Service Director

Divcon is seeking an experienced and strategic Service Director to lead our growing field services organization. In this client-facing leadership role, the Service Director will serve as the primary point of contact for our operations customers, building strong relationships and ensuring their needs are met through exceptional service delivery. The role oversees the day-to-day operations, financial performance, and long-term strategy of the service division, ensuring customer satisfaction and operational excellence across all accounts.

This high-impact position carries full P&L responsibility and includes team development, service process optimization, and business growth initiatives. The Service Director will also manage client escalations and represent Divcon’s service organization in client engagements, reinforcing our commitment to quality and responsiveness. A track record of success in fast-paced, high-accountability environments is essential for this role.

Key Responsibilities

· Act as the primary point of contact for operations customers, proactively building strong relationships and ensuring their needs are met through exceptional service.

· Lead and manage the service department, including field technicians, coordinators, and service operations staff.

· Own and drive P&L performance for the service business unit, including budgeting, forecasting, and profitability improvement.

· Develop and implement service strategies to improve customer satisfaction, reduce response times, and enhance operational efficiency.

· Manage customer escalations, coordinating solutions to resolve service issues promptly and professionally.

· Partner with sales and engineering to identify new service opportunities and support pre-sales efforts where applicable.

· Establish and track KPIs for response time, service backlog, contract fulfillment, and customer satisfaction metrics.

· Oversee training, certification, and professional development of the field service team.

· Ensure compliance with all safety protocols, licensing, and industry regulations.

· Implement scalable tools, technology, and documentation practices to support service operations.

· Represent the service organization externally at client meetings, trade shows, and industry forums to promote Divcon’s services and maintain strong client relationships.

· Collaborate cross-functionally with project management, engineering, and finance teams to align service delivery with company goals.

Qualifications

· 7+ years of experience in service operations, field service leadership, or technical services, including at least 2–3 years in a management or director-level role.

· Background in building automation systems (BAS), HVAC controls, SCADA, or related industries is strongly preferred.

· Proven experience owning or managing P&L, with a clear record of driving profitability and operational improvement.

· Exceptional people leadership, coaching, and conflict resolution skills, with a customer-centric approach.

· Strong knowledge of field service processes, safety standards, and performance metrics.

· Ability to lead through ambiguity and drive change in a growth-stage environment.

· Excellent written and verbal communication skills, with strong interpersonal abilities.

· Proven ability to build and maintain strong client relationships with a customer-focused mindset.

Preferred Experience

· Experience supporting mission-critical environments (e.g., data centers, large-scale commercial buildings).

· Familiarity with service scheduling platforms, CRM/ERP systems, and service contract management.

· OSHA 30 or equivalent safety certification.