What are the responsibilities and job description for the Senior Director Operations, Field Services position at Forgent Power Solutions, Inc.?
Job Type
Full-time
Description
Position Summary
The Director of Service Operations provides leadership and strategic direction for all field services, equipment modernization, maintenance, warranty, and repair operations. This role ensures safe, high-quality, and profitable delivery of services across electrical distribution systems including LV/MV switchgear, circuit breakers, UPS systems, generators, transformers, protective relays, and controls.
This position oversees field service technicians, modernization technicians, service supervisors, dispatch/logistics personnel, and warranty/repair support staff, and reports directly to the Vice President of Service.
Key Responsibilities
Operational Leadership
Total Compensation up to 230,000
Full-time
Description
Position Summary
The Director of Service Operations provides leadership and strategic direction for all field services, equipment modernization, maintenance, warranty, and repair operations. This role ensures safe, high-quality, and profitable delivery of services across electrical distribution systems including LV/MV switchgear, circuit breakers, UPS systems, generators, transformers, protective relays, and controls.
This position oversees field service technicians, modernization technicians, service supervisors, dispatch/logistics personnel, and warranty/repair support staff, and reports directly to the Vice President of Service.
Key Responsibilities
Operational Leadership
- Lead and manage all field service operations including preventive maintenance, troubleshooting, repairs, testing, commissioning, emergency response, and customer support.
- Oversee modernization programs including breaker retrofits, relay upgrades, controls modernization, and gear refurbishment.
- Manage warranty processing, field warranty response, and documentation.
- Oversee repair workflows including triage, in-shop repairs, component testing, and return-to-service validation.
- Ensure adherence to OEM standards, internal procedures, and customer requirements.
- Manage resource allocation, scheduling, and high-utilization technician deployment.
- Own preventive and predictive maintenance programs and ensure documentation quality including maintaining PM standards, checklists, and service procedures.
- Lead service managers, field service technicians, modernization technicians, and logistics/dispatch teams.
- Implement technician development pathways, skills matrices, and certification programs.
- Oversee hiring, mentorship, coaching, and performance management.
- Promote a culture of safety, quality, accountability, and customer focus.
- Maintain P&L responsibility for service, modernization, maintenance contracts, warranty, and repair programs.
- Support pricing strategies, labor estimating, and proposal development.
- Track KPIs such as utilization, productivity, margins, warranty cost, and schedule adherence.
- Develop labor and resource forecasts aligned with workload demand.
- Ensure compliance with NFPA 70E, OSHA 1910/1926, LOTO, arc flash programs, and customer site requirements.
- Conduct safety audits, jobsite inspections, and corrective action initiatives.
- Ensure QA/QC standards for all service and modernization work.
- Maintain documentation standards for service reports, PM forms, test results, warranty evaluations, and repair logs.
- Assist in the development of our service offer portfolio
- Lead process improvement initiatives in logistics, tooling, fleet management, and field reporting systems.
- Support service expansion and organizational integration initiatives.
- Implement digital field tools, dashboards, and operational management systems.
- Bachelor’s degree in Operations, Business Management, Electrical Technology, or related field preferred.
- 12 years of electrical service experience with 5 years in operational leadership.
- Strong background in switchgear, breakers, UPS, generators, transformers, relays, and modernization programs.
- Experience managing service, maintenance, warranty, and repair operations.
- Strong understanding of NFPA 70E, OSHA, and electrical safety compliance.
- Strong leadership, communication, and team-building abilities.
- Skilled in scheduling, planning, and operational optimization.
- Financial acumen with P&L, forecasting, and job costing experience.
- Proficient in ERP, CRM, and field service management systems.
- Excellent customer engagement and conflict-resolution skills
- Technician utilization and productivity
- Service and modernization gross margins
- Warranty cost reduction and response performance
- Repair cycle time and QA results
- PM completion and contract renewal rate
- Safety performance and compliance
- Customer satisfaction and service delivery timelines
- Reports To: Vice President of Service
- Direct Reports: Service Supervisors, Field Service Technicians, Modernization Technicians,
- Dispatch & Logistics Personnel, Warranty/Repair Support Staff
- Based at corporate or regional headquarters.
- Travel required (20–40%) to field sites, customer locations, and branch offices.
Total Compensation up to 230,000