Director of Field Service Operations

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 organizations 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.

Ford Office Technologies Pittsburgh Post-Gazette Top Workplace and Pittsburgh Business Times Best Place to Work is the areas largest independent full-line authorized provider of the industrys 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 areas 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.

• Bachelors 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.

In Return We Offer

• 401(k) with company match
• Bereavement Leave
• Vacation Benefits
• Holidays
• Medical Dental and Vision Care Insurance
• Life Insurance both company paid and additional coverage.
• Voluntary Short-Term and Long-Term Disability Insurance
• Voluntary Policies for additional insurance to cover accident cancer critical illness or injury.
• CDA Scholarship Foundation