Aramsco is always looking for dynamic and energetic team players to join our family of companies!

Aramsco, a family of companies, is a leading solutions provider to specialty contractors across North America, serving numerous end markets including abatement, restoration, environmental, emergency preparedness, stone care, cleaning and surface preparation. The company has more than 60 locations through which it distributes products, equipment and chemicals, and provides customers with other value-added services including equipment repair, equipment rental and education.

The Director of Service is a senior leadership role responsible for overseeing the delivery of high-quality services to customers, ensuring a positive experience at every touchpoint. This role is crucial in managing and developing service operations, implementing effective strategies, and leading teams to achieve service excellence. The Director of Service will drive operational efficiency, improve customer satisfaction, and align service delivery with company goals and objectives.

Primary Duties and Responsibilities

The successful candidate will:

• Lead and manage the service delivery team, including the Regional Service Repair Specialist, to ensure efficient, high-quality service operations.
• Work in a KPI environment that drives Utilization, Ticket Average, and work completed on time
• Develop and implement strategic plans to optimize service processes and improve operational efficiency.
• Can build teams and provides the proper performance management of the technicians and regional leaders
• Wants to be part of building the process, SOPs, KPIs, and foundational practices to elevate service repair
• Oversee the creation and management of service protocols, policies, and procedures.
• Ensure consistency in service delivery across all touchpoints and channels.

• Ensure the company delivers outstanding customer service that aligns with the organization's vision and customer satisfaction goals.
• Collaborate with other departments (sales, marketing, product, etc.) to identify and address customer pain points.
• Act as the escalation point for any major customer service issues or concerns.:

• Build, lead, and mentor a high-performing service team by providing training, guidance, and ongoing support.
• Set clear performance expectations, provide regular feedback, and ensure continuous improvement within the team.
• Foster a customer-centric culture that prioritizes teamwork, collaboration, and service excellence.
• Ensure that the team is adequately resourced and trained to meet service objectives.

• Establish and track key performance indicators (KPIs) to measure the effectiveness of service operations.
• Regularly report on service performance to senior management, identifying areas for improvement and implementing corrective actions.
• Analyze customer feedback, trends, and metrics to make data-driven decisions and improve service outcomes.

• Stay up-to-date with industry trends and emerging technologies to maintain a competitive edge in service offerings.
• Promote a culture of continuous improvement and innovation within the service department.

• Work closely with the product, operations, and sales teams to ensure service alignment with overall company goals.
• Participate in strategic planning sessions and provide input on customer service strategies.
• Support cross-departmental initiatives that impact customer service and overall business objectives.

QUALIFICATIONS:

Education:

• Bachelor's degree in Business Administration, Management, or a related field (Master's degree preferred).

Experience:

• 7+ years of experience in a Service Repair or automotive operations role, with at least 3 years in a leadership or managerial position.
• Proven experience in leading service teams and delivering high-quality customer service outcomes.
• Strong background in service strategy, operations management, and customer experience.

Skills & Competencies:

• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Ability to work under pressure, handle multiple priorities, and meet deadlines.
• High proficiency in customer service software, CRM tools, and MS Office Suite.
• Deep understanding of customer satisfaction metrics and service performance analytics.

Working Conditions:

• Full-time position with occasional evening or weekend work based on business needs.
• Some travel may be required for onsite visits, conferences, or service audits.

Qualifications/ Skills

Benefits (Full-Time Employees):

• Health/Vision/Dental insurance.
• Paid vacation.
• Paid holidays.
• 401(k) with employer matching.
• Life insurance is provided.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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