Director of Service Operations

The primary responsibility of the Director of Service Operations is to manage the field activities for execution of service and repair tickets including Vendor Management oversight as well as self-perform  operations, including staff, safety practices, equipment, scheduling, and inventory, including, documentation of processes and procedures and follow up to ensure the compliance of Service Operations procedures.  

Top Reasons to Work with Icon:

+ Supportive and friendly culture

+ Growth opportunities (Tuition Assistance, Internal Training, Promotions)

+ Competitive Pay & Benefits

+ 401(K)

+ Company paid Holidays, Sick time and Vacation time

+ We see our work everywhere!

+ Manage national accounts for Fortune 500 companies

• Manage the processes and procedures in place to ensure compliance
• Manage the processes to improve KPI’s for first on site, time to repair, completed on first visit, etc.
• Routinely audit the service reports for Customer Service requirements and compliance and report on compliance issues.
• Risk management on Customer Service issues both in Customer Service and in Field Service.
• Process improvement creating checks and balance audits to ensure compliance
• Safety, environmental, OSHA and DOT compliance
• Reports and data management as assigned
• Other duties as assigned

 SUPERVISORY RESPONSIBILITIES

• Field Managers
• Scheduling
• Vendor Management
• Inventory control and Purchasing

EDUCATION & EXPERIENCE REQUIREMENTS

• Bachelor’s degree (B.A.) from Four-year College or university or equivalent experience.  Industrial or mechanical engineering, quality or business majors preferred.
• 5 – 7 years’ progressive signage experience preferably with a large sign company or in the construction industry operating on a regional or national level.
• Prior experience directing cross-functional teams engaged in similar multi-site projects.
• Demonstrated ability to collect, develop processes and procedures and standardize operating guidelines.
• Significant experience, comfort, and proficiency working with and adapting ERP and Truck routing application software to field requirements.
• Demonstrated ability to use and create templates with MS Excel, Word, Access, Project and PowerPoint.
• Demonstrated ability to train and ensure compliance of others.
• Supports company and management goals and objectives
• Ability to organize and conduct formal and informal team building. Develop and train all employees engaged in the Field Management process regarding business practices, policies, and process workflows.
• Ability to demonstrate continuous self, team, and process improvement.