Service Director

JOB DESCRIPTION & PERSON SPECIFICATION

Title: Service Director

Reporting to: Managing Director - Air Movement

Location: Colchester

The role is based at our purpose-built Head Office and manufacturing facility in Colchester, UK, where around 300 people are based with all functions from sales through design and product assembly. Colchester is the centre of excellence for Fan design and production and produces a broad product range of fans and accessories for Building Services, Industrial, Original Equipment, and Tunnel & Metro customers. The product ranges from short-lead-time standard products through to technically complex design-to-order products. Manufacturing activities on site in Colchester include Assembly, Product Test, Stamping, Machining, Fabrication, and metal forming.

Main Purpose of Role:

The Service Director will be responsible for the strategic development of the service business within our worldwide, historic install base in the ventilation market. This role focuses building organisational capability, developing high value services to the customer, modernisation of equipment, professional audit, maintenance, spare parts as well as Technical Support and After Sales service to enhance customer satisfaction and drive business growth. Key member of the Senior Leadership Team.

Key Responsibilities:

• Strategic Planning: Develop and implement strategies to manage and grow the monetisation of the historic installed base, focusing on selling high value services.
• P&L Management: Develop and manage the service department P&L, ensuring high margin results, cost-effective operations and double digit growth year on year.
• Customer Relationship Management: Build and maintain strong relationships with key customers to understand their needs and ensure high levels of customer satisfaction.
• Operational Excellence: Oversee the service operations to ensure efficient and effective delivery, ensuring the highest level of safety, quality and professionalism.
• Team Leadership: Lead and mentor a team of service professionals, fostering a culture of continuous improvement and excellence.
• Performance Monitoring: Establish and monitor key performance indicators (KPIs) to track the success of service initiatives and make data-driven decisions.
• Market Analysis: Conduct market research to identify trends and opportunities in the HVAC service market, and adjust strategies accordingly.
• Compliance: Ensure all service activities comply with industry standards, regulations, and company policies.

Qualifications:

• Experience: Minimum of 10 years of experience in the service industry, with at least 5 years in a leadership role overseeing service operations.
• Education: Bachelor's degree in Engineering, Business Administration, or a related field. MBA or advanced degree preferred.
• Skills: Strong strategic planning, leadership, and customer relationship management skills. Excellent communication and problem-solving abilities.
• Technical Knowledge: In-depth understanding of HVAC systems and components, including repair, and spare parts processes is desirable.
• Certifications: Relevant industry certifications are a plus.

Attributes:

• Leadership: Ability to inspire and lead a diverse team towards achieving common goals.
• Analytical Thinking: Strong analytical skills to assess complex situations and develop effective solutions.
• Customer Focus: A deep commitment to understanding and meeting customer needs.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment.
• Entrepreneurship: Highly commercial with a strong bias toward business development