Director of Service Excellence — Multi-Location & OEM

Herc-U-Lift, Inc.; Minneapolis (MN); On-site; USD 160,000 - 185,000; Full time

Benefits offered by this job

Medical insurance

HSA/FSA options

Paid time off

Company-paid life insurance

Disability insurance

401(k) with company match

Tuition reimbursement

In-house training

Job summary

Herc-U-Lift, Inc. seeks an experienced Director of Service to lead the company-wide service organization across 11 locations in 5 states.

The role partners with the President and Operations to drive strategy, standards, and profitability while absorbing OEM relationships and building the service program. The Director will mentor the Warranty Coordinator and Service Trainers, influence fleet maintenance programs, and ensure consistent performance and accountability with data-driven decision

Qualifications

• Significant service leadership experience across multiple locations.
• Ability to shape company-wide service strategy, standards, and processes.
• Strong OEM warranty, campaigns, and dealer service knowledge.

Responsibilities

• Develop and lead company-wide service strategy, standards, and operating practices across all branches.
• Set annual service goals, budgets, priorities, and initiatives with measurable branch-level expectations.
• Lead, coach, and develop the Warranty Coordinator, Service Admin Manager (Billing), and Service Trainers; drive hiring and compensation decisions.
• Direct dispatch, shop workflow, and service delivery standards across branches; support major issues.
• Own service go-to-market strategy including labor rates, PM programs, and service offerings.
• Oversee service P&L, labor recovery, margins, WIP, and billing timeliness.

Skills

Leadership

Strategic thinking

Operations management

Data-driven decisions

Negotiations

Communication

ERP systems

Education

Bachelor's degree

Relevant field

Tools

NetSuite

Microsoft Excel

Job description

Herc-U-Lift, Inc. seeks an experienced Director of Service to lead the company-wide service organization across 11 locations in 5 states.

The role partners with the President and Operations to drive strategy, standards, and profitability while absorbing OEM relationships and building the service program. The Director will mentor the Warranty Coordinator and Service Trainers, influence fleet maintenance programs, and ensure consistent performance and accountability with data-driven decision