Service Operations Leader

Job Description

Job Description

ABOUT ACCESS

ACCESS is a manufacturer's representative organization specializing in critical infrastructure systems — Critical Power, Critical Cooling, HVAC, and System Monitoring. Our service division supports the uptime of our customers' most mission-critical equipment. We are an EOS company with a team of approximately 30 people based in Neenah, WI.

ABOUT THE ROLE

We are not looking for someone to manage a service department. We are looking for someone to build one.

This role exists to own the full performance, flow, and growth of our service division. You will be accountable for outcomes — not activity. Labor Efficiency Ratio (LER), gross profit, service contract growth, and operational scalability are yours.

This is a high-ownership, player-coach role. You will start inside the work — stabilizing operations and understanding the business from the ground up — while simultaneously building the systems, team, and structure required to scale.

If that sentence excites you rather than concerns you — keep reading.

WHAT MAKES THIS ROLE DIFFERENT

Most service leadership roles sit above the work. This one starts inside it.

THIS ROLE — EARLY PHASE:

• Step into dispatch and daily coordination as needed
• Stabilize operations from the inside
• Identify and fix breakdowns firsthand
• Build systems and structure underneath you
• Hire and develop the team as you go

THIS ROLE IS NOT:

• Inheriting a fully built team and structure
• Managing from a distance from day one
• Directing others without getting your hands dirty
• A maintenance role — this is a builder role
• A role where activity counts more than outcomes

If you prefer a fully defined structure and a built-out team before you act — this will not be a fit. We want someone who sees an unbuilt operation as an opportunity, not a red flag.

YOUR TEAM

You will have direct management responsibility over the full service operation, including:

• Dispatch — Scheduling execution and daily communication flow
• Parts Coordinator — Procurement accuracy and job readiness
• Service Intelligence Coordinator — Data, reporting, and proactive service generation
• Field Service Manager — Technical execution, field quality, and technician development

The Field Service Manager handles technical execution, field quality, and technician training. Your role is to lead the system and the people. These two roles are designed to complement each other, not overlap.

WHAT YOU'LL OWN

1. PERFORMANCE

Own and drive LER, gross profit margin, and technician utilization. Hold your team accountable to their KPIs and make the numbers move.

2. OPERATIONAL FLOW

Own the full workflow from customer request → dispatch → execution → billing. Eliminate bottlenecks. Ensure techs are prepared before every job.

3. PLAYER-COACH LEADERSHIP

Lead from the front during early stabilization. Step into dispatch when needed. Transition out of execution as systems and team mature.

4. TEAM LEADERSHIP

Lead Dispatch, Parts, Service Intelligence, and the Field Service Manager. Build clarity, accountability, and ownership across the full service team.

5. SYSTEMS & PROCESS

Build SOPs and repeatable workflows. Standardize scheduling, job prep, and communication. If it can't be trained to a new hire, it isn't a system.

6. SERVICE CONTRACT GROWTH

Own the service contract portfolio — count, revenue, and renewal rate. Convert non-contracted customers and develop tiered offerings that grow margin.

7. BUSINESS EXPANSION

Help expand beyond HVAC into power, monitoring, and infrastructure services. Evaluate new service offerings and build rollout plans with clear financial models.

8. FINANCIAL OWNERSHIP

Own service P&L performance. Improve job costing, billing accuracy, and margins. Make decisions that balance growth and profitability.

WHAT SUCCESS LOOKS LIKE — FIRST 12 MONTHS

• LER improves and stabilizes at target
• Gross profit trends upward consistently quarter-over-quarter
• Service contracts grow in both count and revenue
• Dispatch and operations run without constant intervention
• Core systems are documented and followed by the team
• At least one new service offering is launched
• Leadership is no longer involved in day-to-day service decisions
• Technician utilization and job readiness improve measurably

WHO THIS ROLE IS FOR

OWNER MENTALITY

Thinks like an owner, not an employee. Takes outcomes personally. Uses "I" not "we."

SYSTEMS THINKER

Builds repeatable processes. Connects dispatch → parts → LER → customer impact.

FINANCIALLY LITERATE

Understands how operations drive financial outcomes. Margin and cost are not someone else's job.

ACTION-ORIENTED

Moves without waiting for perfect conditions. Stabilizes → then improves → then grows.

COMFORTABLE IN AMBIGUITY

Thrives in environments without perfect structure. Sees a blank canvas as opportunity.

NATURAL TEACHER

Educates the team and customers — and verifies the learning actually landed, not just that it was delivered.

THIS ROLE IS NOT FOR YOU IF:

• You prefer managing from a distance with a fully built team in place
• You need clearly defined structure before taking action
• You avoid hands-on operational involvement
• You focus on activity over measurable outcomes
• You're uncomfortable being accountable for financial performance
• You explain things once and assume everyone understood

EXPERIENCE & BACKGROUND

We are less concerned with titles and more focused on capability. Ideal candidates typically have:

• Experience leading or improving a service, field service, or operations team — not just managing one
• Hands-on exposure to metrics like LER, utilization, margin, or service KPIs
• A real example of building a process or system from scratch that others adopted
• Direct financial accountability — P&L, margins, cost drivers
• Background in HVAC, Critical Power, Critical Cooling, electrical, or infrastructure systems (preferred but not required)
• Current, active use of technology and AI tools in their daily work
• A demonstrated track record of growing service contract revenue

OUR CORE VALUES

We are an EOS company. These values are how we hire, operate, and hold each other accountable — not words on a wall.

1. Customer Success Ahead of Our Own

2. Educate to Dominate

3. Creativity & Innovation

4. Bust Down Walls Tenacity

5. Quiet Confidence

HOW TO APPLY

If you've read this and thought "that's exactly what I do" — we want to hear from you.

1. Your application MUST include the word "operator" — this is intentional. Applications without it will not be reviewed regardless of experience. We use this as a simple signal of attention to detail.

2. Qualified candidates will be contacted for a phone pre-screen. If you advance, you will receive a DISC assessment that must be completed before the in-person interview. This is a required part of our process.

We review applications on a rolling basis.

Pay: From $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

ACCESS | Neenah, WI | Full-Time | On-Site

Company Description

ACCESS Core Values:
1. Customer Success Ahead of Our Own
2. Educate to Dominate
3. Creativity and Innovation
4. Bust Down Walls Tenacity
5. Quiet Confidence

Serving Wisconsin since 1993, ACCESS (formerly known as Access, Inc.) is a leading engineering rep and service provider for Vertiv/Liebert and other critical systems. At ACCESS, we don’t just do the job—we live our values. We’re proud to be the region’s factory-authorized Vertiv/Liebert service partner, supporting essential infrastructure with integrity and impact. We support facilities that can't afford downtime, from hospitals, schools and data centers to industrial and commercial buildings.

Company Description

ACCESS Core Values:\r\n1. Customer Success Ahead of Our Own\r\n2. Educate to Dominate\r\n3. Creativity and Innovation\r\n4. Bust Down Walls Tenacity\r\n5. Quiet Confidence\r\n\r\nServing Wisconsin since 1993, ACCESS (formerly known as Access, Inc.) is a leading engineering rep and service provider for Vertiv/Liebert and other critical systems. At ACCESS, we don’t just do the job—we live our values. We’re proud to be the region’s factory-authorized Vertiv/Liebert service partner, supporting essential infrastructure with integrity and impact. We support facilities that can't afford downtime, from hospitals, schools and data centers to industrial and commercial buildings.