Service Director

Job Title: Corporate Lifecycle Service Director

Job Description

The Corporate Lifecycle Service Director provides strategic leadership and operational oversight for service operations across all branch locations. This role ensures consistent execution of standardized service procedures, drives service excellence, and strengthens relationships with customers, OEM partners, and internal teams. A key focus of the position is to optimize service performance, resolve high-impact issues, and support revenue growth across the organization through disciplined lifecycle management and continuous improvement.

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.

Essential Skills

• Bachelor's degree or some college coursework 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.
• Experience with telematics and connected-equipment service offerings.
• Strong people leadership skills, including performance management, coaching, and succession planning.
• Knowledge of OSHA and environmental safety regulations applicable to service operations.
• Excellent communication and collaboration skills for cross-functional work with Sales, Parts, Finance, HR, and Marketing.
• Ability to travel regularly across multiple branch locations within a state or region.

Additional Skills & Qualifications

• Experience working in multi-branch or multi-location service organizations.
• Comfort with analyzing dashboards and KPIs related to labor revenue, cycle times, preventive maintenance, warranty, and customer satisfaction.
• Ability to drive operational excellence through process training, onboarding, and continuous improvement initiatives.
• Skill in conflict resolution and handling escalated customer issues with professionalism and urgency.
• Experience maintaining vendor and factory relationships to support technical service and business growth.
• Familiarity with inventory management and equipment fleet upkeep in a service environment.
• Capability to promote safety culture and accountability across diverse service teams.

Work Environment

This is a field-based leadership role covering multiple branch locations across the state of Wisconsin, including areas such as Rhinelander, the Upper Peninsula region, Appleton, La Crosse, and the local branch in Butler. The position requires regular travel between branches and customer sites. The director uses their own vehicle for travel and receives mileage reimbursement along with access to a company credit card for business expenses. The work environment includes shops, yards, and service facilities where heavy equipment or automotive service work is performed, with a strong emphasis on maintaining clean, organized, and safe workspaces in compliance with OSHA and environmental standards.

This is a Permanent position based out of Butler, WI.

The pay range for this position is $100000.00 - $150000.00/yr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Bonuses, incentive bonuses and full benefits

This is a fully remote position.

This position is anticipated to close on Oct 16, 2026.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on click.appcast.io for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.