A well-established, publicly traded global technology leader specializing in construction high-scale electro-mechanical automation, advanced logistics infrastructure, and intelligent hardware solutions is seeking a strategic and highly driven Director of Service & Customer Operations.
This executive-level role will lead and expand the company's multi-territory U.S. service organization, directly managing a major profit center.
The position balances rigorous operational leadership, nationwide field engineering oversight, high-stakes commercial P&L responsibility, and executive-level client relationship management.
The successful candidate will act as a trusted advisor to key partners while driving a high-performance culture focused on contract lifecycle retention, technical uptime, and operational efficiency.
Service Operations Leadership: Direct and scale nationwide U.S. service operations across multiple regional territories, ensuring absolute compliance with quality, corporate safety, and system performance benchmarks.
Team Development: Recruit, mentor, and foster accountability across a geographically dispersed team of field service managers, supervisors, and specialized field engineers. Commercial & Financial Stewardship: Maintain full P&L accountability for the U.S. service profit center, overseeing budgets, cost controls, service contract cycles, pricing strategies, and renewal optimization.
Executive Client Management: Serve as the primary senior escalation point for key corporate accounts, professionally managing contractual milestones, technical updates, and high-stakes conflict resolution.
Operational Excellence: Drive system uptime and customer satisfaction metrics through rigorous KPI management, modernized preventative maintenance programs, and robust emergency response strategies.
Professional Experience: 10+ years of progressive operational leadership experience within technical field service management, industrial operations, or complex customer support infrastructures.
Technical Acumen: Proven background overseeing highly complex technical environments such as industrial automation, heavy electromechanical systems, intelligent material handling, logistics systems, or industrial robotics.
Geographic Scope: Demonstrated success directing multi-regional, distributed field engineering networks and handling high-value B2B commercial structures.
Business Credentials: Strong financial and commercial aptitude with documented responsibility for multi-million dollar P&L lines, vendor negotiations, and service legal agreements.
Education: Bachelor's degree in Engineering, Operations Management, Business, or a related technical domain is highly preferred.
Director of Service and Customer Operations - Construction Automation • Jersey City, NJ, United States
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