Senior Director Operations, Field Services
2 days ago
San Diego
Job DescriptionDescription: 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.