Senior Director Operations, Field Services, Services Remote Worker - N/A

Senior Director Operations, Field Services
Remote Worker - N/A • Services

Job Type

Full-time

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.
• 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.
• 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.

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