Director of Service Operations

CYPRESS ENGINE ACCESSORIES, LLC; Cypress (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

Cypress Engine Accessories seeks an experienced Director of Service Operations to lead the Service Department and oversee field and in-house service activities, ensuring safe, efficient projects aligned with customer expectations.

The role drives service quality, customer satisfaction, and continuous improvement while coordinating with Sales, Technical Operations, Procurement, Accounting, and branch leadership to optimize profitability and growth.

Qualifications

• Demonstrated leadership in field service or industrial service environments.
• Experience leading and developing field service technicians or other technical personnel.
• Strong knowledge of natural gas engines, engine controls, ignition systems, emissions equipment, or related industrial equipment.
• Experience planning and coordinating multiple field projects, technicians, schedules, and customer priorities.
• Strong working knowledge of job costing, budgeting, labor utilization, project profitability, and operational performance metrics.
• Strong technical troubleshooting and problem-solving abilities.

Responsibilities

• Oversee day-to-day field and in-house Service Department operations.
• Plan, schedule, and coordinate service projects, maintenance activities, installations, repairs, and other field service work.
• Manage technician schedules, job assignments, travel, manpower, and resource allocation.
• Develop and review work scopes and ensure labor, parts, tools, equipment, documentation, and safety requirements are addressed before job commencement.
• Monitor active projects, schedules, priorities, and customer requirements to ensure timely and effective execution.
• Ensure service reports, project documentation, customer communications, and job records are complete and accurate.

Skills

Leadership

Field service management

Engine knowledge

Project coordination

Safety compliance

Budgeting

Tools

Microsoft Office

Project management software

CRM systems

Job description

Cypress Engine Accessories is seeking an experienced Director of Service Operations to provide leadership and oversight for our company-wide Service Department. This position is responsible for the planning, coordination, and execution of field and in-house service activities while ensuring projects are completed safely, efficiently, and in accordance with company standards and customer expectations.

The Director of Service Operations leads service personnel, manages technician scheduling and resource allocation, oversees project planning and execution, and works closely with Sales, Technical Operations , Procurement, Accounting, and branch leadership to support successful service delivery. The position also maintains responsibility for departmental financial performance, service quality, customer satisfaction, and continuous improvement.

As a member of the senior leadership team, this position contributes to company-wide planning and decision-making while providing the operational and technical leadership necessary to support the continued growth and development of Cypress Engine Accessories' service capabilities.

Key Responsibilities

Service Operations & Project Management

• Oversee day-to-day field and in-house Service Department operations .
• Plan, schedule, and coordinate service projects, maintenance activities, installations, repairs, and other field service work.
• Manage technician schedules, job assignments, travel, manpower, and resource allocation.
• Develop and review work scopes and ensure labor, parts, tools, equipment, documentation, and safety requirements are addressed before job commencement.
• Monitor active projects, schedules, priorities, and customer requirements to ensure timely and effective execution.
• Ensure service reports, project documentation, customer communications, and job records are complete and accurate.
• Conduct post- service customer follow-up and address service concerns as necessary.
• Lead, coach, and develop field and in-house service personnel.
• Support recruiting, interviewing, hiring, onboarding, training, and retention of Service Department employees.
• Monitor employee performance, productivity, attendance, and adherence to company expectations.
• Conduct employee coaching, performance evaluations, goal setting, and development planning.
• Identify technical training needs and develop opportunities to strengthen departmental capabilities.
• Lead regular Service Department meetings and maintain effective communication across the team.
• Develop and manage the annual Service Department budget.
• Monitor revenue, labor utilization, overtime, travel, subcontractor costs, equipment expenses, and overall departmental profitability.
• Review job costing and project performance to identify variances, trends, and opportunities to improve margins.
• Ensure customer invoicing is timely, accurate, and supported by required service reports and documentation.
• Monitor departmental KPIs and provide financial and operational reporting to leadership.
• Identify opportunities to improve efficiency, control costs, and increase Service Department profitability.

Safety & Compliance

• Promote and enforce a strong safety culture throughout the Service Department.
• Ensure service personnel comply with company, customer, and site-specific safety requirements.
• Support safety meetings, training, inspections, incident reviews, and corrective actions.
• Monitor technician training, certifications, qualifications, PPE requirements, and required safety documentation.
• Ensure required vehicle, equipment, and departmental safety inspections are completed and documented.
• Support compliance with applicable DOT and NON-DOT vehicle safety requirements.
• Ensure technicians complete required JSAs, permits, site-specific meetings, and customer safety documentation.
• Work collaboratively with company EHS and leadership personnel to address operational risks and maintain compliance.

Technical Support & Customer Service

• Maintain a strong working knowledge of natural gas engines, controls, ignition systems, emissions solutions, monitoring equipment, and related engine accessories.
• Provide technical guidance and troubleshooting support to field and in-house service personnel.
• Assist with complex equipment, controls, ignition, emissions, and engine performance issues.
• Support development of work scopes, repair recommendations, installation procedures, and maintenance plans.
• Participate in customer meetings, site visits, project planning, and service -related quoting as needed.
• Work closely with Sales and Technical Operations to support customer opportunities and develop effective service solutions.

Process Improvement & Leadership

• Develop and improve service procedures, workflows, checklists, reporting tools, and documentation standards.
• Monitor service quality, customer feedback, project performance, and operational trends.
• Improve communication and coordination between Service , Sales, Procurement, Accounting, Technical Operations , and branch personnel.
• Participate in strategic planning and company-wide initiatives as a member of the senior leadership team.
• Support organizational growth while maintaining strong standards for safety, quality, customer service , accountability, and profitability.

Qualifications

• Previous leadership experience in field service , industrial service , natural gas engine/compression, or a related technical service environment.
• Demonstrated experience leading and developing field service technicians or other technical personnel.
• Strong knowledge of natural gas engines, engine controls, ignition systems, emissions equipment, or related industrial equipment preferred.
• Experience planning and coordinating multiple field projects, technicians, schedules, and customer priorities.
• Strong working knowledge of job costing, budgeting, labor utilization, project profitability, and operational performance metrics.
• Strong technical troubleshooting and problem-solving abilities.
• Demonstrated commitment to workplace safety and the ability to enforce company and customer requirements.
• Strong leadership, organizational, communication, and customer- service skills.
• Ability to effectively collaborate across departments and with customers, vendors, and senior management.
• Proficiency with Microsoft Of fice and the ability to effectively utilize project management, CRM, scheduling, and business systems.
• Ability to travel to customer locations and other Cypress Engine Accessories branches as required.

Additional Requirements

This position requires a hands-on leader who is comfortable working with both field personnel and senior management. The Director of Service Operations must be able to balance customer needs, employee development, safety, technical problem-solving, scheduling, and financial performance while maintaining accountability for the overall success of the Service Department.

The responsibilities listed above are not exhaustive and may be expanded or modified based on the needs of Cypress Engine Accessories.