Service Director

Position Summary:

The Service Director is responsible and accountable for leading and directing profitable service revenue growth by managing and leading a team. This role presents an exciting opportunity to join a global leader in tortilla and tortilla chip production systems to make a significant impact in a rapidly growing market. The team will consist of a service manager, service admin, and 12+ service technicians. This strategic leadership position is responsible for day-to-day management of a team and driving quality, service levels, and process improvements. The Service Director will be a true customer centric solution finder and act as a trusted systems expert.

Key Responsibilities:

• Implement process improvement plans that support revenue, customer satisfaction, technician morale, and ease of doing business with JC Ford
• Implement tools and practices that ensure 75% technician utilization per month
• Develop and execute strategies for proactive service plans that don't rely on reactive break-fix to generate profitable revenue stream
• Coach, develop, maintain, and manage a highly technical field service team with service manager
• Oversee installations, preventative maintenance, equipment upgrades and updates, and sales support for new systems
• Foster effective and transparent information sharing between customers, technicians, and JC Ford manufacturing and engineering teams
• Create and implement service documentation procedures and processes for customer and internal teams
• Establishing and growing customer relationships
• Strategy focused on meeting or exceeding financial metrics
• Meeting or exceeding customer satisfaction results
• Develop talent and foster skills matrix for technicians to level up
• Increasing employee retention and engagement levels
• Effective communication with VP of Revenue and demonstrable service dashboards

Qualifications and Prior Experience:

• Proven track record of 8 years in industrial machinery service or related experience, ideally in a food processing/manufacturing/packing environment (or equivalent combination of education and experience)
• Experience effectively managing customer relations dealing directly with customers
• Experience managing a Profit & Loss statement, cost control, inventory management, customer-facing metric management (KPI, etc.)
• Sales Strategy and Customer Development
• Ability to effectively demonstrate productivity tools, i.e. Microsoft Office
• Achieve targets and goals with minimal supervision.
• Strong communication skills verbal and written
• Electrical and mechanical service experience
• Understanding of the food and process industry, including factory operations and decision-making processes.
• Proven track record of technical solution sales and possessing an engineering and project management mindset
• Experience with project-based sales involving complex technical solutions.
• Capacity to logically solve problems and manage projects by utilizing a data-driven, detail-oriented, approach.
• Demonstrated success in building relationships and driving revenue in North America, with possible experience in international markets.
• Demonstrated ability to work well with others and to participate in and/or lead a cross-functional team.
• Analytical ability to prepare performance reports, cost/price analyses, and other performance measures
• Possess excellent verbal and written communication skills to communicate effectively.
• Possess ability to drive for results, hold self-accountable, and continuously improve.

Requirements:

Education and Experience:

• Bachelor's degree with at least 8 years of relevant experience and previous management experience is required
• Bachelor's degree in engineering is a plus

Work Environment:

The work environment for this role involves a dynamic combination of customer-facing settings, office-based work, and time spent in manufacturing and production areas. The Service Director routinely engages with customers at their facilities, which may include food manufacturing plants, industrial production areas, and other operational environments. These visits may involve exposure to varying temperatures, elevated noise levels, moving equipment, and other conditions typical of industrial customer sites. Travel by air and car is required and may include extended periods onsite to support service delivery, project coordination, or issue resolution.

Within the company's facilities, the role includes work in a standard office environment with regular use of computers, communication tools, and other office equipment. The Service Director will also frequently enter the company's manufacturing and production areas to collaborate with engineering, operations, and technical teams. These areas may involve exposure to machinery, noise, and other industrial conditions. Proper personal protective equipment (PPE) will be required and provided.

This position requires the ability to move seamlessly between office settings, customer environments, and manufacturing floors, maintaining a high level of professionalism, customer engagement, and adherence to all company and customer safety protocols.

The duties and responsibilities outlined in this job description are intended to represent the essential functions of the position and are not exhaustive. JC Ford reserves the right to modify this job description at any time, with or without notice, to meet business needs. Employees are expected to adhere to company policies and applicable local, state, and federal laws. This document does not constitute a contract of employment, and JC Ford retains the right to employ individuals at will, as permitted by law.