Job Summary:

The Director of Service Parts & System Install Operations oversees the day-to-day activities of the service parts and CNG install operations activities ensuring that the operation is performing safely, effectively and our customers are satisfied.

This role provides functional/operational guidance and leadership through planning, organizing, and controlling the activities of the installation operation, service parts warehouse, service parts purchasing, and planning functions. Importantly, this position plays a pivotal role in ensuring successful and clear collaboration and communication occurs between the FleetCare installation and service parts function and the company’s system manufacturing, engineering, and sales functions.

Duties and Responsibilities

• Actively develop, maintain, and lead all operational functions of a world-class global service parts organization.
• Leads the CNG installation operations and implements world class assembly techniques and processes.
• Ensures a customer-oriented business culture by bringing focus to customer intimacy and experience.
• Leads FleetCare team interface with the company’s system manufacturing and assembly plant.
• Establishes quantitative and qualitative metrics, guidelines, and standards by which the company’s efficiency and effectiveness can be evaluated; identifies opportunities for improvement.
• Supervises operational and safety systems, ensures work environments are adequate and safe.
• Plans, directs, controls, implements, evaluates, monitors, and forecasts budgets and cost of sales to achieve financial objectives.
• Reviews, analyzes, and evaluates business procedures.
• Responsible for and owner of customer experience, quality, and delivery.
• Defines and implement strategies, policies, processes, workflows and tools to optimize the customer experience and drive operational efficiencies, productivity and performance.
• Communicates and explains new directives, policies, or procedures to managers; meets with entire operations staff to explain changes, answer questions, and maintain morale.
• Improves customer service experience and satisfaction through policy and procedural changes.
• Leads coordination and integration of efforts among operations, engineering, service engineering, technical service to produce smoother workflow and more cost-effective business processes.
• Develops long-term operational strategies, working closely with senior management to meet company objectives.
• Projects a positive image of the organization to employees, customers, industry, and community.
• Manages the systems and processes that the business uses and coordinates with IT and program management to improve business tools and processes where necessary to improve efficiency.
• Tracks, analyze, and reports performance data on key departmental initiatives.
• Effectively engage leaders across organization to align priorities, drive business results and effectively deliver value, resolve issues, and drive world class customer satisfaction.
• Lead weekly/monthly customer service support meetings, including monthly installation and service parts S&OP meetings, to focus on performance to plan and updates on any operational issues and related corrective actions.
• Drive an inclusive culture of ongoing continuous improvement, productivity and innovation that fosters a highly engaged customer service team focused on customer experience and satisfaction.
• Assist in employee diversity development, hiring, training, mentoring, performance evaluation, retention, and termination activities, establish a succession plan for the team.
• Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making.
• Responds appropriately to rapidly changing regulatory environment with minimal oversight.
• Performs other related duties as assigned.

Knowledge, Skills and Abilities

• Unquestioned integrity with confidence and executive presence
• Demonstrated success in all aspects of customer service in a fleet environment.
• Deep passion for customer success, coupled with a driving motivation to solve customer problems and continually improve the customer experience.
• Strong technical comprehension of alternate fuel installations and operation
• Team player with strong interpersonal skills and ability to foster positive team engagement.
• Strong on processes, people management, and attracting top talent.
• Understanding of integrated workflows, operations, and systems.
• Ability to make data driven decisions using business analytics.
• Strong business and financial acumen, including advanced problem-solving skills, critical thinking, analytical capability, judgement, and customer focus.
• Seasoned ability to build credibility/confidence and be seen as a trusted advisor and expert across a wide range of leaders, including internal stakeholders, customers, and partners.
• Maintains a complete and thorough understanding of technical systems in a complex product and industry environment.
• Business and financial acumen, including advanced problem-solving skills, critical thinking, analytical capability, judgement, and customer focus.
• Comfortable working in ambiguous situations with capabilities to lead organizations through transformation.
• Solid, well-rounded communication skills (verbal, written)
• Self-starter with demonstrated leadership in driving initiatives, holding yourself and team accountable for results, and ensuring continuous improvement of processes/procedures.
• Ability to work beyond a normal work schedule as needed to support customer needs, short-term projects, priorities, and deadlines.
• Foster continuous learning and collaboration within the team
• Solid, well-rounded communication skills (verbal, written)

Credentials and Experience

• Bachelor’s degree or equivalent experience in operations, engineering, or other technical discipline
• 10 years’ experience in a senior leadership operating role
• Working knowledge of high-pressure equipment, hazards, and protocols
• Hands on experience working in a fleet service and an alternate fuel installation facility.

Other Skills/Abilities or Special Requirements

• Occasional travel, both domestic and international