About the position
The Director of Service & Operations is responsible for overseeing all day-to-day activities within the region, ensuring smooth operations, top-tier customer service, and strict adherence to company policies and procedures. This position plays a key role in safety leadership, staff management, training, budget management, and inventory control. Additionally, the role works cross-functionally with Sales, Engineering, and HSE teams to drive operational excellence, improve efficiency, and support company profitability.
Responsibilities
- Gain a comprehensive understanding of the gas turbine products offered by Flex Energy Solutions including the MT250, GT333, and GT2000.
- Oversee daily operations, including customer service, staff management, and compliance with company procedures.
- Collaborate with senior leadership, including the Director of Field Operations, to align strategic and operational initiatives.
- Manage the coordination and scheduling of customer service activities to ensure timely and cost-effective delivery.
- Ensure ERP service tickets are accurately completed and reflect the full scope of service activities.
- Ensure ERP service tickets are evaluated, closed, and billed in a timely manner.
- Directly supervise branch staff, offering guidance, training, and support to enhance team performance.
- Ensure all team members are well-versed in safety protocols and ensure safety training is conducted at regular intervals.
- Partner with HSE to cultivate a safety-first culture throughout the region.
- Manage technician daily and on-call schedules to ensure 24/7 field support.
- Oversee the region’s profit and loss, ensuring efficient control over operating expenses, labor, overtime, freight, field unit repair, and inventory costs.
- Track employee utilization, staffing levels, and customer needs to optimize resource allocation.
- Recommend and review service pricing strategies in collaboration with the sales team and upper management.
- Identify and implement process improvements to enhance operational efficiency and reduce costs.
- Ensure a high level of customer satisfaction by addressing inquiries and resolving issues promptly.
- Maintain strong and close client communication and ensure awareness of client proposed activities and needs.
- Maintain strong client relationships and collaborate with Sales and upper management to retain and develop both new and existing customer accounts.
- Ensure all operations are in compliance with company policies, industry standards, safety standards, and legal requirements.
- Manage regional inventory levels, material ordering, storage, and handling to ensure efficient operations.
- Track and analyze key performance indicators (KPIs) to assess branch performance.
- Set quarterly goals with measurable success criteria and ensure goal achievement.
- Perform any additional tasks assigned by senior leadership.
Requirements
- Strong Leadership: Proven ability to lead, motivate, and develop staff in a fast-paced environment.
- Organizational Skills: Expertise in managing multiple priorities and ensuring efficient workflows.
- Customer Service: Strong ability to build and maintain relationships with clients, resolving issues effectively.
- Communication: Excellent verbal and written communication skills for interacting with staff, customers, and stakeholders.
- Problem-Solving: Strong analytical skills to address operational challenges quickly and effectively.
- Financial Acumen: Solid understanding of budgeting, financial tracking, and P&L management.
- Computer Skills: Proficiency in relevant software, including service order reporting, financial reporting, and inventory management systems.
- Education/Experience: Bachelor’s degree (or equivalent education/experience) and a minimum of 5 years of experience in an Operations/Service Manager role.
- Licenses/Certifications: Valid Driver’s License.
- Local Experience: Experience working in the region is preferred.
- Talent Development: Proven track record of attracting, developing, and retaining top talent.
Benefits
- Equal opportunity employer inclusive of female, minority, disability and veterans.
