Head of Customer Service Operations

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Director of Service Operations Full Time Everett, WA, US
We specialize in the sales, service, maintenance, and lifecycle support of Uninterruptible Power Supply (UPS) systems, battery energy storage solutions, power distribution equipment, and related critical infrastructure supporting data centers, healthcare facilities, manufacturing operations, telecommunications networks, and other high-availability environments.
At our core, we are more than a service organization—we are relationship builders. We are committed to being trusted partners to our employees, customers, and vendors by delivering technical excellence, integrity, and responsiveness in everything we do. We believe that when we invest in our people first, they deliver exceptional experiences for our customers.
ZAVTEK is seeking an experienced Director of Service to lead and scale our national service organization. This role is ideal for a proven service leader with a strong background in critical power infrastructure and field service operations, preferably gained through organizations such as Eaton, Vertiv, ABB, Schneider Electric, Mitsubishi Electric, Piller, or similar mission-critical power providers.
The Director of Service will be responsible for the strategic direction, operational performance, and financial success of the service organization while ensuring exceptional customer satisfaction, technical excellence, and employee development.
This individual will lead a nationwide team of service managers, supervisors, and highly skilled field service engineers supporting mission‑critical UPS, battery, power distribution, and related electrical infrastructure.
Identify and launch new service offerings that align with customer needs and market opportunities.
Collaborate closely with Sales, Finance, and Operations leadership to drive company performance and customer success.
Establish scalable service processes and organizational structures to support continued growth.
Service Operations Management Lead and develop a nationwide field service organization consisting of approximately 30+ Field Service Engineers and supporting management personnel.
Oversee daily service operations, resource allocation, scheduling, technical escalations, and emergency response activities.
Ensure compliance with customer SLAs, contractual obligations, and company service standards.
Drive operational excellence through standardized procedures, documentation, and continuous improvement initiatives.
Technical Leadership Serve as the senior escalation point for complex technical issues involving UPS systems, battery technologies, switchgear, power distribution equipment, and associated critical infrastructure.
Support technician training, certifications, technical development, and succession planning.
Ensure field personnel maintain required OEM certifications and technical competencies.
Customer & Business Development Build and maintain executive‑level relationships with key customers across data center, healthcare, industrial, and commercial markets.
Partner with the sales team to support service contract growth, preventive maintenance programs, modernization projects, and emergency service opportunities.
Participate in customer meetings, major project reviews, and high‑profile service escalations.
Drive customer retention through superior service delivery and proactive account management.
Own service department P&L performance, including revenue growth, gross margin, labor utilization, travel expenses, inventory management, and operating costs.
Develop and manage annual operating budgets and forecasts.
Establish and monitor KPIs related to technician productivity, response times, customer satisfaction, safety performance, contract renewals, and profitability.
Deliver regular performance reporting and strategic recommendations to executive leadership.
Safety & Compliance Promote a strong culture of safety throughout the organization.
Ensure compliance with OSHA requirements, electrical safety standards, NFPA 70E, customer site requirements, and company policies.
Maintain quality standards across all service operations.
Qualifications Required Experience 10+ years of progressive experience within the critical power, electrical power systems, or mission‑critical infrastructure industry.
5+ years of leadership experience managing field service teams, service managers, or regional service organizations.
Proven experience supporting UPS systems, battery systems, power distribution equipment, switchgear, generators, or related critical infrastructure.
Strong understanding of field service operations, workforce planning, customer support, and service delivery metrics.
Demonstrated success managing departmental budgets and P&L responsibilities.
Background as a Field Service Engineer, Senior Field Service Engineer, Regional Service Manager, Service Operations Manager, or equivalent technical leadership role.
Experience supporting data center, healthcare, industrial, utility, or telecommunications customers.
Education & Skills Bachelor's degree in Engineering, Business, Electrical Technology, or a related field preferred.
Strong business acumen with advanced understanding of financial statements, budgeting, forecasting, and operational performance metrics.
Advanced proficiency with Microsoft Office Suite and service management platforms.
Ability to travel as needed to support customers, field personnel, and business operations.
Opportunity to help build and lead a rapidly growing national service organization.
Work alongside a leadership team committed to employee success and customer satisfaction.
Competitive compensation package including performance incentives.
If you are a proven service leader with a passion for mission‑critical power systems and developing high‑performing field service teams, we encourage you to apply.

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