Director of Service in Portland, Oregon at Permacold Engineering

The Director of Service is responsible for leading, directing, and optimizing all service operations across PermaCold's branch locations, including service office staff, union field technicians, and the service sales team. As a key member of the leadership team, this role is accountable for developing and executing business strategies that drive operational excellence, customer satisfaction, revenue growth, and profitability. The Director of Service partners closely with senior leadership to build high-performing teams, expand market presence, implement continuous process improvements, and ensure exceptional service delivery while supporting PermaCold's long-term strategic objectives.

This is a highly visible, hands-on leadership role that requires regular travel to each PermaCold branch office and customer job sites throughout the region. The Director of Service is expected to maintain a strong field presence by building relationships with employees and customers, supporting branch operations, observing field activities firsthand, and ensuring consistent execution of company standards, safety practices, and service excellence across all locations.

This individual must be located in the Pacific Northwest within our service area.

Key Responsibilities:

• Lead and develop high-performing service, sales, and administrative teams while fostering a culture of accountability, collaboration, and continuous improvement.
• Own business unit financial performance, including P&L management, revenue growth, profitability, budgeting, and expense management.
• Develop and execute strategic plans to achieve sales, service, operational, and financial objectives.
• Drive customer satisfaction by ensuring exceptional service delivery and adherence to industry best practices.
• Manage and grow field service operations, including recruiting, retaining, and developing union service technicians.
• Identify new market opportunities and implement strategies to increase market share and service revenue.
• Monitor key performance indicators (KPIs) and use data-driven decision-making to improve operational performance.
• Partner with senior leadership to achieve company goals and long-term growth initiatives.
• Oversee workforce planning, performance management, coaching, succession planning, and employee development.
• Ensure projects are completed safely, on time, within budget, and in accordance with quality standards.
• Build and maintain strong relationships with customers, vendors, contractors, and industry partners.
• Represent the company at industry events, trade shows, and customer meetings.

• Bachelor's degree in Business, Engineering, or a related field; MBA preferred.
• 10+ years of progressive leadership experience in refrigeration construction and service or a closely related industrial service industry.
• Proven success managing business operations with strong P&L responsibility.
• Experience leading large service organizations, including field service technicians and cross-functional teams.
• Strong understanding of commercial refrigeration construction, service operations, project management, and industry best practices.
• Experience managing union service technicians.
• Experience within the Pacific Northwest refrigeration construction and service market.
• Knowledge of construction drawings, specifications, and project scheduling.
• Experience implementing process improvements and scaling service operations.
• Strong technical aptitude with the ability to leverage technology to improve operational efficiency.
• Demonstrated ability to develop strategic business plans and execute growth initiatives.
• Experience using KPIs and operational metrics to improve performance and drive business results.
• Excellent leadership, coaching, team-building, and organizational development skills.
• Strong financial, analytical, and problem-solving abilities.
• Exceptional communication, relationship-building, and customer service skills.
• Proficiency with Microsoft Office (Excel, Outlook, Word, Project, and PowerPoint).
• Ability to manage multiple priorities in a fast-paced environment.
• Willingness and ability to travel to customer sites, offices, and industry events.
• Physical ability to access active job sites, including occasional climbing and crawling.
• Valid driver's license with a clean driving record.

Benefits:

• Eligible for healthcare benefits on Day 1 of employment:
  • Medical, dental, vision, and prescription drug coverage
  • Flexible Spending Account (FSA), Dependent Care Spending Account (DCSA)
  • Health Savings Account (HSA)
  • Company-paid Life Insurance; Supplemental Employee, Spouse, and Dependent Life
  • Accident Hospital Indemnity
  • Company-paid Short and Long-term Disability Insurance
  • Pet Insurance
• Employer matched 401(k) saving plan (with Roth option)
• Weekly paycheck
• Generous paid holiday schedule (11 days per year)
• Paid time off (vacation + sick time)
• Learning & Development programs
• Employee Referral Bonus Program
• Tuition Reimbursement

EOE – Disability/Veterans