Vice President of Service

VICE PRESIDENT OF SERVICE  

 

Our client is a leader in Commercial, Industrial, and Residential Overhead Doors, Sectional Doors, Dock Equipment, and Residential Garage Door installation and service. For over 25 years, they have provided a wide range of products and services to a global clientele in more than 100 countries.  

 

1.    Ten years of experience in the overhead door, dock, automatic door, hollow-metal, and related equipment industry working for a dealer/distributor that installs and services these products
2.    Ideally, a blend of sales, marketing, and field experience
3.    Has the necessary technical and product experience and knowledge to relate and communicate between sales, marketing, field technicians, and customers
4.    Has project management experience or skills and mindset; attention to detail, ability to manage multiple priorities and tasks to deliver outputs on time and of high quality
5.    Comfortable and experienced leading using influence, persuasion, and collaboration more so than direction to accomplish goals and objectives
6.    High level of business maturity acumen, including understanding and working with a P&L
7.    Comfortable working with, utilizing, and presenting in MS Excel, PowerPoint, and Word, as well as an aptitude for software programs in general
8.    Experience with ERP system implementation in a multi-location service industry environment is a plus

 

The VP of Service will be responsible for leading the analysis, development, implementation, change management, training, and execution of all service offers delivered by company locations, including current and future initiatives throughout North America (US, Canada, Mexico).

This role will also lead the efforts to ensure the company organization is aligned and supporting the services growth strategy and meeting its annual sales and CM rate targets. This is facilitated through their active participation as a member of the Leadership team, collaboration and working through the Director of Marketing, VP Finance Controller, Regional service leaders, Regional GMs, Field Operations Managers/Location Operations Managers, and Sales Leaders.

This position reports directly to the President. Expected travel is ~25% throughout the U.S., Mexico, and Canada.

 

• Document, assess, and analyze the current services provided by each company location – both residential and commercial services.
  • Manage the labor process of standardization of these services, where possible; 
    • Documentation
    • How we market, sell, and manage these services and the collaterals and website promotions necessary
    • Technician skills
    • Training required; document and/or develop the necessary training for each service provided and process to manage/document, by technician, where appropriate
    • Cost and pricing expectations
    • Contribution Margin rate expectations
    • Local market competitive price analysis and comparison – documented at least 1x/year

• Investigate, assess, analyze, and recommend future services that could be provided by each company location; both residential and commercial services;
  • Focus on expanding our current services offers in order to grow our business within our existing location markets and customers, both Residential and Commercial products such as:
    • Residential garage doors
    • Docking equipment
    • Commercial sectional doors
    • Commercial gates, store front glazing and locksmith services
  • The VP of Service is responsible for leading and recommending new or expanded service offers, such as planned maintenance programs, proactive door care programs that, in the local markets balance and maximize the following;
    • Business opportunity
    • Technical capabilities of the field technicians
    • Ensure the abilities of the local sales team to promote and sell
    • The need and acceptance of our customers
• Field service technician recruitment, development, career path, and incentives –
  • Training; by offer and/or technician level
  • Capabilities; tiers or levels (see MX model)
  • Career paths
  • Incentive plan to drive service opportunities and growth
    • Disciplined and accountable sticker on the door/dock process
    • Lead generation for service sales to leverage
    • Increased first-time fix at the customer site due to parts inventory on the truck
    • Increased opportunity fixes at the customer site due to parts inventory on the truck

• Commercial and Residential Service sales growth in each location of 10% annually
• Service CM rate improvement and/or maximization through labor and parts price management and costing.
• Documented and formalized service offers; both internally and externally
• Field Technician program development, implementation, and continuous evolution to drive, support and deliver on company service growth expectations

 

This position will be located in Huntersville, NC (Metro Charlotte). This is a full-time position that is available for immediate hire. A meaningful compensation package will be developed for the successful candidate that will include a base salary, bonus structure, vehicle allowance, 401K with match, and comprehensive benefits.