Director of Service

Description

Ford Office Technologies is growing, and we are seeking a dynamic and motivated Director of Service. This role will provide strategic and operational leadership across the organization’s service departments, ensuring consistent execution, strong financial performance, exceptional customer experience, and the development of high-performing service teams. This position is responsible for establishing service standards, aligning departmental operations with organizational objectives, identifying opportunities for continuous improvement, and holding service leaders accountable for achieving performance expectations.

• Provide leadership, management, and accountability for Service Managers and the overall service organization.
• Establish clear expectations, goals, priorities, and performance standards for service leaders and their respective departments.
• Develop and execute short- and long-term service strategies that support organizational growth, scalability, profitability, customer retention, and operational excellence.
• Ensure consistent application of service standards across departments and locations.
• Establish and maintain service standards that promote an exceptional, consistent, and professional customer experience.
• Develop and execute strategies to achieve service revenue, gross profit, margin, productivity, expense, and profitability objectives.
• Establish clear leadership expectations and ensure managers consistently demonstrate effective leadership, communication, accountability, and employee development practices.
• Establish expectations for technician productivity, utilization, response time, resolution quality, documentation, customer communication, and professional conduct.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, Engineering, or a related field; equivalent combination of education and relevant leadership experience may be considered.
• Significant progressive experience in service operations, field service, technical service, operations management, or a related environment.
• Experience leading managers and multiple teams, departments, territories, or locations.
• Demonstrated responsibility for operational performance, financial results, customer satisfaction, and employee development.
• Experience developing and managing budgets, forecasts, operational metrics, and key performance indicators.
• Proven ability to improve operational performance through process improvement, leadership development, accountability, and data-driven decision-making.

Ford Office Technologies, Pittsburgh Post-Gazette Top Workplace and Pittsburgh Business Times Best Place to Work, is the area’s largest independent full-line authorized provider of the industry’s top four manufacturers for copier, printer, and multi-function product (MFP) technology – Canon, Konica Minolta, Kyocera and Lanier (Ricoh). Since opening in 1991, Ford Office Technologies has been focused on delivering the area’s best products and services available in the industry. Our family owned and operated business, headquartered in Connellsville, Pennsylvania, is continually evolving and growing to meet the ever-expanding needs of our customers. From data management to IT services, our main goal is to ensure that our customers’ businesses run smoothly and efficiently with an established company that they can trust. We currently support clients in Pennsylvania, Maryland, West Virginia, and Ohio. Our growth also incorporates expanding our reach, with offices in Pittsburgh, Erie, Monroeville, Niles OH and most recently our Charleston WV location.