Service Director

POSITION: Service Director
FULLTIME: Permanent Hire
LOCATION: Canton, MA
SCHEDULE:
This is a full-time, FLSA-exempt position requiring a minimum of 40 hours per week during standard business hours. Additional work outside of standard business hours is also required.

PAY RANGE: $150,000 - $175,000
(Exact compensation may vary based on skills, experience, and location. Base pay information is based on market location.)

JOB DESCRIPTION:

Position Purpose:

The Service Director leads and manages a multi-location service and calibration team. Reporting to the CEO, this role ensures the delivery of high-quality service and repair through field service and repair/calibration technicians, and also directs training, quality assurance, revenue growth, and resource planning.

The Service Director holds responsibility for leading and managing a multi-location service and calibration team. Reporting directly to the CEO, this role is tasked with ensuring the provision of high-quality service and repair through field service and repair/calibration technicians, in addition to overseeing training, quality assurance, revenue growth, and resource planning.

Responsibilities:

Provide guidance, mentorship, and development opportunities to enhance the skills and capabilities of the service team.

Foster a culture of excellence, collaboration, and customer-centricity within the service organization.

Develop and implement strategic initiatives to optimize service delivery processes and enhance overall customer satisfaction.

Define service level agreements (SLAs) and performance metrics to measure and improve service efficiency and effectiveness.

Collaborate with cross-functional teams to ensure seamless coordination between service, sales, and product development departments.

• Serve as the primary point of contact for escalated customer service issues, ensuring timely resolution and customer satisfaction.
• Establish and maintain strong relationships with key customers to understand their evolving needs and expectations.
• Implement customer feedback mechanisms to gather insights and drive continuous improvement in service delivery.
• Develop and execute strategies to grow service revenues organically through upselling, cross-selling, and value-added service offerings.
• Identify opportunities for expansion into new markets or customer segments to increase service revenue streams.
• Oversee the Technical Support team to ensure optimal customer support.
• Evaluate and pursue potential acquisition targets to enhance service capabilities and geographic reach.
• Collaborate with sales and marketing teams to develop targeted campaigns and promotions to promote service offerings and generate leads.
• Ensure compliance with industry regulations and standards related to equipment calibration, installation, and maintenance.
• Oversee quality assurance processes to uphold the highest standards of technical excellence and accuracy in service operations.
• Conduct regular audits and assessments to identify areas for improvement and mitigate potential risks.
• Develop and manage departmental budgets, forecasts, and resource allocation plans to optimize operational efficiency and cost-effectiveness.
  Others as assigned by management.

Minimum Requirements:

Bachelor's degree in Engineering, Business Administration, or related field; Master's degree preferred.

Proven track record of at least 5 years in a leadership role overseeing service operations in a technical or engineering-focused industry with products requiring calibration.

Strong technical acumen and understanding of quality control and inspection equipment.

Excellent leadership, communication, and interpersonal skills, with the ability to motivate and inspire teams to achieve performance excellence.

Demonstrated experience in developing and executing service strategies to drive customer satisfaction and business growth.

Knowledge of industry regulations and standards related to equipment calibration, maintenance, and compliance.

Proven ability to manage budgets, analyze data, and make data-driven decisions to achieve business objectives.

Willingness to travel as needed to support regional service operations.

Supervisory Responsibility:

This role oversees all field service, calibration technicians, repair technicians, laboratory managers, and technical support engineers.

Work Environment:

This position is a hybrid position that requires both in-office and on-the-road work. This position requires working near moving mechanical parts and results in occasional exposure to fumes or airborne particles.

Physical Demands:

The essential functions of this job require the ability to: stand, walk, and sit; use hands to finger, handle, or feel; reach with arms and hands; stoop, kneel, crouch, or crawl; talk and hear; lift up to 50 pounds. Peripheral vision and manual dexterity sufficient to reach/handle items, work with the fingers, and perceive attributes of objects and materials are also required in order to successfully perform the essential functions of this job.

Position Type / Expected Hours of Work:

This is a full-time, FLSA-exempt position requiring a minimum of 40 hours per week during standard business hours. Additional work outside of standard business hours is also required.

Travel:

This role requires frequent travel between locations and service/customer sites (25%).

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of duties, responsibilities, or activities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EEO Statement:

Provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. In addition will provide reasonable accommodations for qualified individuals with disabilities.

WORKING CONDITIONS:

• May on occasion be exposed to loud sounds and distracting noise levels, such as from office equipment.
• The ability to lift up to 30lbs
• Use of computers and technology

Here at Canon Recruiting, People are our priority, and we are committed to Include Diversity in every segment of who we are. It is only through our Diversity, we are made a stronger organization, and increase our ability to provide top tier candidates that our clients have come to know Canon for. We have an inclusive environment all employees are celebrated for their unique differences. The different perspectives and experiences of our workforce give us the competitive advantage that is essential for success in an ever-changing market. By promoting inclusion with the same enthusiasm, we devote to quality and competency, and using the experience from a diverse assortment of backgrounds and experiences, Canon is able to improve the services and value we deliver to clients, employees, and customers. At Canon, Diversification and Inclusiveness are much more than a corporate ambition; they are a critical component in our daily corporate life.

Canon Recruiting is committed to a diverse and inclusive workplace. Canon Recruiting is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

The pay range for this position is listed above. Base pay information is based on market location.
We will consider for employment qualified applicants with arrest and conviction records.
Our range of benefits may include health care and 401(k) savings plans.
For individuals with disabilities who would like to request an accommodation, please email [email protected]