Director, Service Operations

The Director, North America (NA) Service Operations leads the United States and Canadian Field Service and Bench teams and is responsible for developing and implementing service delivery strategies that ensure outstanding customer experience including on-time, high quality, and best-in-class customer interactions and service outcomes.  This position is accountable for the performance of a team of 200+ field and bench service managers and service technicians including driving continuous improvement efforts in the attainment of service goals utilizing the tools and philosophies of the Veralto Enterprise System (VES). 

This role reports to the Sr. Director, North America Service and is part of a Service leadership team responsible for ensuring excellent customer ownership journey experiences. This will can be based remotely in the US.

In this role, a typical day will look like:

• Leads senior managers to build and develop a high-performing team of field service managers, field service technicians, bench managers, and bench technicians.

• Drives achievement of service operations (field and bench) KPIs including customer satisfaction, growth, productivity, and safety by driving accountability and responsibility within all team levels.

• Establishes and maintains relationships with key customers through periodic field visits.  Explores customer needs and translates the voice of the customer to resolve problems and establish service strategies. 

• Builds and maintains strong relationships with Senior Sales leaders.

• Partners with commercial service leadership in the region and the global service team to identify gaps in service offerings and deliver commercial service growth. 

• Leverages and drives the use of problem solving processes and other VES tools to identify and resolve regional service delivery problems and to enhance customer experiences.

• Provides consultation on the viability of custom service contracts including validation of current field service capabilities

• Oversees the recruiting, onboarding, development, and performance management of a 200+ team of field and bench service managers and service technicians.

The essential requirements of the job include:

• BA or BS degree or equivalent experience required. 

• 7+ years’ demonstrated experience leading large cross-functional projects and product services teams.

• Ability to travel domestically up to 30%.

• Experience using Salesforce and/or ServiceMax would be helpful.

At Hach (www.hach.com), we ensure water quality for people around the world, and every associate plays a vital role in that mission. Our founding vision is to make water analysis better—faster, simpler, greener and more informative. We accomplish this through teamwork, customer partnerships, passionate experts, and reliable, easy-to-use solutions.

As part of our team, you’ll make an immediate, measurable impact on a global scale by enabling the world’s everyday water needs. You’ll also belong to a respectful and collaborative community that fosters career growth and professional development. You’ll be supported by resources that make a positive difference in your life because, at Hach, we value your authenticity and want your talents to shine.

Motivated by the highest possible stakes of climate change and global health, we’re working together within a rapidly digitizing industry to find innovative technologies that guarantee the safety of our water and our environment.  More about us: https://www.hach.com/about-us

Hach is proud to be a Water Quality company in Veralto (NYSE: VLTO).  Imagine a world where everyone has access to clean water, safe food and medicine, and trusted essential goods. That is the tomorrow Veralto is creating today.  Veralto is a $5B global leader in essential technology solutions made up of over 16,000 associates across our Water Quality and Product Identification segments all united by a powerful purpose: Safeguarding the World’s Most Vital Resources.

US ONLY: 

The below range reflects the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future. An associate’s position within the salary range will be based on several factors, including, but not limited to, relevant education, qualific