Director of Service

Founded in 1988, Mersino is a single source for pumping services, contract dewatering, one-pass trenching, power generation and drilling. Our people are the most valuable asset, and we strive to maintain a culture that inspires dedication to customer service. Whether a planned project or an emergency response, Mersino meets challenges with expertise, equipment, and service. 

We move water.

Location: Preferably in Auburn Hills, MI or near one of our established branches.

Travel: Ability to travel up to 50%

Job Summary:

The Director of Service plays a crucial role within the organization by ensuring both efficiency and quality in the repairs and maintenance to Mersino’s fleet of dewatering pumps, generators, heavy equipment, and vehicles. This position will have direct oversight over Mersino’s Regional Service Mangers and will be responsible for developing an organization-wide strategic service plan that aligns with the company’s goals and objectives with an aim of ensuring maximum uptime and reliability of equipment. The Director of Service will have P&L responsibility for the Service segment of the organization, and will ultimately be responsible for developing, implementing, and maintaining organization-wide strategic service programs with an aim of ensuring maximum ROI, utilization, longevity, reliability, and uptime of equipment. Ultimately, the corporate service manager will be responsible for developing, implementing, and maintaining the quality, efficiency, and safety of our service operations throughout the organization.

Responsibilities:

• Develop and implement an organization-wide strategic service plan that aligns with company goals to maximize longevity, uptime and reliability of equipment; develop and implement a KPI reporting process to identify areas or locations in need of improvement
• Develop and implement a new service module in Mersino’s ERP from the ground up, ensuring capabilities to track and monitor service information for all company equipment and vehicles
• Establish and implement comprehensive preventative maintenance schedules and procedures to ensure uniformity and consistency across all company service facilities; monitor and optimize those preventive maintenance programs on an ongoing basis ensuring the service record keeping process is being adhered to at all times
• Partner with branches to implement service repair schedules at each location to ensure proper throughput and prioritization of repairs, including coordination of parts, manpower, equipment, etc.
• Own the company-wide equipment check-in/check-out processes, ensuring damages are captured at check-in and escalated to the corporate service team when appropriate based on magnitude, and that ultimately the customer is invoiced for damages when applicable for appropriate amounts
• Develop and implement standard work instructions (SWIs) and quality control processes (QCP) to ensure that all equipment is maintained and repaired to industry standards and company specifications throughout all locations
• Develop and implement a comprehensive parts stocking system and program including re-order alerts and triggers to ensure proper inventory management of spare parts, tools, and equipment necessary for maintenance and repairs at all locations
• Create, implement, and maintain a company-wide predictive maintenance program with a focus on expanding equipment-based telemetry and expanding the footprint that our telemetry equipment is deployed on
• Develop, implement, and maintain a pricing schema for quoting, pricing and executing customer repairs
• Develop, implement, and oversee 5S continuous improvement initiatives at all service locations focused on drive continuous improvement initiatives, identify opportunities for efficiency gains, cost reduction, and enhanced service quality
• Partner with corporate purchasing to build and maintain relationships with equipment suppliers and service providers throughout the country for various service and equipment needs; create a vendor management process to ensure all locations are aware of approved national/regional vendors, as well as understand what services should be outsourced vs. being completed in house (i.e. Drill Rig repair, etc.)
• Collaborate with Regional Vice Presidents to develop and manage regional and departmental budgets, monitoring expenses and ensuring cost-effective operations
• Oversee the staffing, recruitment and onboarding efforts of skilled technicians and service personnel, ensuring proper forecasting for personnel needs; coordinate with training to develop programs for service personnel at all levels, ensuring they have the skills and knowledge needed to perform their roles effectively and safely
• Own the development and implementation company policies and procedures related to service, including SWI, service record keeping, equipment check in and check out, parts stocking, etc.
• Ensure that The Mersino Way is a guiding document in all activities

Qualifications:

• Bachelor’s degree in Logistics Management, Industrial Management, Mechanical Engineering, or a related field; or equivalent amount technical and related word experience
• Strong technical knowledge of fleet management as well as equipment maintenance and repair, with experience in a senior leadership role
• Experience in creating, implementing and maintenance and establishing company-wide policies and procedures
• Certification in continues improvement preferred
• In-depth knowledge of safety regulations and compliance
• Experience in contract negotiation and pricing management
• Planning and organizational skills in handling multiple projects
• Proficient in PC software applications including Microsoft Excel

Expectations:

• Must be a team player; puts the Mersino team ahead of self-interests
• A professional demeanor
• Excellent written and verbal communication skills
• The ability to work under pressure to meet deadlines
• Ability to work flexible schedule to meet job requirements
• Ability to travel up to 50%
• Requires intermittent periods during which continuous physical exertion is required, such as walking, standing, stooping, climbing, lifting material or equipment, some of which may be heavy or awkward

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Mersino is an Equal Opportunity Employer/Veterans/Disabled