Director of Field Service

• Maintaining a safe, clean, productive, and timely work environment for both self, team members, and customers.
• Provide leadership, development, and accountability to assigned managers.
• Manage escalations and collaborate with business leaders for rapid resolutions.
• Foster a professional, customer-centric culture with a solutions-oriented approach.
• Optimize team utilization (85%+ target) through improved scheduling, job tracking, and automation tools.
• Coordinate with CIH sales teams, project managers and other departments as required to ensure accurate receipt, issue resolution, and on time delivery / production of all CIH Indianapolis Work Orders
• Maintain an excellent culture including accountability and recognition program development and measured through our centralized employee Net Promoter Score (eNPS).
• Maintain 100% weekly time allocation on all technicians.
• Ensure high quality by maintaining low incomplete rates, return rates, and warranty work order generation.
• Ensure all work orders are executed inside of agreed upon SLA’s
• Evaluate and implement cutting-edge field service management tools, software, and mobile solutions to optimize efficiency and performance.
• Submit timely reports for review to the VP of Operations.
• Actively Contribute to broader operational strategy and continuous service evolution.

Essential Functions

• Instill and maintain a safety-first mindset in all positions throughout the warehouse and shops.
• Collaborating with internal and external customers to ensure on-time-and-complete work orders.
• Facilitating process improvement discussions and root cause analysis to identify opportunities.
• Design proposals and assist with execution on process improvement plans.
• Utilize company computer systems to update and maintain inventory.
• Coaching team members and conducting performance reviews as required.
• Participate in department leadership meetings, scorecard updates, and long-term improvement projects.
• Utilize company vehicles and equipment according to CIH's policies and applicable laws.

Experience & Other Requirements

• 10+ years of relevant experience in commercial construction.
• 5+ years in a field service or field installation leadership role.
• Experience in commercial hardware, doors, frames, and low-voltage access control systems installation and service.
• Pre-employment background and drug screening.
• No issue with repetitive use of fingers and hands, standing, squatting, bending and lifting up to 40lbs.
• Able to sit for long periods. Also, occasionally work at heights off of ladders, scaffolding, lifts, platforms, etc.
• Experienced with Microsoft Office Suite and Microsoft Excel.