Remote Lifecycle Service Director

Actalent; United States; Remote; USD 100,000 - 150,000; Full time

Benefits offered by this job

Bonuses

Full benefits

Job summary

Actalent is seeking a Corporate Lifecycle Service Director to provide strategic leadership for service operations across Wisconsin branches. This field-based role emphasizes standardized procedures, customer relationships, and lifecycle management to drive revenue growth and service excellence.

The ideal candidate will have ~8 years in service leadership, experience with P&L, and a track record of improving efficiency, safety, and customer satisfaction in heavy equipment or automotive settings.

Qualifications

• Bachelor's degree in a relevant field.
• Approximately 8 years of experience in a leadership role managing service technicians.
• Approximately 8 years of experience in service operations, repair, warranty billing, customer communication, and conflict resolution.
• Experience in the heavy equipment or automotive industry.
• Proven experience as a service manager or similar leadership role within service operations.
• Strong understanding of OEM service requirements and relationships.
• Demonstrated ability to manage service P&L, including forecasting, budgeting, and margin improvement.
• Experience implementing and enforcing standardized service SOPs across multiple locations.
• Track record of building and maintaining strong customer relationships and driving service sales.
• Ability to lead warranty administration processes and maximize warranty recovery.

Responsibilities

• Build strong, long-term customer relationships and expand service sales with a customer-first mindset.
• Set branch service sales goals and review labor rates annually to ensure competitiveness in the market.
• Conduct field visits to key accounts, quickly resolve service issues, and ensure timely follow-up on customer surveys.
• Partner with Marketing to design and execute lifecycle service programs and promotions that drive adoption and retention.
• Define, standardize, and enforce service SOPs across all branches, and lead onboarding and process training for service teams.
• Oversee work orders to ensure quality, accuracy, and timely turnaround, and manage OEM parts backorders to minimize downtime.
• Maintain brand standards and ensure consistent customer touchpoints by collaborating with Marketing and branch leaders.
• Direct warranty administration and recovery activities, auditing processes to maximize warranty recapture.
• Lead the development and delivery of connected-equipment and telematics service offerings.
• Ensure compliance with manufacturer policies and proactively communicate service issues and trends to OEM partners.
• Oversee the corporate service profit and loss, including revenue forecasting, budget development, and margin improvement.
• Prepare and present dashboards and reports covering labor revenue, cycle times, preventive maintenance, warranty, and customer metrics.
• Partner with Finance and Business Systems teams to enhance real-time KPI reporting and data visibility.
• Lead and coach Branch Service Managers through structured communication, regular performance reviews, and clear expectations.
• Support appropriate staffing levels, cross-training initiatives, and succession planning across all branch locations.
• Address performance issues using clear metrics, action plans, and follow-up, while promoting a culture of safety and accountability.
• Ensure ongoing technical training and completion of required certifications for service personnel.
• Ensure compliance with OSHA, environmental regulations, and internal safety standards across all service operations.
• Maintain clean, organized shops and yards, and oversee inventory management and equipment/truck upkeep.
• Collaborate closely with Sales, Parts, Finance, HR, and Marketing to improve customer experience and overall profitability.
• Maintain strong vendor relationships and participate in approved training sessions and industry events.
• Develop and manage factory relationships to support service operations, technical support, and business growth.
• Visit each branch regularly to reinforce standards, mentor local leadership, and support operational execution.

Skills

Leadership

Service operations

Warranty management

Telematics

P&L management

Customer relationships

Cross-functional collaboration

Safety compliance

Education

Bachelor's degree

Job description

Actalent is seeking a Corporate Lifecycle Service Director to provide strategic leadership for service operations across Wisconsin branches. This field-based role emphasizes standardized procedures, customer relationships, and lifecycle management to drive revenue growth and service excellence.

The ideal candidate will have ~8 years in service leadership, experience with P&L, and a track record of improving efficiency, safety, and customer satisfaction in heavy equipment or automotive settings.