Director of Service

Job Description

Job Description

Founded in 1988, Mersino is a single source for pumping services, contract dewatering, one-pass trenching, power generation and drilling. Our people are the most valuable asset, and we strive to maintain a culture that inspires dedication to customer service. Whether a planned project or an emergency response, Mersino meets challenges with expertise, equipment, and service.

We move water.

Location : Preferably in Auburn Hills, MI or near one of our established branches

Travel : Up to 50%

Job Summary :

The Director of Service plays a crucial role within the organization by managing all aspects of Mersino’s service operations, ensuring efficiency, quality, and reliability in the repair and maintenance of the company’s fleet of dewatering pumps, generators, heavy equipment, and vehicles. This position provides direct leadership to the corporate service team—including Regional Service Managers, Quality Manager, Corporate Service Manager, and the Global Pump Rental Facility Service Manager—and holds responsibility for the service capital budget. The Director of Service drives the development and execution of organization-wide service programs that strengthen uptime, utilization, longevity, and customer satisfaction, while ensuring consistency in processes, systems, and standards across all branches and facilities.

Typical Duties and Responsibilities :

• Lead and manage Regional Service Managers, Quality Manager, Corporate Service Manager, and the Global Pump Rental Service Manager; ensure performance, workload balance, and professional development
• Hold weekly reviews with Regional Service Managers to track KPIs, red tag trends, staffing, and compliance
• Oversee the Global Pump Rental refurb / major repair operation for throughput, quality, and alignment with priorities
• Partner with the Corporate Service Manager on repair order management, service scheduling, mechanic efficiency, and shop throughput
• Lead the capture of tribal knowledge into SOPs, training materials, and work instructions to ensure consistency and scalability across all locations
• Collaborate with Fleet and Purchasing leadership to align service activities with asset allocation, forecasting, and parts availability, escalating priorities as needed
• Partner with the Quality Manager on quality control, red tag closure, and service training programs
• Develop and implement a strategic service plan to maximize equipment longevity, uptime, and reliability
• Own deployment and integration of the service module in Mersino’s ERP; enforce data integrity standards
• Establish preventive maintenance schedules and monitor compliance, resolving missed PMs or overdue hours
• Oversee the process for billing customers for damages and shortages, ensuring accurate documentation, consistent application of company policy, and timely escalation when disputes arise
• Own the company-wide red tag program, including reporting, closure accuracy, and KPI accountability
• Develop and implement SWIs and QCPs to maintain equipment to company specifications and industry standards
• Build a parts stocking system with reorder triggers for proper spare parts and tool inventory across locations
• Create and maintain predictive maintenance programs leveraging telemetry (Mersino Connect)
• Lead 5S and continuous improvement initiatives to drive efficiency, cost reduction, and service quality
• Partner with corporate purchasing to manage vendors, maintain approved lists, and define outsource vs. in-house services
• Partner with branch leadership on Mechanic staffing levels and Service Manager selection and onboarding
• Ensure all customer communication and repair documentation in Odoo is professional and compliant
• Own development and implementation of service policies, procedures, and SWIs
• Drive mechanic efficiency and repair cycle time improvements while maintaining safety and compliance
• Provide accurate and timely service KPIs for Monthly Operating Reviews and Board presentations
• Ensure service operations comply with safety and environmental standards; escalate EHS concerns promptly and consistently
• Uphold The Mersino Way as a guiding document for all service activities

Qualifications :

Specific Expectations :

Disclaimer : The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Mersino is an Equal Opportunity Employer / Veterans / Disabled