Director of Service Operations

3 hours ago

Reston, Virginia, United States Beckwood Press Company Full time
Director of Service Operations

Beckwood Press Company is seeking a highly experienced and strategic Director of Service Operations to join our team and drive excellence in all aspects of the customer experience. As the driving force behind our customer-centric business model, you will play a pivotal role in shaping the future of our organization by fostering a culture that cares deeply about both our customers and our employees.

Key Responsibilities:
  • Develop and implement strategies to build and manage a robust Service Business Unit that offers recurring maintenance/service contracts, retrofits, machine installation & training, out-of-warranty troubleshooting/repair and spare/replacement parts.
  • Facilitate and implement specific departmental initiatives to support the strategic plan / company direction for the Service Business Unit.
  • Work closely with other departments and managers, including Sales, Engineering, Operations, and Finance to ensure seamless service delivery and support company goals.
Team and Talent Management:
  • Build and lead a high-performing customer service team. Recruit, train, develop, & retain team members to ensure they have the skills and knowledge to deliver exceptional service.
  • Lead by example and cascade individual performance objectives to the service team leaders to help achieve defined growth initiatives.
  • Drive accountability while empowering individuals to assume greater levels of responsibility and personal contribution.
  • Foster a positive culture where employees feel comfortable coming to you and your leaders with concerns or feedback.
Financial and Operational Oversight:
  • Manage the P&L results for the Service Business Unit, ensuring financial targets are met or exceeded.
  • Work alongside CFO and other company executives to develop budgets, forecasts, and financial reports to support business decisions.
  • Drive service revenues and profits by listening to customer feedback & needs, and using that information to identify new business opportunities while optimizing existing service offerings.
  • Analyze the Service Business Unit's financial and ERP data and other indicators of performance in order to assess standing in pursuit of exceeding company goals.
  • Provide timely, accurate reports on the service operating condition of the company.
Customer Relationship Management and Business Development:
  • Ensure Beckwood's customers are highly satisfied with our product & service offerings by developing and maintaining strong customer relationships, handling inquiries and resolving issues effectively.
  • Supplement sales with development & maintenance of key partner and customer relationships.
  • Make important service related decisions, executes agreements and formalize partnerships under the guidance of the COO.
  • Broadcast a consistent message regardless of audience.
  • Continuous Improvement and Analytics:
  • Continuously evaluate and improve service processes to enhance efficiency & improve customer satisfaction.
  • Monitor and report on KPI's related to customer satisfaction and overall service business unit performance. Use data and analytics to make informed decisions and drive improvements.
  • Maintain in-depth knowledge of his or her industry and communicate with specialized colleagues for expert advice on financial, legal, and regulatory issues.
Qualifications:
  • Bachelor's Degree in a technical field and/or equivalent experience (8+ years in the service group of an industrial equipment manufacturing environment)
  • Strong leadership and team management skills
  • Ability to build a strong rapport with co-workers & customers. Seeks out and builds relationships outside of his/her department.
  • 10+ years of leading people in a service environment
  • Experience managing 3+ direct reports and 10+ indirect reports
  • 3+ years of P&L exposure in a $10M+ business unit
  • 2+ years direct experience working with Sales, Service & Engineering leaders
  • 5+ years in service, specifically in an industrial environment
  • 3+ years in a customer facing role
  • 5+ years' experience with responsibility over technician internal and customer required safety programs
Benefits:
  • Competitive salary
  • Bi-annual bonus plan
  • Comprehensive benefits package (health, dental, life insurance, AD&D, parental leave)
  • Flexible PTO & Sick Time
  • Fun office atmosphere with catered lunches, group activities, and happy hours
  • 401(k) with employer contribution
About Us:

Established in 1976, Beckwood is the world's leading supplier of hydraulic and servo-electric presses, automation equipment, and industrial solutions. Our machinery is used by companies worldwide to manufacture the products we use every day. From airplanes to pacemakers and everything in between, our manufacturing solutions make the world smarter, faster, healthier, and safer.

Our people are the heartbeat of our organization. We come to work each day for the challenge and approach every project with a can-do attitude. We are competitive, fun-loving, and creative—with a passion for customer satisfaction. Learn more about our culture at

Work Environment:

This position operates in a professional office environment. The employee is occasionally exposed to a variety of conditions within the plant.The noise level is usually moderate.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand and walk.

We are an equal opportunity employer and 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 characteristic protected by law.

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