Director of Service Operations

POSITION SUMMARY

The Service Director directs and oversees Kelvion’s Service Plants, field services activities, revenue, and profit plans, and develops policies and procedures for on-site installation, testing, maintenance, and troubleshooting of heat exchangers, and ensures all field service projects are completed within budget and deadline to meet customers' needs. In this position, the Service Director must be familiar with a variety of the HSE, field's concepts, practices, and procedures. This role must rely on extensive experience and judgment to plan and accomplish goals, lead, and direct the work of Kelvion service technicians with a wide degree of creativity and latitude.

RESPONSIBILITIES & DUTIES

• Develop, implement, and enforce industry standard safety policies and procedures. Instill a safety-first culture and focus throughout the service organization.
• Oversee, engage, and drive profitability of service sites and field service.  Work with management to establish yearly budgets for revenue, operating costs, and margin.
• Supervise overall field service functioning of the Americas field service organization.
• Coordinate with the various organizations within the Americas to leverage Kelvion’s overall field service resources and personnel to meet customer needs.
• Actively participate in the recruitment and development of field service technician teams.
• Implement and enforce field service policies and procedures and develop policies and training criteria for new service product launches.
• Identifying employee training needs and making recommendations as to employee’s performance and progress. Develop employee training and certification program.
• Develop and implement strategic initiatives to grow Kelvion service capabilities and competence.
• Manage preventive maintenance program for service equipment and vehicles.
• Develop and manage service contracts with front-end-sales.
• Establishing, monitoring, and enforcing quality standards.
• Collaborates with capital sales personnel to ensure the Kelvion service value is leveraged in the sales of capital equipment.

RESPONSIBILITIES – Safety

• To help ensure that all our employees go home safely at the end of their working day.

RESPONSIBILITIES – Quality

• To ensure Kelvion’s Standard of Excellence, which includes quality, is incorporated into every product we produce.
• Will adhere to and drive compliance for quality requirements that are inside of the Quality Management system.

RESPONSIBILITIES – Corporate / Site

• Follow all company policies and procedures, including but not limited to Global Code of Business Principles, Code of Ethics and Business Conduct, Operational Framework
• To be part of and promote Kelvion Standard of Excellence which incorporates high standard of ethical behavior, to promote a culture of honesty and integrity, and one team culture.
• All employees are expected to follow government and corporate laws, rules, regulations, policies, and procedures.

REQUIREMENTS (KNOWLEDGE, SKILLS & ABILITIES)

• In depth knowledge of industrial HSE policies and standards.
• Budget and expense management.
• Excellent verbal and written communication skills.
• Experience in scheduling and coordinating workflow and employee activities.
• Experience in off-site service principals, regulations, and functions.
• Demonstrate and practice safe handling of tool including power tools typically and commonly used for installation and maintenance tasks. 
• Demonstrate ability to read engineering.
• Manage multiple tasks and priorities and easily adapt to changing situations.
• Team Building.

EDUCATION AND EXPERIENCE (required levels)

• Bachelor’s Degree from accredited educational program preferred plus 5 to10 years Direct Supervisory Experience in Operations, Operations Excellence, and managing field service crews.
• Experience working on process equipment of all types and sizes in preferred.
• Proven ability to read, analyze, and interpret documents such as drawings, flow sheets, equipment layout, schematics, mechanical drawings, technical procedures, commercial contracts, etc.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; use hands to finger, handle, or feel; and reach with hands, arms, and shoulders.  The employee is occasionally required to walk; sit; climb or balance; stoop, kneel, crouch, or crawl; and talk and hear.  The employee must regularly hand lift and/or move objects up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Extended travel time and flying on a regular basis, 50% to 70% travel.

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