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.

Team Leadership & Development

• 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.

Skills & Competencies

• 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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