DIRECTOR - CLIENT SERVICE

Sonny's Enterprises is the world's largest manufacturer of conveyorized car wash equipment, parts, and supplies. We are the industry leader, recognized and awarded by the International Car Wash Association for innovating new technologies to advance the industry with products proudly designed and built in the USA. Our culture thrives on finding new and better ways to accelerate what’s next. We embrace change and the opportunity it produces to maximize the potential of our most valuable resource — our PEOPLE! We invite you to explore our opportunities and grow your career with us.

The Client Service Director is responsible for leading all Installation and Service operations within the assigned region, serving as the primary operational partner to the VP- Client Service. This role oversees Service Managers, Installation Managers, and office‑based operational staff to ensure execution excellence, high‑quality customer interactions, and strong financial performance. The Client Service Director builds and develops exceptional teams, drives customer satisfaction, supports revenue growth, and ensures alignment between field operations and company standards. This role requires strong leadership, operational oversight, and the ability to manage complex, fast‑paced service and installation environments.

Responsibilities

• Lead, mentor, and develop Service and Installation Managers, office staff, and regional operations personnel.
• Recruit, hire, and train employees for both Install and Service roles to ensure strong operational capability across the region.
• Set clear performance expectations, conduct regular evaluations, and reinforce a culture of accountability and continuous improvement.
• Facilitate ongoing communication with subordinates through scheduled staff meetings, coaching sessions, and performance reviews.
• Oversee day‑to‑day Install and Service operations across the region, ensuring all work meets company standards for quality, efficiency, and safety.
• Monitor job profitability, service accuracy, and operational workflows to ensure consistency and performance against established KPIs.
• Partner with Operations Managers to resolve fleet management and vehicle‑related issues.
• Ensure all regional operations teams follow company processes, documentation requirements, and procedural standards.
• Collaborate with the Installation and Service Managers to support regional design and development.
• Analyze departmental performance, identify improvement opportunities, and drive operational strategies that improve customer satisfaction and financial performance.
• Develop recommendations that support customer requirements, operational efficiency, and departmental growth.
• Ensure Install and Service teams meet labor, quality, and productivity targets.
• Serve as the primary escalation point for elevated customer concerns, complaints, and service issues requiring managerial involvement.
• Ensure teams maintain professionalism, effective communication, and excellent customer service on every interaction.
• Support field managers in managing difficult customer scenarios and ensuring timely, effective resolutions
• Collaborate with sales, operations, project management, and regional leadership to maintain strong workflow coordination.
• Promote clarity, alignment, and customer‑centric decision‑making across all teams supporting Install and Service delivery.
• Ensure communication flows smoothly between internal teams, creating transparency and alignment on project expectations, timelines, and customer requirements.
• Ensure all field teams comply with company policies, safety standards, and operational procedures.
• Reinforce adherence to company policies, safety protocols, and proper documentation practices.
• Support continuous improvement efforts focused on safety, quality, and operational excellence.
• Maintain oversight of job tracking, scheduling, inventory use, performance reporting, and regional documentation.
• Prepare reports, insights, and recommendations for leadership‑level planning and strategic decisions.
• Ensure office and field teams properly utilize company systems, including ERP/CRM platforms
• Strong strategic planning, business analysis, and performance‑management capabilities.
• Broad functional experience in operational planning, customer service management, and business development, preferably within multi-site service environments.
• Proficiency with ERP/CRM systems, report creation, campaign management, and project management tools.
• Demonstrated leadership ability with a proven record of accomplishment of motivating and developing multi‑level teams.
• Strong written and verbal communication skills, including the ability to lead meetings and present recommendations.
• Effective at conflict resolution, active listening, and building positive interpersonal relationships.
• Elevated level of personal accountability, decision‑making ability, and critical thinking skills.
• Strong organizational and time‑management capabilities, including balancing multiple priorities
  
  

Qualifications

• High School Diploma required. A bachelor’s degree is preferred
• Management experience with a minimum of 5 years required.
• Car wash industry experience of 7 years preferred.
• Sales experience with a minimum of 3 years preferred.
• Experience with office Equipment and CRM/SAP Systems
  
  

We offer 100% employer paid medical plan. Other optional benefit programs are available to our employees and their families which include: 401(k) match, additional medical plans, dental, vision, flex spending account, short-term and long-term disability & life insurance coverage.

EEO Statement

Equal Opportunity Employer

Sonny’s is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.