Director, Technical Service
Apply NowCompany: Hudson Technologies, Inc.
Location: Houston, TX 77084
Description:
Director of Field Service Operations
Job Overview: We are seeking a dynamic and experienced Director of Field Service Operations to lead our field service teams in the Industrial HVAC/R industry. This role offers the opportunity to develop and implement comprehensive service strategies while fostering a culture of innovation, teamwork, and accountability. The ideal candidate will have a deep understanding of industrial refrigeration systems, ensuring technical excellence, superior customer service, and a strong focus on operational excellence (Op-Ex) through standardization and the SQDC (Safety, Quality, Delivery, and Cost) approach.
Key Responsibilities:
Safety and Compliance:
Ensure all operations meet safety, regulatory, and environmental standards specific to the Industrial HVAC/R industry and local laws.
Oversee commissioning and close-out processes for projects to ensure thorough documentation and adherence to protocols.
Quality Assurance and Customer Relations:
Monitor service quality and implement corrective actions to uphold high standards.
Maintain strong relationships with customers, ensuring satisfaction and prompt resolution of issues.
Oversee technical support activities and ensure alignment with customer needs.
Business Ownership
Financial responsibility for Hudson's entire service business, such as execution of projects and its profitability.
Hold monthly KPI meetings with Service Managers and interpret its key performance metrics to evaluate performance and initiate countermeasure efforts when performance falls below target.
Partner with the Director of Service Sales to drive business growth and improve customer satisfaction, prioritizing service needs appropriately.
Ensure monthly invoices/revenues are performed accurately and timely, driving the opportunities to enhance our revenues with added services.
Take ownership of all customer orders regarding order accuracy and service performance.
Set goals and develop audit schedules to ensure all Service Depot sites are maintaining Safety standards, housekeeping, and equipment maintenance for optimal performance.
Ensure scheduling and dispatching of manpower and equipment are planned ahead of time, in order to ensure customer satisfaction and higher profitability.
Strategic Leadership:
Develop and execute field service strategies tailored to the Industrial HVAC/R industry to meet business objectives and customer expectations.
Continuously refine strategies to align with evolving market needs, company growth, and customer requirements.
Analyze market trends and leverage data insights to drive continuous improvement and innovation.
Team Leadership and Development:
Lead, mentor, and manage field service teams to ensure high performance and professional growth.
Foster a collaborative and positive work environment that prioritizes team development and morale.
Build organizational capacity through coaching, training, and cross-functional collaboration.
Operational Excellence:
Implement standardized processes and best practices to ensure consistency and efficiency across all field service operations.
Drive the SQDC framework, focusing on Safety, Quality, Delivery, and Cost to enhance overall service performance.
Optimize resource allocation, improve efficiency, and oversee scheduling, materials management, and project execution for multiple crews and installations.
Ensure compliance with performance standards, budgets, and quality control measures.
Drive process improvements to reduce downtime and enhance service delivery.
Cross-Functional Collaboration:
Partner with product development, sales, engineering, and quality teams to align field service activities with business goals.
Provide feedback to product teams based on field insights and customer experiences.
Manage relationships with third-party service providers, including negotiating contracts and performance reviews.
Key Qualifications:
5+ years experience with P&L management of multiple sites, demonstrating the ability to drive accountability, managing priorities and delivering results.
Bachelor's degree in Business, Engineering, Operations Management, or a related field (MBA or advanced degree preferred).
10+ years of experience in field service management, including 7+ years in a leadership role, preferably within the Industrial HVAC/R industry.
Proven expertise in managing technical field teams and third-party service providers.
Strong knowledge of field service operations, technologies, and best practices specific to industrial HVAC/R systems.
Demonstrated success in driving operational excellence, standardization, and the SQDC approach.
Exceptional analytical, strategic planning, and problem-solving skills.
Proficiency in Microsoft Office Suite, project management tools, and ERP systems (e.g., SAP).
Technical certifications such as PMP, Lean Six Sigma, or HVAC-related credentials preferred.
Skills and Competencies:
Leadership: Inspires teams to achieve goals and fosters a culture of accountability.
Communication: Excellent interpersonal, negotiation, and relationship-building abilities.
Technical Expertise: Familiarity with industrial HVAC/R systems, components, and technologies.
Customer Focus: Dedicated to delivering exceptional service and building lasting customer relationships.
Strategic Vision: Sees the big picture and integrates multiple perspectives to drive business success.
Operational Excellence: Commitment to standardization and continuous improvement within the SQDC framework.
Job Overview: We are seeking a dynamic and experienced Director of Field Service Operations to lead our field service teams in the Industrial HVAC/R industry. This role offers the opportunity to develop and implement comprehensive service strategies while fostering a culture of innovation, teamwork, and accountability. The ideal candidate will have a deep understanding of industrial refrigeration systems, ensuring technical excellence, superior customer service, and a strong focus on operational excellence (Op-Ex) through standardization and the SQDC (Safety, Quality, Delivery, and Cost) approach.
Key Responsibilities:
Safety and Compliance:
Ensure all operations meet safety, regulatory, and environmental standards specific to the Industrial HVAC/R industry and local laws.
Oversee commissioning and close-out processes for projects to ensure thorough documentation and adherence to protocols.
Quality Assurance and Customer Relations:
Monitor service quality and implement corrective actions to uphold high standards.
Maintain strong relationships with customers, ensuring satisfaction and prompt resolution of issues.
Oversee technical support activities and ensure alignment with customer needs.
Business Ownership
Financial responsibility for Hudson's entire service business, such as execution of projects and its profitability.
Hold monthly KPI meetings with Service Managers and interpret its key performance metrics to evaluate performance and initiate countermeasure efforts when performance falls below target.
Partner with the Director of Service Sales to drive business growth and improve customer satisfaction, prioritizing service needs appropriately.
Ensure monthly invoices/revenues are performed accurately and timely, driving the opportunities to enhance our revenues with added services.
Take ownership of all customer orders regarding order accuracy and service performance.
Set goals and develop audit schedules to ensure all Service Depot sites are maintaining Safety standards, housekeeping, and equipment maintenance for optimal performance.
Ensure scheduling and dispatching of manpower and equipment are planned ahead of time, in order to ensure customer satisfaction and higher profitability.
Strategic Leadership:
Develop and execute field service strategies tailored to the Industrial HVAC/R industry to meet business objectives and customer expectations.
Continuously refine strategies to align with evolving market needs, company growth, and customer requirements.
Analyze market trends and leverage data insights to drive continuous improvement and innovation.
Team Leadership and Development:
Lead, mentor, and manage field service teams to ensure high performance and professional growth.
Foster a collaborative and positive work environment that prioritizes team development and morale.
Build organizational capacity through coaching, training, and cross-functional collaboration.
Operational Excellence:
Implement standardized processes and best practices to ensure consistency and efficiency across all field service operations.
Drive the SQDC framework, focusing on Safety, Quality, Delivery, and Cost to enhance overall service performance.
Optimize resource allocation, improve efficiency, and oversee scheduling, materials management, and project execution for multiple crews and installations.
Ensure compliance with performance standards, budgets, and quality control measures.
Drive process improvements to reduce downtime and enhance service delivery.
Cross-Functional Collaboration:
Partner with product development, sales, engineering, and quality teams to align field service activities with business goals.
Provide feedback to product teams based on field insights and customer experiences.
Manage relationships with third-party service providers, including negotiating contracts and performance reviews.
Key Qualifications:
5+ years experience with P&L management of multiple sites, demonstrating the ability to drive accountability, managing priorities and delivering results.
Bachelor's degree in Business, Engineering, Operations Management, or a related field (MBA or advanced degree preferred).
10+ years of experience in field service management, including 7+ years in a leadership role, preferably within the Industrial HVAC/R industry.
Proven expertise in managing technical field teams and third-party service providers.
Strong knowledge of field service operations, technologies, and best practices specific to industrial HVAC/R systems.
Demonstrated success in driving operational excellence, standardization, and the SQDC approach.
Exceptional analytical, strategic planning, and problem-solving skills.
Proficiency in Microsoft Office Suite, project management tools, and ERP systems (e.g., SAP).
Technical certifications such as PMP, Lean Six Sigma, or HVAC-related credentials preferred.
Skills and Competencies:
Leadership: Inspires teams to achieve goals and fosters a culture of accountability.
Communication: Excellent interpersonal, negotiation, and relationship-building abilities.
Technical Expertise: Familiarity with industrial HVAC/R systems, components, and technologies.
Customer Focus: Dedicated to delivering exceptional service and building lasting customer relationships.
Strategic Vision: Sees the big picture and integrates multiple perspectives to drive business success.
Operational Excellence: Commitment to standardization and continuous improvement within the SQDC framework.