operations provides leadership and strategic direction for all field services, equipment modernization, maintenance, warranty, and repair operations. This role ensures safe, high-quality, and profitable delivery of services across electrical distribution systems including LV/MV switchgear, circuit breakers, UPS systems, generators, transformers, protective relays, and controls. This position oversees field service technicians, modernization technicians, service supervisors, dispatch/logistics personnel, and warranty/repair support staff, and reports directly to the Vice President of Service. Key Responsibilities Operational Leadership • Lead and manage all field service operations including preventive maintenance, troubleshooting, repairs, testing, commissioning, emergency response, and customer support. • Oversee modernization programs including breaker retrofits, relay upgrades, controls modernization, and gear refurbishment. • Manage warranty processing, field warranty response, and documentation. • Oversee repair workflows including triage, in-shop repairs, component testing, and return-to-service validation. • Ensure adherence to OEM standards, internal procedures, and customer requirements. • Manage resource allocation, scheduling, and high-utilization technician deployment. • Own preventive and predictive maintenance programs and ensure documentation quality including maintaining PM standards, checklists, and service procedures. Team Leadership & Development • Lead service managers, field service technicians, modernization technicians, and logistics/dispatch teams. • Implement technician development pathways, skills matrices, and certification programs. • Oversee hiring, mentorship, coaching, and performance management. • Promote a culture of safety, quality, accountability, and customer focus. Financial & Business Management • Maintain P&L responsibility for service, modernization, maintenance contracts, warranty, and repair programs. • Support pricing strategies, labor estimating, and proposal development. • Track KPIs such as utilization, productivity, margins, warranty cost, and schedule adherence. • Develop labor and resource forecasts aligned with workload demand. Safety, Compliance & Quality • Ensure compliance with NFPA 70E, OSHA 1910/1926, LOTO, arc flash programs, and customer site requirements. • Conduct safety audits, jobsite inspections, and corrective action initiatives. • Ensure QA/QC standards for all service and modernization work. • Maintain documentation standards for service reports, PM forms, test results, warranty evaluations, and repair logs. Strategic Initiatives • Assist in the development of our service offer portfolio • Lead process improvement initiatives in logistics, tooling, fleet management, and field reporting systems. • Support service expansion and organizational integration initiatives. • Implement digital field tools, dashboards, and operational management systems. Required Qualifications • Bachelor’s degree in Operations, Business Management, Electrical Technology, or related field preferred. • 12+ years of electrical service experience with 5+ years in operational leadership. • Strong background in switchgear, breakers, UPS, generators, transformers, relays, and modernization programs. • Experience managing service, maintenance, warranty, and repair operations. • Strong understanding of NFPA 70E, OSHA, and electrical safety compliance. Skills & Competencies • Strong leadership, communication, and team-building abilities. • Skilled in scheduling, planning, and operational optimization. • Financial acumen with P&L, forecasting, and job costing experience. • Proficient in ERP, CRM, and field service management systems. • Excellent customer engagement and conflict-resolution skills Performance Metrics • Technician utilization and productivity • Service and modernization gross margins • Warranty cost reduction and response performance • Repair cycle time and QA results • PM completion and contract renewal rate • Safety performance and compliance • Customer satisfaction and service delivery timelines Reporting Structure • Reports To: Vice President of Service • Direct Reports: Service Supervisors, Field Service Technicians, Modernization Technicians, • Dispatch & Logistics Personnel, Warranty/Repair Support Staff Location & Travel • Based at corporate or regional headquarters. • Travel required (20–40%) to field sites, customer locations, and branch offices. Salary Description Total Compensation up to 230,000