Service Director

Job Title:
Corporate Lifecycle Service Director

Job Description

The Corporate Lifecycle Service Director provides strategic leadership and operational oversight for service operations across all branch locations. This role ensures consistent execution of standardized service procedures, drives service excellence, and strengthens relationships with customers, OEM partners, and internal teams. A key focus of the position is to optimize service performance, resolve high-impact issues, and support revenue growth across the organization through disciplined lifecycle management and continuous improvement.

Responsibilities

• Build strong, long-term customer relationships and expand service sales with a customer-first mindset.
• Set branch service sales goals and review labor rates annually to ensure competitiveness in the market.
• Conduct field visits to key accounts, quickly resolve service issues, and ensure timely follow-up on customer surveys.
• Partner with Marketing to design and execute lifecycle service programs and promotions that drive adoption and retention.
• Define, standardize, and enforce service SOPs across all branches, and lead onboarding and process training for service teams.
• Oversee work orders to ensure quality, accuracy, and timely turnaround, and manage OEM parts backorders to minimize downtime.
• Maintain brand standards and ensure consistent customer touchpoints by collaborating with Marketing and branch leaders.
• Direct warranty administration and recovery activities, auditing processes to maximize warranty recapture.
• Lead the development and delivery of connected-equipment and telematics service offerings.
• Ensure compliance with manufacturer policies and proactively communicate service issues and trends to OEM partners.
• Oversee the corporate service profit and loss, including revenue forecasting, budget development, and margin improvement.
• Prepare and present dashboards and reports covering labor revenue, cycle times, preventive maintenance, warranty, and customer metrics.
• Partner with Finance and Business Systems teams to enhance real-time KPI reporting and data visibility.
• Lead and coach Branch Service Managers through structured communication, regular performance reviews, and clear expectations.
• Support appropriate staffing levels, cross-training initiatives, and succession planning across all branch locations.
• Address performance issues using clear metrics, action plans, and follow-up, while promoting a culture of safety and accountability.
• Ensure ongoing technical training and completion of required certifications for service personnel.
• Ensure compliance with OSHA, environmental regulations, and internal safety standards across all service operations.
• Maintain clean, organized shops and yards, and oversee inventory management and equipment/truck upkeep.
• Collaborate closely with Sales, Parts, Finance, HR, and Marketing to improve customer experience and overall profitability.
• Maintain strong vendor relationships and participate in approved training sessions and industry events.
• Develop and manage factory relationships to support service operations, technical support, and business growth.
• Visit each branch regularly to reinforce standards, mentor local leadership, and support operational execution.

Essential Skills

• Bachelor's degree or some college coursework in a relevant field.
• Approximately 8 years of experience in a leadership role managing service technicians.
• Approximately 8 years of experience in service operations, repair, warranty billing, customer communication, and conflict resolution.
• Experience in the heavy equipment or automotive industry.
• Proven experience as a service manager or similar leadership role within service operations.
• Strong understanding of OEM service requirements and relationships.
• Demonstrated ability to manage service P&L, including forecasting, budgeting, and margin improvement.
• Experience implementing and enforcing standardized service SOPs across multiple locations.
• Track record of building and maintaining strong customer relationships and driving service sales.
• Ability to lead warranty administration processes and maximize warranty recovery.
• Experience with telematics and connected-equipment service offerings.
• Strong people leadership skills, including performance management, coaching, and succession planning.
• Knowledge of OSHA and environmental safety regulations applicable to service operations.
• Excellent communication and collaboration skills for cross-functional work with Sales, Parts, Finance, HR, and…