VP Service

In this newly created role, the Vice President of Service will develop the strategy and priorities for NuCO2’s Service Department which includes over 350 Technicians, Schedulers, and Managers across the United States. You will partner with senior management to oversee the development of long-range strategic plans for the business unit, becoming the focal point for the service business opportunities. You will also work closely with senior management to support NuCO2’s growth strategy with a focus on service installations and activities. You will lead an organization focused on safety, operational discipline, and will be expected to drive results in support of NuCO2’s customers.

 ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Direct organization of over 300 Technicians, Managers, and Schedulers to successfully install and service all NuCO2 product offerings used in beverage carbonation
• Develop and manage organizational strategy and plans that result in the accomplishment of business objectives
• Develop a training strategy to ensure teams have the skills required to install and service MicroBulk CO2 Tanks, Blenders, Generators, Monitors, Shut-Off Valves, Foam on Beer (FOB) equipment, along with other equipment as NuCO2 continues to offer new products and services
• Maintain accurate records of service activities, including service reports, technician performance, and customer feedback
• Monitor daily metrics, holding teams accountable for meeting plan targets, customer satisfaction, and productivity goals
• Ensure compliance to all safety policies and procedures, lead operational discipline throughout NuCO2 and work closely with the SH&E organization in achieving established goals
• Ensure compliance with all local, state, federal, and NuCO2/Linde policies regarding environmental, permitting, and product quality requirements
• Partner closely with Operations, Sales, Finance, Technical Services, IT, and HR leadership to align strategic direction and achieve desired results
• Maintain strong customer relationships by addressing service issues promptly and effectively while striving to exceed customer expectations through exceptional service quality
• Leverage NuCO2’s Field Service Management (FSM) software system to develop effective schedules optimizing service work
• Create the optimal organizational structure through hiring, employee development and organizational strengthening
• Implement and maintain quality control procedures to ensure consistent and reliable service, and conduct regular audits and inspections to identify areas for improvement
• Develop inventory management strategy in partnership with Supply Chain to ensure adequate stock of necessary materials for service operations
• Monitor external/internal trends, technologies and best practices to develop procedures in support of NuCO2’s strategic vision
• Staff, train, coach, and administer performance reviews, salary increases and corrective action for the Service Organization
• Oversee the department’s budget, ensuring cost-effective operations and adherence to financial targets
• Supervise the case management workflow for the department, ensuring effective troubleshooting and timely responses to inbound requests
• Develop, modify, and document Standard Operating Procedures (SOPs) to maintain operational efficiency
• Prepare and present weekly performance reports to management, highlighting key metrics and team achievements
• Serve as a power user of all relevant software and processes, assisting in the training of employees on the use of necessary tools and programs

 QUALIFICATIONS:

• Bachelor’s degree in operations management, Business Administration or similar field
• 10 years’ experience in operations/service management with experience in the carbonated beverage/beer service industry preferred 
• Demonstrated experience building a service strategy including budget management and profitability
• Well-developed business acumen to effectively guide/influence the priority of various stakeholders while delivering exceptional service to customers
• Must possess strong leadership, interpersonal, communication, analytical, and problem-solving skills with the ability to motivate and lead a diverse workforce to achieve desired results
• 25-50% travel required within United States to visit facilities, suppliers and customers
• High level of proficiency in MS Office, JDE, Tableau, IFS Field Service Management or other Field Service Management software

NuCO2 provides competitive pay and an exceptional benefits package, including health, dental, disability, and life insurance; paid holidays and vacation; a 401(k) retirement plan; employee discounts; and opportunities for educational and professional development. Additional compensation may vary depending on the position and organizational level. Build your future with us while making an impact every day! 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other reason prohibited by applicable law.