POSITION FUNCTION:

Responsible for the continuous development and improvement of people, processes and systems for our service operations across the Horton Division. Reporting to the VP and General Manager of Door Services Corporation, the Director of Field Operations is responsible for supporting, developing, implementing and maintaining tools, programs, processes and KPIs to support the success of service leaders and technicians across the Division. This role will be a strategic influencer and advisor working in collaboration with regional and local leadership who retain authority and accountability for personnel, spending and contracting decision for their markets.QUALIFICATIONS

• Bachelor's degree in in Business Administration, Operations Management, Engineering, or related field; MBA preferred.

• 10+ years' experience in automatic door industry.

• Strong leadership and team management skills, with proven track record of driving performance and employee engagement.

• Experience with quote-book-build-invoice ERP operating systems (Oracle preferred)

• Excellent problem-solving skills and decision-making ability.

• Strong communication and interpersonal skills, with the ability to build relationships with clients and team members.

• Ability to prioritize and handle multiple tasks.

• Willingness to travel as needed to support field operations and clients needs.QUALIFICATIONS

• Bachelor's degree in in Business Administration, Operations Management, Engineering, or related field; MBA preferred.

• 10+ years' experience in automatic door industry.

• Strong leadership and team management skills, with proven track record of driving performance and employee engagement.

• Experience with quote-book-build-invoice ERP operating systems (Oracle preferred)

• Excellent problem-solving skills and decision-making ability.

• Strong communication and interpersonal skills, with the ability to build relationships with clients and team members.

• Ability to prioritize and handle multiple tasks.

• Willingness to travel as needed to support field operations and clients needs.ESSENTIAL DUTIES AND RESPONSIBILITIES

• Participate in the development and management of service tech and Installer training programs.

• Develop and manage service tech support, including telephonic, video and mobile app-based support.

• Supporting legal in our defense of service-related legal matters

• Develop and implement key performance metrics useful in monitoring and improving service performance, customer satisfaction, and financial performance

• Consult and advise regional and local service leaders on opportunities to improve service performance, customer satisfaction and financial performance.

• Provide interim service leadership when Local Service Leaders are out for extended periods of time.

• Recommend and implement necessary actions to improve service revenue generation and profitability within all locations.

• Monitor service trends across the country and identify and share best practices.

• Recommend and support, in conjunction with Human Resources, the implementation of service tech incentive programs that support the delivery of value to our customers.

• Proactively support our safety program and initiatives, comply with all safety policies and procedures and ensure utilization of safe work practices on site, in the warehouse and office

• Maintain a positive attitude and communication style with customers and Team Members in all circumstances

• Perform other duties as assigned.ESSENTIAL DUTIES AND RESPONSIBILITIES

• Participate in the development and management of service tech and Installer training programs.

• Develop and manage service tech support, including telephonic, video and mobile app-based support.

• Supporting legal in our defense of service-related legal matters

• Develop and implement key performance metrics useful in monitoring and improving service performance, customer satisfaction, and financial performance

• Consult and advise regional and local service leaders on opportunities to improve service performance, customer satisfaction and financial performance.

• Provide interim service leadership when Local Service Leaders are out for extended periods of time.

• Recommend and implement necessary actions to improve service revenue generation and profitability within all locations.

• Monitor service trends across the country and identify and share best practices.

• Recommend and support, in conjunction with Human Resources, the implementation of service tech incentive programs that support the delivery of value to our customers.

• Proactively support our safety program and initiatives, comply with all safety policies and procedures and ensure utilization of safe work practices on site, in the warehouse and office

• Maintain a positive attitude and communication style with customers and Team Members in all circumstances

• Perform other duties as assigned.