Director of Service Operations

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Full Time Everett, WA, US

5 days ago Requisition

Salary Range: $ To $ Annually

ZAVTEK is a rapidly growing nationwide provider of mission-critical power solutions. We specialize in the sales, service, maintenance, and lifecycle support of Uninterruptible Power Supply (UPS) systems, battery energy storage solutions, power distribution equipment, and related critical infrastructure supporting data centers, healthcare facilities, manufacturing operations, telecommunications networks, and other high-availability environments.

At our core, we are more than a service organization—we are relationship builders. We are committed to being trusted partners to our employees, customers, and vendors by delivering technical excellence, integrity, and responsiveness in everything we do. We believe that when we invest in our people first, they deliver exceptional experiences for our customers.

ZAVTEK is seeking an experienced Director of Service to lead and scale our national service organization. This role is ideal for a proven service leader with a strong background in critical power infrastructure and field service operations, preferably gained through organizations such as Eaton, Vertiv, ABB, Schneider Electric, Mitsubishi Electric, Piller, or similar mission-critical power providers.

The Director of Service will be responsible for the strategic direction, operational performance, and financial success of the service organization while ensuring exceptional customer satisfaction, technical excellence, and employee development.

This individual will lead a nationwide team of service managers, supervisors, and highly skilled field service engineers supporting mission‑critical UPS, battery, power distribution, and related electrical infrastructure.

• Partner with executive leadership to develop and execute the company's long‑term growth strategy.
• Identify and launch new service offerings that align with customer needs and market opportunities.
• Collaborate closely with Sales, Finance, and Operations leadership to drive company performance and customer success.
• Establish scalable service processes and organizational structures to support continued growth.

• Lead and develop a nationwide field service organization consisting of approximately 30+ Field Service Engineers and supporting management personnel.
• Oversee daily service operations, resource allocation, scheduling, technical escalations, and emergency response activities.
• Ensure compliance with customer SLAs, contractual obligations, and company service standards.
• Drive operational excellence through standardized procedures, documentation, and continuous improvement initiatives.

• Serve as the senior escalation point for complex technical issues involving UPS systems, battery technologies, switch gear, power distribution equipment, and associated critical infrastructure.
• Maintain awareness of emerging technologies and industry best practices within the critical power industry.
• Support technician training, certifications, technical development, and succession planning.
• Ensure field personnel maintain required OEM certifications and technical competencies.

• Build and maintain executive‑level relationships with key customers across data center, healthcare, industrial, and commercial markets.
• Partner with the sales team to support service contract growth, preventive maintenance programs, modernization projects, and emergency service opportunities.
• Participate in customer meetings, major project reviews, and high‑profile service escalations.
• Drive customer retention through superior service delivery and proactive account management.
• Own service department P&L performance, including revenue growth, gross margin, labor utilization, travel expenses, inventory management, and operating costs.
• Develop and manage annual operating budgets and forecasts.
• Establish and monitor KPIs…