Director of Industrial Service Operations

Department: RD&S

Employment Type: Full Time

Location: Fairless Hills, PA

Description

RD&S is adding a Director of Industrial Service Operations to our team! The Director of Industrial Service Operations is the head management role within the industrial refrigeration field service operations team.  In their role they are overseeing the regional field service management team and technical managers with their daily business operations. This position will develop and implement the industrial field service plans within the Business Unit, and will also drive service department policies and technician development plans with the regional service managers. The position reports to VP of Service.

Key Responsibilities

The Director of Industrial Service Operations is accountable for providing operational strategy and management for the organization’s regional service processes including:

• Primary management liaison with the engineering and project management team on operational issues within the business segment.
• Responsible to track and communicate backlog priorities to the leadership/key stakeholders for review and actions
• Providing full staffing and management plans for the field service functions within the service organization, including system commissioning technicians
• Driving field service program best practices and use of service software/tools 
• Developing and implement training/mentoring plans for the service managers
• Setting goals and objectives for service managers and service team members for achievement of operational results
• Driving a customer focused service strategy to drive organic business growth

Skills, Knowledge and Expertise

• 10+ years’ experience in a technical/equipment service management role with industrial refrigeration customers.
• A technical degree or commensurate experience in industrial/commercial/technical field service.
• Able to provide business support to a multi-location team efficiently and accurately.
• Ability measure and drive team performance to maximize department goals.
• Experience driving process improvements within multi location and remote teams.
• Able to multi-task and work under pressure.
• Self-motivated manager and highly organized. 
• Must be able to work independently and create technical support plans for custom engineered systems and OEM equipment.
• Computer literacy including knowledge of ERP systems, CRM software, MS Office, and ability to quickly learn new software.
• Advanced OEM equipment knowledge and training.   
• Must complete all required safety and equipment training to visit/manage field service personal. 
• Must possess excellent customer service skills and have a strong drive to learn and develop in service operations management.
• Travel up to 25% regional in the service area

Benefits

• Eligible for healthcare benefits on Day 1 of employment:                
  • Medical, dental, vision, and prescription drug coverage
  • Flexible Spending Account (FSA), Dependent Care Spending Account (DCSA)
  • Health Savings Account (HSA)
  • Company-paid Life Insurance; Supplemental Employee, Spouse, and Dependent Life
  • Accident Hospital Indemnity
  • Company-paid Short and Long-term Disability Insurance
  • Pet Insurance
• Employer matched 401(k) saving plan (with Roth option)
• Weekly paycheck
• Generous paid holiday schedule (11 days per year)
• Paid time off (vacation + sick time)
• Access to a variety of Learning & Development programs
• Employee Referral Bonus Program
• Tuition Reimbursement

EOE – Disability/Veterans