Director of Service Operations

Director of Service Operations

Reports to: VP Operations

Department: Operations

Location: Fort Collins, CO

Travel: Approximately 15% to 25%

General Description

In-Situ® Inc. is a growing manufacturer of innovative environmental and process monitoring equipment. Together with Mace, ChemScan and Partech, all of whom were acquired in the recent years, In-Situ has a full offering of multiparameter water quality sondes, water level and flow instruments along with automatic chemical analysis systems for water and wastewater monitoring and control. As a member of In-Situ’s management team, the Director of Global Service will lead a team of talented local and field service professionals across our environmental and process businesses.

In addition to providing an attractive offering to our customers, we care deeply about our people and place a high value on engagement in our community, environmental projects, employee wellness and creating an open and fun work environment. Every member of our organization has an opportunity to succeed and make a significant impact in our organization.

Primary Responsibilities

This position is responsible for creating a sustainable competitive advantage through providing direction, leadership, and operational improvements for our worldwide service and support organizations along with our Fort Collins Rental Facility. As a critical leadership position, this role consistently needs to achieve high levels of customer satisfaction and loyalty through operational excellence and work closely with sales and product management to grow aftermarket revenue and profitability.

Responsibilities

• Global leader who directs in-house and partner-led service and repair as well as on-site technical field services for all In-Situ products.
• Develops service level standards focused on reducing response times and providing high customer satisfaction.
• Establishes policies and procedures that produce high quality customer service delivery and that reflect industry best practices.
• Develops standard work and common KPIs across all global service centers and field service units to understand and execute a consistent level of quality in each.
• Partners with Sales to grow our after-market revenue and profitability of service & repairs, maintenance, consumables, and on-site professional services.
• Partners with Product Managers and Sales on In-Situ Care Point of Sale and Enterprise service offerings to advise optimizing customer acceptance and profitability.
• Leads the identification and implementation of technologies and processes to enhance customer satisfaction while driving internal efficiency.
• Ensures organization and processes are in place to deliver optimal service profitability. Lead cross-functional efforts to successfully countermeasure threats to quality and profitability.
• Ensures all customer issues are satisfactorily resolved, utilizing engineering, manufacturing, and other teams as needed.
• Leads the collection and analysis of support and repair data to ensure the customer cases and service failure data is available to improve product quality and customer experience.
• Develops budgets/policies/procedures to support the functional infrastructure.
• Makes staffing and hiring decisions within the Global Service organization in addition to the Rental Operations team located in Fort Collins. Responsible for employee development, including recruiting, hiring, training, motivating, and retaining personnel.

Minimum Qualification Requirements

Minimum of 5 years’ experience directly managing an instrumentation service and repair team.

• Proven track record of developing consistently strong performing global service and repair teams.
• Experience working at the highest level of an organization, including working directly with departmental VPs.
• Demonstrated ability to think critically and communicate clearly and concisely with a broad array of both internal and external customers.
• Possesses maturity, sound business judgment, and the ability to constructively interact with key internal and external leaders to address complex issues and opportunities successfully.
• Excellent verbal and written communication skills
• Demonstrated ability to develop and implement both strategic and tactical plans.
• BA/BS degree

As the world’s water resources become increasingly valuable, In-Situ® Inc. is dedicated to innovation and expertise in the design and deployment of world-class water monitoring systems. Our talented design teams take these concepts and meld them with new technologies to create cutting-edge solutions. After product development concludes and manufacturing begins, our lean enterprise and continuous improvement systems produce products with outstanding quality, delivery, and value to customers.

In-Situ’s headquarters is located on the Front Range of the Rocky Mountains in Fort Collins, Colorado, a city that has won many national awards for its educated workforce, work/life balance and forward-thinking community.

WORKING ENVIRONMENT AND PHYSICAL CONDITIONS

• Computer system data terminal
• Normal office environment and minimum physical activity
• Manufacturing floor support
• Travel - estimated at 15% to 25%

Total Rewards:

Compensation: Compensation will be commensurate with the applicant's education, experience, knowledge, skills, and abilities, as well as alignment with market data and internal benchmarks.

• Salary Range: $120k to $135k annually plus variable compensation commensurate with experience and performance

Additional Compensation: Participation in a Company-sponsored variable compensation plan.

Benefits Available:

• Health, Dental, and Vision Insurance.
• 401(k) matching.
• Short and Long-Term Disability.
• Group Life/AD&D Insurance.
• Employee Assistance Program.
• Will and Trust Preparation Services.
• Travel Assistance Services.
• 10 paid holidays per year (set by the company).
• 20 days of Flexible Time Off (FTO) accrued evenly throughout the year.

Voluntary Benefits:

• Life, AD&D, Pet Insurance, Identity Theft Protection, Legal Services.
• Flexible Spending Account (FSA) for Dependent Care.
• Health Savings Account (HSA).
• Other supplemental options.

Additional Benefits:

• Paid Parental Leave.
• Continuing Education Reimbursement.
• Dependent Care and Wellness Reimbursements.

Application Instructions:

In-Situ Inc. builds world-class environmental monitoring instruments and world-class careers!

Please apply at https://in-situ.com/about/careers/ if the above qualifications are met.

• No phone calls about this job.
• Principals only. Recruiters, please do not contact this job poster.
• Do not contact the job poster about other services, products, or commercial interests.

Equal Opportunity Employer Statement:

All qualified applicants will receive consideration for employment regardless of age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

In-Situ is an Equal Opportunity Employer