Director of Field Service / Service Operations

The Director of Field Service / Service Operations at P.B. Hoidale Co., Inc. is responsible for leading, managing, and optimizing all field service activities to ensure exceptional service delivery, operational efficiency, and customer satisfaction. This role oversees service technicians, field supervisors, scheduling, workflow management, safety, and quality control. The Director plays a critical part in improving service operations, strengthening customer relationships, and supporting the strategic goals of the company.

Key Responsibilities

Leadership & Team Management

• Lead, develop, and mentor field service teams, including technicians, supervisors, and dispatch/scheduling personnel.
• Create a culture of safety, accountability, and high performance across all service operations.
• Oversee workforce planning, hiring, onboarding, and ongoing skill development.
  
  

Service Operations Management

• Manage all day-to-day field operations, ensuring timely and effective service delivery.
• Optimize scheduling, resource allocation, and workflow processes to maximize efficiency and reduce downtime.
• Establish and enforce service policies, standard operating procedures (SOPs), and best practices.
• Ensure proper maintenance and use of company equipment, vehicles, and tools.
  
  

Customer Service & Relationship Management

• Serve as the primary operational point of contact for key customers and partners regarding service-related issues.
• Ensure that customer expectations are met or exceeded through consistent, high-quality service performance.
• Address escalated customer concerns promptly and effectively while maintaining strong, long-term relationships.
  
  

Financial & Performance Oversight

• Develop and manage the service operations budget, including labor, equipment, parts, training, and operational expenses.
• Monitor key performance indicators (KPIs) such as response times, job completion rates, productivity, and profitability.
• Implement continuous improvement initiatives aimed at boosting efficiency, revenue, and service quality.
  
  

Safety, Compliance & Quality Assurance

• Oversee adherence to safety protocols, regulatory requirements, and company compliance standards.
• Ensure field teams follow established safety procedures, certifications, and equipment guidelines.
• Conduct regular audits, job-site visits, and safety meetings to maintain a safe and compliant work environment.
  
  

Process Improvement & Technology

• Evaluate existing workflows and implement improvements to streamline operations and reduce costs.
• Support the adoption and effective use of service management software, reporting tools, and mobile field technologies.
• Drive innovation in service processes to enhance productivity and customer experience.
  
  

Qualifications

• Bachelor’s degree in Business, Operations, Engineering, or related field preferred; equivalent experience considered.
• 7 years of experience in field service or operations management, with at least 3 years in a supervisory or leadership role.
• Proven success managing service teams in construction, industrial equipment, fuel systems, mechanical services, or a similar environment.
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Experience with budgeting, forecasting, and operational KPIs.
• Strong understanding of safety standards and regulatory compliance.
• Proficiency with service management systems and operational technologies.
  
  

Personal Attributes

• Highly organized, results-driven, and adaptable.
• Strong leadership presence with the ability to motivate teams at all levels.
• Customer-focused mindset with a commitment to high-quality service delivery.
• Analytical and process-oriented, with a drive for continuous improvement.
  
  

Skills: operations,management,field service