Director of Service and Customer Operations - Construction Automation

Director of Service & Customer Operations Construction Automation

A well-established, publicly traded global technology leader specializing in construction high-scale electro-mechanical automation, advanced logistics infrastructure, and intelligent hardware solutions is seeking a strategic and highly driven Director of Service & Customer Operations.

This executive-level role will lead and expand the company's multi-territory U.S. service organization, directly managing a major profit center.

The position balances rigorous operational leadership, nationwide field engineering oversight, high-stakes commercial P&L responsibility, and executive-level client relationship management.

The successful candidate will act as a trusted advisor to key partners while driving a high-performance culture focused on contract lifecycle retention, technical uptime, and operational efficiency.

Responsibilities

Service Operations Leadership: Direct and scale nationwide U.S. service operations across multiple regional territories, ensuring absolute compliance with quality, corporate safety, and system performance benchmarks.

Team Development: Recruit, mentor, and foster accountability across a geographically dispersed team of field service managers, supervisors, and specialized field engineers. Commercial & Financial Stewardship: Maintain full P&L accountability for the U.S. service profit center, overseeing budgets, cost controls, service contract cycles, pricing strategies, and renewal optimization.

Executive Client Management: Serve as the primary senior escalation point for key corporate accounts, professionally managing contractual milestones, technical updates, and high-stakes conflict resolution.

Operational Excellence: Drive system uptime and customer satisfaction metrics through rigorous KPI management, modernized preventative maintenance programs, and robust emergency response strategies.

Qualifications

Professional Experience: 10+ years of progressive operational leadership experience within technical field service management, industrial operations, or complex customer support infrastructures.

Technical Acumen: Proven background overseeing highly complex technical environments such as industrial automation, heavy electromechanical systems, intelligent material handling, logistics systems, or industrial robotics.

Geographic Scope: Demonstrated success directing multi-regional, distributed field engineering networks and handling high-value B2B commercial structures.

Business Credentials: Strong financial and commercial aptitude with documented responsibility for multi-million dollar P&L lines, vendor negotiations, and service legal agreements.

Education: Bachelor's degree in Engineering, Operations Management, Business, or a related technical domain is highly preferred.