Director of Service Sales

JOB SUMMARY:

The Director of Service provides strategic leadership and vision for the company’s Service operations across all branches. This role is responsible for driving growth in service revenue, standardizing processes, and elevating the overall customer experience. Working directly with the VP of Sales, the Director of Service collaborates with Branch Managers and Service Managers to ensure service performance aligns with company goals. The ideal candidate will bring a balance of strategic thinking, operational understanding, and the ability to influence without direct authority. They will act as a catalyst for change, innovation, and excellence in service delivery.

ESSENTIAL FUNCTIONS:

Service Strategy Development

Design and implement a company-wide service strategy focused on growth, profitability, and customer satisfaction.

Identify emerging trends and develop innovative service offerings to meet evolving customer needs.

Establish key performance indicators (KPIs) for service delivery and ensure alignment across branches.

Collaboration and Influence

Partner with Branch Managers to guide and support Service Managers in achieving operational and financial goals.

Provide leadership and coaching to Service Managers through a dotted-line relationship to elevate their performance and capabilities.

Act as a liaison between corporate leadership and branch operations to align service initiatives with company priorities.

Operational Excellence

Develop and implement best practices, tools, and processes to drive consistency and efficiency across service operations.

Facilitate quarterly service reviews with branches to monitor progress and identify areas for improvement.

Work with Service Managers to strengthen maintenance agreement renewals and customer retention.

Business Development

Drive growth in Renewable Service Agreements (RSAs) and service sales opportunities in collaboration with branch teams.

Support key customer relationships as a senior escalation point and ensure exceptional client satisfaction.

Develop marketing and sales enablement tools to promote service offerings.

Financial Oversight

Monitor overall service financial performance, providing insights and recommendations to VP of Sales.

Support pricing strategies for service charge rates based on market analysis.

Monitor proposal and bid activity levels in the main business segments, which are predominately owner direct, or with contractors on an owner managed accounts (Retrofit, Repairs, Maintenance and Integration) for Service opportunities.

• Review estimates, pricing proposals and non-standard contractual documents on large or risky transactions.
• Run quarterly sales meetings with the Service Departments and sales staff (at a minimum). 

Other Duties

• Promote team selling between construction and service departments. 
• Provides project development support with operational staff as necessary to the Project Managers in solutions, applications, execution and cost estimating strategies.
• Manage internal resources to exceed customer expectations while ensuring all contractual scope of work is completed on time and within budget.
• Complete multi-year maintenance planning and scheduling utilizing contractual documents, customer interface, and site or equipment experience. 
• Interface and communicate with our customers for Customer Loyalty, Satisfaction and Quality Assurance activities. 
• Create and execute improvement plans for our service business based on customer feedback.
• Manage financial aspects of our service contract agreements ensuring continued profitability and cost containment.
• Ensure that our customers perceive the value of the services we provide. 
• Insure adequate and sustainable growth in Renewable Maintenance Agreements. 
• Responsible for Service Charge Rates in accordance with Market trends and competitive analysis. 
• Collaborate with our customers to match product offering and service capabilities with their business and facility needs
• Review and participate in the analysis of monthly financial statements
• Supports the development of methods and processes to increase personnel efficiency and effectiveness while striving to reduce costs for overall service operations.
• Networking and third party recruiting relation development to support the recruitment and hiring of all operational and sales focused staff.
• Develops annual staffing and recruiting strategy for sizing the local service operations business for growth.
• Proactively supports the evaluation of potential issues on service projects and maintenance Agreements and initiates actions plans with the associated Service Manager to limit negative outcomes and exposure.
• Other duties as assigned by the Executive team.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in business, engineering and/or 10-15 years of related work experience.
• Ability to achieve growth and hit sales targets by successfully managing the sales team.
• Ability to operate independently and autonomously and yet possess the discretionary judgment to know when it is appropriate to consult with others in the organization and/or escalate to the Vice President and/or local Branch Manager.
• Demonstrate a corresponding high sense of integrity.
• Demonstrated experience/ability to convey advanced concepts in a manner that is understandable to basic/junior stakeholders. 
• Strong interpersonal and leadership abilities, employing strong organizational skills to respond successfully to a high volume of business challenges.
• Demonstrated ability to delegate basic and/or “stretch” tasks to less experienced staff and assign resource correctly to diagnose/address issues.

COMPETENCIES:

• Proactivity / Initiative: Recognizes what needs to be done and accomplishes it in a manner appropriate for one’s level/position and with minimal supervision.
• Perseverance: Shows the wherewithal to fight for difficult goals despite challenges and to bounce back from adversity.
• Insight: The ability to gather and make sense of information that suggests new possibilities.
• Engagement: Shows a knack for using emotion and logic to communicate a persuasive vision and connect with people.
• Teamwork: The ability to effectively work toward common goals with others by supporting, encouraging, and sharing information in an authentic and approachable manner.
• Big Picture: Understands and contributes to organizations’ short- and long-term business strategy and translate it into actionable plans.
• Motivation / Dedication: Commits to excellence in pursuing unselfish goals.  Initiates action with collective goals takes responsibility and shows personal humility.
• Technical Curiosity / Willingness to Learn: Interest in seeking out new experiences, knowledge, and candid feed, back; demonstrating an openness to learning and change.
• Problem-Solver: Ability to identify, analyze, and solve a problem in support of personal, group, department, or organizational objectives.

Influence without Authority: Inspires, guides, and supports teams across multiple reporting lines.

Leadership: Acts as a coach and mentor to service leaders, fostering growth and accountability.

Change Management: Drives adoption of new tools, processes, and cultural improvements.

PHYSICAL REQUIREMENTS:

(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Ability to travel up to 50% to branch locations as needed.
• The employee may regularly lift and /or move up to 10 pounds, and occasionally lift and/or move up to 30 pounds.
• Specific vision abilities required by this job include close vision and distance vision.
• The auditory/hearing abilities required by the job include ability to hear customers calling by telephone 
• The employee is regularly required to walk and sit; climb or balance and stoop, kneel, crouch, or crawl (for purposes of filling photocopier/printers).
• Ability to climb up and down ladder frequently. The employee must possess the ability to navigate the complexities of a job site/construction site while working on site and practicing the site safety requirements and policies of the Company
• Regular and routine attendance is required for this role.