Director of Services

The Director of Service is responsible for leading and managing Heritage’s service operations to ensure that customers receive excellent support and service. This role involves developing service strategies, overseeing service teams, managing customer relationships, and driving continuous improvements in service delivery. The Director of Service will work closely with other departments to ensure that the service organization aligns with business objectives and enhances customer satisfaction.

Duties & Responsibilities: 

Service Strategy and Leadership:

• Ensure a culture of safe behavior and operations.
• Develop and implement service strategies that align with the organization’s goals and objectives.
• Lead and manage the service department, ensuring high levels of customer satisfaction.
• Monitor service performance metrics and KPIs to ensure optimal service delivery.

Team Leadership and Development:

• Oversee and manage service teams, including hiring, training, and mentoring staff to ensure they have the necessary skills and tools to succeed.
• Foster a positive and collaborative team environment that encourages continuous improvement and customer-centricity.
• Conduct performance reviews and provide ongoing feedback and coaching to service team members.

Customer Relationship Management:

• Build and maintain strong relationships with key customers to ensure satisfaction and address any service-related concerns.
• Act as the escalation point for critical customer issues, ensuring timely resolution and effective communication.
• Gather and analyze customer feedback to improve service offerings and processes.

Service Operations Management:

• Oversee the day-to-day operations of the service department, ensuring efficient workflows and adherence to service level agreements (SLAs).
• Develop and implement service policies, procedures, and best practices to standardize operations and improve service quality.
• Monitor and manage service costs, including staffing, resources, and third-party vendors.

Continuous Improvement:

• Identify opportunities for process improvements and implement changes to enhance service efficiency and customer satisfaction.
• Use data analytics to assess service performance and identify trends, areas for improvement, and potential risks.
• Implement new technologies and tools that enhance the service team’s ability to deliver outstanding customer support.

Cross-Functional Collaboration:

• Collaborate with other departments, including sales, product, and marketing, to ensure alignment between service delivery and overall business goals.
• Provide insights and feedback to product development teams regarding customer needs and service issues.
• Partner with the IT team to ensure service systems and technologies are optimized.

Budgeting and Resource Management:

• Develop and manage the service department’s budget, ensuring cost-effectiveness and proper resource allocation.
• Negotiate contracts and manage relationships with third-party service providers and vendors.
• Ensure that the department operates within budget and identifies areas for cost savings.

Reporting and Compliance:

• Generate regular reports on service performance, customer satisfaction, and key performance indicators (KPIs) for senior management.
• Ensure that the service department complies with all relevant regulations, standards, and industry best practices.
• Stay up-to-date with industry trends, service innovations, and emerging technologies.

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field; MBA preferred.
• Minimum of 7-10 years of experience in heavy equipment service management or customer support, with at least 5 years in a leadership role. 
• Proven track record of developing and implementing successful service strategies and improving customer satisfaction.
• Strong leadership and team management skills, with the ability to motivate and develop staff.
• Excellent communication, problem-solving, and decision-making skills.
• Experience managing budgets, contracts, and third-party vendor relationships.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Able to communicate effectively and lead others through change and new strategic initiatives.
• Able to build effective teams, coach and develop others. 
• An individual who seizes opportunities and takes initiative as appropriate.
• Ability to work collaboratively with cross-functional teams.
• High level of integrity and professionalism.
• Proficiency in customer service software, CRM systems, and Microsoft Office Suite.