Director of Service

DIRECTOR of SERVICE

JOB TYPE: Full-time

DEPARTMENT: Service

POSITION REPORTS TO: TBD

POSITION LOCATION: Corporate headquarters (Poway, CA)

JOB DESCRIPTION: The Director of Service is responsible for leading and managing the company’s field service division, which provides maintenance, repair, and compliance services for petroleum equipment systems. The Director oversees service managers, dispatch, and field technicians to ensure high-quality, safe, and profitable service delivery. This role requires strong technical knowledge, operational discipline, and customer-oriented leadership to position the company as a trusted service partner in the petroleum industry.

KEY RESPONSIBILITIES: 

• Service Operations Leadership

• Direct day-to-day operations of the service division, including scheduling, dispatch, and field activities.
• Ensure service requests, preventive maintenance programs, and emergency calls are completed safely, on time, and within budget.
• Establish andmaintainservice standards, KPIs, andreportingmetrics (response times, first-time fix rates, customer satisfaction).
• Implement and oversee use of service management systems (e.g., ERP/dispatch software, mobile workforce tools).

• Team Leadership & Development

• Lead, coach, and develop service managers, coordinators, and field technicians.
• Drive workforce certification and training programs (ICC, OEM certifications, safety training).
• Foster a culture of accountability, safety, and continuous improvement.

• Oversee staffing, workforce planning, and succession development within the service team.

• Financial & Business Performance

• Manage P&L for the service division, including laborutilization, service margins, and contract profitability.
• Support growth of recurring service revenue through maintenance agreements, compliance testing, and value-added services.
• Monitor and control costs, resource allocation, and operational efficiency.
• Partner with finance to deliveraccurateforecasts and budgets.

• Customer & Partner Management

• Ensurehigh levelsof customer satisfaction by resolving escalated service issues andmaintainingproactive client communication.
• Build andmaintainrelationships with key clients, OEMs, and regulatory inspectors.
• Support sales and business development teams in securing andretainingservice contracts.
• Represent the service division at customer meetings, trade shows, and industry events.

• Compliance & Risk Management

• Ensure full compliance with safety standards (OSHA, state fire marshal, EPA, AQMD) and company policies.
• Lead regular safety audits, field inspections, and compliance reporting.
• Manage warranty and OEM service obligations in partnership with manufacturers.

QUALIFICATIONS:

• Proven leadership experience in service operations within the petroleum equipment, industrial services, or construction industry.
• Strong technical knowledge of fueling systems, UST/AST, dispensers, POS systems, and environmental compliance equipment.
• Track recordof managing large service teams and delivering profitable results.

• Proficiencyin ERP/service management systems and KPI tracking.
• Excellent communication, leadership, and problem-solving skills.
• Bachelor’s degree in Business, Engineering, Construction Management, or related field (or equivalent experience).

SUCCESS METRICS:

• Achievement of service revenue and margin targets.
• Improved laborutilizationand first-time fix rates.
• Growth inmaintenancecontract sales and recurring revenue.
• High employee engagement, retention, and certification levels.
• Strong customer satisfaction and repeat business rates.
• Zero-incident safety culture and regulatory compliance adherence.

JOB SAFETY REQUIREMENTS

1. Personal Safety Compliance

• Must consistently followall company and industry-mandated safety protocolswhen on job sites or in fueling facilities.
• Required towearappropriate PPE(hard hat, safety glasses, steel-toed boots, reflective vest, gloves, hearing protection) during site visits and inspections.
• Maintain certifications relevant to petroleum service operations (e.g., OSHA 30-hour, HAZWOPER, confined space entry if inspecting such work).
• Demonstrate safe driving practices when traveling to customer sites and service locations.

2. Regulatory & Industry Standards

• Ensure compliance with:

• OSHA(Occupational Safety & Health Administration) requirements.
• EPA(Environmental Protection Agency) and state environmental agencies for UST/AST systems.
• State Fire Marshal & local AHJ (Authority Having Jurisdiction)regulations on fueling systems.
• NFPA (National Fire Protection Association)standards (e.g., NFPA 30, 30A, 70).
• PEI (Petroleum Equipment Institute)safety and installation standards.

• Stay current withfederal, state, and local regulationsgoverning fueling operations, vapor recovery, and hazardous materials.

3. Oversight of Field Technicians

• Enforce company-widesafety culturewithzero-tolerancefor violations.
• Lead regularsafety meetings, toolbox talks, and training sessionsfor service teams.
• Verify that techniciansmaintainup-to-dateICC, manufacturer, and safety certifications.
• Conductsite safety audits and inspections; ensure corrective actions are completed.
• Overseeincident reporting and investigation processesto prevent recurrence.

4. Risk Management & Emergency Preparedness

• Ensure service teams are trained inhazard identification, spill prevention, and emergency response.
• Develop and enforcelockout/tagout, confined space, and hot work proceduresfor fueling system work.
• Maintain emergency communication protocols with customers and regulatory authorities.
• Ensure field crews are prepared withspill kits, fire extinguishers, and first-aid resourcesasrequired.

5. Leadership Responsibilities

• Act as asafety role modelfor managers and technicians.
• Hold teams accountable for adhering to safety protocols in all service operations.
• Partner with HR and Safety/Compliance Officers to investigate incidents and implement preventive measures.
• Promote a“zero-incident” culture, embedding safety as a core value in daily operations.

 
The Director of Service is not just personally responsible for jobsite safety, but also the primary enforcer of compliance, training, and risk management across the service division. In petroleum equipment service, this means ensuring technicians work safely around flammable fuels, underground tanks, pressurized systems, and environmental hazards—while aligning the company with OSHA, EPA, NFPA, and state fire marshal requirements.

CORE VALUES:

• Mustsupport and abide by our Core Values

• Be Passionate
• Earn Trust with Action
• Deliver Exceptional Value
• Be Humble
• Create Shared Success

CORE COMPETENCIES:

1. Technical & Industry Expertise (PREFERRED)

• In-depth knowledge of petroleum fueling systems (UST/AST, dispensers, piping, POS, vapor recovery, environmental systems).
• Understanding ofOEM certifications, ICC requirements, and regulatory compliance (OSHA, EPA, NFPA, state fire marshal).

• Ability to guide troubleshooting, service strategies, and preventive maintenance programs.

2. Service Operations Management

• Strong skills in scheduling, dispatching, and resource allocation.
• Experience implementing service management systems (ERP, mobile workforce tools).
• Competence in managing SLAs, service contracts, and preventive maintenance programs.
• Ability to balance emergency responsiveness with planned service delivery.

3. Financial & Business Acumen

• P&L management for service division, with a focus on laborutilizationand contract profitability.
• Pricing and negotiating service agreements and warranty recoveries.
• Budgeting, forecasting, and KPI tracking (e.g., response times, backlog, margins).

4. Leadership & People Development

• Supervises service managers, dispatchers, and technicians effectively.
• Builds a culture of safety, accountability, and continuous improvement.
• Develops talent pipelines through training, certifications, and succession planning.
• Strong emphasis on technician retention and engagement in a competitive labor market.

5. Customer & Partner Orientation

• Maintains strong relationships with fuel retailers, commercial operators, municipalities, and OEMs.
• Skilled in resolving escalated service issues andmaintainingclient trust.
• Supports business development through service contract renewals and expansions.
• Positionsthe company as a preferred partner in the petroleum equipment space.

6. Safety & Compliance

• Deep knowledge of safety protocols in hazardous fuel environments.
• Enforces OSHA, EPA, NFPA, and local fire marshal requirements.
• Conducts safety audits and ensures zero-incident culture in the field.
• Proactively manages risk andleadsincident investigations.

7. Communication & Collaboration

• Communicates effectively with field staff, managers, executives, and customers.
• Coordinates seamlessly with construction, distribution, sales, and finance teams.
• Ability to translate technical service data into clear reports and executive insights.

8. Problem-Solving & Adaptability

• Strong troubleshooting skills under pressure (emergency equipment failures, compliance issues).
• Ability to adapt service operations to market shifts, regulatory changes, andnew technologies(e.g., EV charging infrastructure).
• Balances immediate operational demands with long-term service strategy.

A successful Director of Service in this industry must be both a technical authority and an operational leader, driving safety, profitability, and customer satisfaction through disciplined execution and people leadership.

ESSENTIAL PHYSICAL DEMANDS:

• General Office Demands

• Ability to work at a desk or computer for extended periods (reviewing reports, preparing proposals, CRM use).
• Frequent use of standard office equipment (phone,laptop,copier, presentation tools).
• Reading and interpreting contracts, proposals, technical documents, and presentations.

• Travel & Mobility

• Regular travel to client sites, project locations, and vendor facilities (regional/national).
• Ability to walk throughdistributionwarehouses, construction sites, and service areas.
• Navigating uneven surfaces, stairways, and occasionally outdoor conditions.
• Use ofpersonal protective equipment (hard hat, safety glasses, boots, vest) during site visits.

• Physical Requirements

• Lifting and carrying lightmaterials(laptop, binders,product samples, presentation materials) up to ~20 pounds.
• Occasional bending, reaching, or standing during trade shows, client presentations, or site tours. 
• Extended periods of standing or walking during networking events or customer meetings.

• Sensory& CommunicationDemands

• Visual ability to readproposals, plans, and digital documents.
• Auditory capacityforphone calls,presentations, and on-site discussions (sometimes in noisy environments).

• Clear verbal communication for negotiations, presentations, and client interactions.

SCHEDULE & ENDURANCE REQUIREMENTS:

1. Standard Work Schedule

• Full-time, exempt leadership role (typically45–55 hoursper week).
• Standard office hours aligned with operations:Monday–Friday, 7:00/8:00 AM – 5:00/6:00 PM.
• Expected presence in bothoffice(administration, reporting, strategy) andfield settings(site inspections, customer visits, technician oversight).

2. Extended Hours & Flexibility

• Flexibility to workearly mornings, evenings, and occasional weekendsto align with:

• Emergency service calls and escalations.
• Preventive maintenance schedules requiring off-peak hours.
• Customer needs at fueling sites or commercial facilities thatoperate24/7.

• Availability to respond toafter-hoursservice escalationsfrom field managers or key customers.

3. Travel Requirements

• Regularregional travelto service locations, warehouses, and client facilities.
• Occasionalovernight travelfor large projects, customer audits, or OEM/vendor training.
• Must be physically present atjob siteswhen escalated service or compliance issues arise.

4. Endurance & Stamina

• Ability to sustainlong, high-intensity daysinvolving:

• Back-to-back meetings, service reviews, and client discussions.
• Jobsite visits requiring walking/standing for extended periods.
• Field audits and compliance inspections in outdoor environments.

• Mental enduranceto handle constant problem-solving, real-time decision-making, and managing simultaneous service issues.
• Stress toleranceunder conditions of regulatory deadlines, equipment failures, or customer emergencies.

5. Pressure & Accountability

• Mustmaintaincomposure and professional judgment undertight timelinesandcustomer escalations.
• Expected to balanceshort-term urgencies (emergency calls, equipment failures)withlong-term service strategies (contracts, workforce planning).
• High accountability forcustomer satisfaction, safety compliance, and service division profitability.

The Director of Service role demands a structured but flexible schedule, with extended hours and availability beyond the normal workday. It requires both physical stamina for field work and mental resilience to handle urgent escalations while keeping the division aligned with long-term performance goals.

OTHER INFORMATION:

• Drug-testing and proof of citizenship or immigration status is a requirement of employment. TheE-verifysystem is used to confirm employment eligibility. 
• Western Pump is an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristics protected by federal, state, or local laws.