Concentric is the first national industrial power services organization delivering forklift and critical power as well as maintenance solutions that ensure uninterrupted, sustainable facility power. The company’s signature solutions, Guaranteed POWER® and Perpetual POWER® are industry firsts, improving reliability, sustainability, and safety to solve the power problem for facility leaders. Concentric helps data centers, distributors, manufacturers, utilities, communications infrastructure and more develop resilience in their power systems while making the energy transition with less risk. With a national network of service professionals, Concentric provides engineering, installation and maintenance/management for power equipment including backup batteries, UPSs, generators, energy storage, micro grids, forklift power, onsite maintenance and more. Learn more at concentricusa.com.

Job Summary

The Vice President of Operations will plan, direct, coordinate, and oversee operations activities in the organization, ensuring development and implementation of efficient operations and cost-effective systems to meet current and future needs of the organization. This role requires a results-driven, hands-on leader, committed to cultivating and motivating a world-class service team to drive, support, and enhance the processes that run our business. The position requires the ability to build effective partnerships internally and externally, across all levels of the organization and will work closely with Service Teams, Sales, Operational Leadership, Finance, and Technology to improve operational efficiency and drive profitable growth, companywide.

Key Job Responsibilities:

• Collaborate with executive leadership to develop and meet company goals while supplying expertise and guidance on      operations projects and systems.
• Collaborate with other divisions and departments to carry out the organization’s goals and objectives.
• Identify, recommend, and implement new processes, technologies, and systems to improve and streamline organizational processes, and use of resources and materials.
• Align organization to meet or exceed Customer service standards while continually building a customer centric culture. 
• Ensure departmental decisions and project plans such as those for staffing, development, organization, and facilities are in line with the organizations business plan and vision.
• Reviews and approves cost-control reports, cost estimates, and staffing requirements across the organization.
• Present periodic performance reports and metrics to executive leadership.
• Maintain knowledge of emerging technologies and trends in operations management, as well as the industries we serve.
• Develop intermediate and long-term plans that align the businesses and gain operational consistency in the organization.      
• Serve as a communication leader and influence behaviors, to share the best practice strategies and results that will enable growth. 
• Establish and administer budgets to drive profitable growth through increased revenue and optimized operations.
• Analyze operational systems and processes and provide recommendations and solutions for improvements. 
• In Service, focus on Service Call Intake, Quotes, Dispatch, Billing and Procurement Processes to maximize the customer experience, as well as profitability of our operations.
• In Operations, focus on Technician Recruitment, Training and Development, Warehouse, Parts and Inventory Management, and overall Management of the vehicle and equipment fleet.
• Manage process changes, enhancements, and modifications to facilitate implementation of new or improved business      processes. 
• Responsible for selecting, training, developing, and managing performance of direct reports and their associates; includes planning and assigning work for associates in accordance with the overall strategy for operations and service. 
• Play a lead role in the support for existing and future IT and technology implementations for Concentric and external vendor partners. Responsibilities include but are not limited to integration strategy, communication plans, reporting/analytics      tracking, risks/benefit analysis, and go-live support. 
• Lead efforts to identify, secure and retain service customers by actively engaging in the improvement of the customer service process, and establishing relationships to enhance the reputation of Concentric in the industry.
• Other duties as assigned by supervisor.

Key Performance Measurements:

• Drive accountability for key performance indicators to move the business forward.
• A score card that reflects performance in areas such as safety, completion time for projects, customer satisfaction, and issue resolution.
• Growth of existing customer services utilized.
• Driving key business initiatives as the customer needs change.
• Other Key Performance Indicators as assigned by supervisor.

· Leadership experience with a multi-site, multi-channel, geographically distributed service-related workforce.

· 10+ years of progressively operations and service leadership experience in a branch-based service industry.

· 8+ years of managing multiple team members and directly and indirectly influencing business at Executive and VP levels.

· 8+ years with warehouse, inventory, procurement, and fleet management.

· Excellent interpersonal skills and collaborative management style.

· Excellent verbal, analytical, organizational, writing and presentation skills. Ability to effectively present information to internal and external customers.    

· Deep understanding of service-related tracking, dispatching, processing, and billing systems, and how they related to the customer experience.

· Proven ability to thrive in a fast paced, technology driven service environment.

· Demonstrated success working in highly collaborative/cross-functional environments.

· Ability to analyze and improve work processes. Requires the skill set to develop project plans to execute changes, track deliverables and communicate benefits associated with the new process (ex. financial and non-financial benefits).

· Strong strategic planning capabilities that maximize performance and deliver profitability.

· Flexibility to quickly adapt to changing business demands, processes, or strategy.

· Demonstrated ability to take initiative and ownership with focus on continuous improvement.    

· Embody a customer focused, servant leadership approach to others and sense of professionalism in all interactions.

· Bachelor’s Degree or equivalent work experience.

· Willing to travel within the contiguous United States.

*This job description is subject to change at any time.

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit or stand up to 8 hours; use hands to type, maneuver, handle, or feel; and talk or hear. The employee frequently is required to walk and reach with hands and arms. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up 25 pounds. While performing the duties of this job, the employee may be required to wear approved Personal Protective Equipment (PPE) and must maintain a high level of self-awareness about their surroundings.  Specific vision abilities required by this job include close vision and ability to adjust focus. 

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work is performed primarily in customer facility locations, Concentric office space, hotels, and more. The noise level in the work environment is moderate to heavy requiring hearing protection (customer locations). 

The Concentric Company considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, genetic information, marital or veteran status, or any other legally protected status.

Benefits

At Concentric we believe that Our People are what make us great and help us deliver exceptional customer service! We offer industry leading Benefits to include:

• Competitive pay – Plus incentive opportunities and overtime potential for our hourly employees!
• Full benefits package that starts day one – Includes medical, dental, vision, company-paid life insurance and disability coverage.
• 401K with match
• 8 paid holidays
• Full-time Employees receive 128 Hours of PTO Annually
• Training and mentoring – Learn from our experts in the industry.
• Advancement opportunities.

The benefits listed are subject to change at any time. Please speak with an HR Representative for details. In the case of conflict between the information listed and the official plan documents, the plan documents will always govern.