Description:

Total Warehouse Inc. is seeking an experienced and results-driven Director of Service Operations to lead and oversee all service-related operations. Reporting directly to the CEO, this role will be responsible for the overall strategy, leadership, and performance of the service department, including managing a team of service technicians and ensuring the highest levels of service quality and customer satisfaction. This position requires a dynamic, forward-thinking leader who can develop and execute strategies that drive operational excellence, revenue growth, and cost efficiency within the service sector of the company.

Requirements:

Key Responsibilities: Strategic Planning

Develop and implement long-term service strategies aligned with company goals to improve service delivery, profitability, and customer satisfaction.
Design scalable service frameworks across regions, including technician structures, service site operations, and support systems.

Team Leadership

Lead and inspire multi-state service teams, including managers, technicians, and support staff.
Promote a culture of accountability, development, and engagement.
Build leadership pipelines and technician career paths through training and performance programs.

Operational Excellence

Optimize service workflows and technician dispatch processes using Oracle NetSuite and mobile technology tools.
Ensure adherence to SLAs, safety standards, and compliance regulations across all operations.
Drive efficiency through process improvements and best practice implementation.

Financial Management

Own the Service P&L: manage departmental budgets, labor allocation, pricing models, and cost controls.
Implement margin-enhancing strategies and monitor TCO-reduction efforts in alignment with company objectives.

Performance Monitoring

Build and manage robust KPI dashboards to track technician performance, service profitability, turnaround time, warranty rates, and customer feedback.
Leverage real-time data for decision-making, forecasting, and departmental planning.
Drive strategic lean events (VSM, Kaizen, etc.); update knowledge and applications of Lean tools, 6S, Six Sigma and Project Management.

Customer Satisfaction

Ensure prompt and high-quality service delivery that meets or exceeds customer expectations.
Monitor feedback and proactively resolve escalations and systemic service issues.
Support customer retention and growth through consistent service excellence.

Qualifications & Experience:

10+ years in service operations leadership, preferably in material handling, industrial services, or related sectors.
Proven experience in structuring and scaling technician teams and service programs across multiple states.
Strong financial acumen, including budgeting, forecasting, and P&L ownership.
Expertise in KPI development, performance analytics, and tech-enabled service delivery.
Familiarity with Oracle NetSuite or similar ERP/asset management platforms.
Exceptional leadership, communication, and interpersonal skills.
Strategic thinker with a hands-on approach and a passion for innovation and continuous improvement.
Bachelor’s degree required; MBA or advanced certifications in Operations, Engineering, or Financial Management preferred.
Black Belt Six Sigma Certification

Key Competencies:

Leadership & Management: Inspire, delegate, and develop high-performing teams.
Strategic Thinking: Ability to see the big picture while executing tactical improvements.
Operational Expertise: Deep understanding of field service operations and asset lifecycle.
Customer Focus: Champion of service excellence and customer experience.
Analytical Rigor: Data-driven decision-maker with strong problem-solving skills.
Communication: Clear, persuasive communicator with stakeholders at all levels.

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