Senior Director Operations, Field Services in Columbus, Ohio at PwrQ Holdings LLC

Position Summary

The Director of Service Operations provides leadership and strategic direction for all field services, equipment modernization, maintenance, warranty, and repair operations. This role ensures safe, high-quality, and profitable delivery of services across electrical distribution systems including LV/MV switchgear, circuit breakers, UPS systems, generators, transformers, protective relays, and controls.

This position oversees field service technicians, modernization technicians, service supervisors, dispatch/logistics personnel, and warranty/repair support staff, and reports directly to the Vice President of Service.

Key Responsibilities

Operational Leadership

• Lead and manage all field service operations including preventive maintenance, troubleshooting, repairs, testing, commissioning, emergency response, and customer support.

• Oversee modernization programs including breaker retrofits, relay upgrades, controls modernization, and gear refurbishment.

• Manage warranty processing, field warranty response, and documentation.

• Oversee repair workflows including triage, in-shop repairs, component testing, and return-to-service validation.

• Ensure adherence to OEM standards, internal procedures, and customer requirements.

• Manage resource allocation, scheduling, and high-utilization technician deployment.

• Own preventive and predictive maintenance programs and ensure documentation quality including maintaining PM standards, checklists, and service procedures.

Team Leadership & Development

• Lead service managers, field service technicians, modernization technicians, and logistics/dispatch teams.

• Implement technician development pathways, skills matrices, and certification programs.

• Oversee hiring, mentorship, coaching, and performance management.

• Promote a culture of safety, quality, accountability, and customer focus.

Financial & Business Management

• Maintain P&L responsibility for service, modernization, maintenance contracts, warranty, and repair programs.

• Support pricing strategies, labor estimating, and proposal development.

• Track KPIs such as utilization, productivity, margins, warranty cost, and schedule adherence.

• Develop labor and resource forecasts aligned with workload demand.

Safety, Compliance & Quality

• Ensure compliance with NFPA 70E, OSHA 1910/1926, LOTO, arc flash programs, and customer site requirements.

• Conduct safety audits, jobsite inspections, and corrective action initiatives.

• Ensure QA/QC standards for all service and modernization work.

• Maintain documentation standards for service reports, PM forms, test results, warranty evaluations, and repair logs.

Strategic Initiatives

• Assist in the development of our service offer portfolio

• Lead process improvement initiatives in logistics, tooling, fleet management, and field reporting systems.

• Support service expansion and organizational integration initiatives.

• Implement digital field tools, dashboards, and operational management systems.

Required Qualifications

• Bachelor’s degree in Operations, Business Management, Electrical Technology, or related field preferred.

• 12+ years of electrical service experience with 5+ years in operational leadership.

• Strong background in switchgear, breakers, UPS, generators, transformers, relays, and modernization programs.

• Experience managing service, maintenance, warranty, and repair operations.

• Strong understanding of NFPA 70E, OSHA, and electrical safety compliance.

Skills & Competencies

• Strong leadership, communication, and team-building abilities.

• Skilled in scheduling, planning, and operational optimization.

• Financial acumen with P&L, forecasting, and job costing experience.

• Proficient in ERP, CRM, and field service management systems.

• Excellent customer engagement and conflict-resolution skills

Performance Metrics

• Technician utilization and productivity

• Service and modernization gross margins

• Warranty cost reduction and response performance

• Repair cycle time and QA results

• PM completion and contract renewal rate

• Safety performance and compliance

• Customer satisfaction and service delivery timelines

Reporting Structure

• Reports To: Vice President of Service

• Direct Reports: Service Supervisors, Field Service Technicians, Modernization Technicians,

· Dispatch & Logistics Personnel, Warranty/Repair Support Staff

Location & Travel

• Based at corporate or regional headquarters.

• Travel required (20–40%) to field sites, customer locations, and branch offices.

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