Director of Service

Ford; Connellsville, Northern (Fayette County, KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

401(k) match

Bereavement Leave

Vacation Benefits

Holidays

Medical, Dental, and Vision

Life Insurance

Voluntary Short-Term Disability

Voluntary Long-Term Disability

Scholarship Foundation

Job summary

Ford Office Technologies in Connellsville, PA is seeking a dynamic Director of Service to provide strategic and operational leadership across the service organization, driving growth, profitability, and a superior customer experience.

The role leads Service Managers, establishes standards, develops long-term service strategies, and ensures performance across locations with a focus on accountability, process improvement, and data-driven decision-making.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Engineering or related field, or equivalent leadership experience.
• Significant experience in service operations, field service or operations management.
• Experience leading managers and multiple teams across locations.
• Proven ability to drive financial results, customer satisfaction and staff development.
• Experience developing budgets, forecasts and KPIs.

Responsibilities

• Provide leadership for Service Managers and the overall service organization.
• Establish clear goals, priorities, and performance standards for leaders.
• Develop and execute short- and long-term service strategies for growth and profitability.
• Ensure consistent service standards across departments and locations.
• Drive revenue, gross profit, productivity and expense objectives.

Skills

Leadership

Service operations

Budgeting

Data-driven decisions

Customer experience

Education

Bachelor's degree in Business Administration, Operations Management, Engineering

Job description

Description

Ford Office Technologies is growing, and we are seeking a dynamic and motivated Director of Service. This role will provide strategic and operational leadership across the organization’s service departments, ensuring consistent execution, strong financial performance, exceptional customer experience, and the development of high-performing service teams. This position is responsible for establishing service standards, aligning departmental operations with organizational objectives, identifying opportunities for continuous improvement, and holding service leaders accountable for achieving performance expectations.

• Provide leadership, management, and accountability for Service Managers and the overall service organization.
• Establish clear expectations, goals, priorities, and performance standards for service leaders and their respective departments.
• Develop and execute short- and long-term service strategies that support organizational growth, scalability, profitability, customer retention, and operational excellence.
• Ensure consistent application of service standards across departments and locations.
• Establish and maintain service standards that promote an exceptional, consistent, and professional customer experience.
• Develop and execute strategies to achieve service revenue, gross profit, margin, productivity, expense, and profitability objectives.
• Establish clear leadership expectations and ensure managers consistently demonstrate effective leadership, communication, accountability, and employee development practices.
• Establish expectations for technician productivity, utilization, response time, resolution quality, documentation, customer communication, and professional conduct.

Ford Office Technologies, Pittsburgh Post-Gazette Top Workplace and Pittsburgh Business Times Best Place to Work, is the area’s largest independent full-line authorized provider of the industry’s top four manufacturers for copier, printer, and multi-function product (MFP) technology - Canon, Konica Minolta, Kyocera and Lanier (Ricoh). Since opening in 1991, Ford Office Technologies has been focused on delivering the area’s best products and services available in the industry. Our family owned and operated business, headquartered in Connellsville, Pennsylvania, is continually evolving and growing to meet the ever-expanding needs of our customers. From data management to IT services, our main goal is to ensure that our customers’ businesses run smoothly and efficiently with an established company that they can trust. We currently support clients in Pennsylvania, Maryland, West Virginia, and Ohio. Our growth also incorporates expanding our reach, with offices in Pittsburgh, Erie, Monroeville, Niles OH and most recently our Charleston WV location.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, Engineering, or a related field; equivalent combination of education and relevant leadership experience may be considered.
• Significant progressive experience in service operations, field service, technical service, operations management, or a related environment.
• Experience leading managers and multiple teams, departments, territories, or locations.
• Demonstrated responsibility for operational performance, financial results, customer satisfaction, and employee development.
• Experience developing and managing budgets, forecasts, operational metrics, and key performance indicators.
• Proven ability to improve operational performance through process improvement, leadership development, accountability, and data-driven decision-making.

In Return We Offer

• 401(k) with company match
• Bereavement Leave
• Vacation Benefits
• Holidays
• Medical, Dental, and Vision Care Insurance
• Life Insurance - both company paid and additional coverage.
• Voluntary Short-Term and Long-Term Disability Insurance
• Voluntary Policies for additional insurance to cover accident, cancer, critical illness, or injury.
• CDA Scholarship Foundation