Senior Director Operations, Field Services, Services Remote Worker - N/A
States Manufacturing Corporation, Champlin, MN, United States
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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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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