Building Automation Service Director

About the Company

The Director of Service & Automation is a senior leader responsible for the strategic oversight and success of the Service/Automation business unit to achieve planned growth, profitability, recurring revenue, and customer retention objectives. The Director of Service & Automation is accountable for the Service/Automation P&L and for delivering consistent, high-quality service execution through effective leadership of Service/Automation operations, Service/Automation sales, business development, and customer relationships. This role ensures that company systems, processes, and performance metrics are leveraged to drive operational excellence, financial performance, and customer satisfaction. Will also develop good working relationships will internal and external customers.

About the Role

Reports to: Executive Vice President

Responsibilities

Annual Plan & Execution Develop and execute the annual Service/Automation business plan, including revenue, gross margin, operating income, maintenance agreement growth, and labor utilization targets in accordance with established procedures.Establish clear strategies, KPIs, and performance dashboards to proactively monitor results and ensure timely execution of the plan through effective leadership of the Service/Automation organization.
Service Sales and Account Growth Lead and integrate Service/Automation sales activities, including maintenance agreements, demand service, and small project opportunities.Train, direct, and evaluate Service/Automation sales and operations leaders to achieve revenue, margin, and renewal objectives.Ensure effective collaboration between technicians, Service/Automation sales, and account management to drive account penetration and lifecycle selling.
Pricing and Profitability Establish and enforce Service/Automation pricing strategies aligned with market conditions, labor efficiency, and margin objectives.Review Service/Automation proposals, repairs, and maintenance agreement pricing to ensure consistency, profitability, and customer value while maintaining compliance with company policies.
Maintenance Agreement Growth and Retention Own maintenance agreement growth, renewal, escalation, and retention strategy.Establish escalation and renewal policies that balance customer retention with long-term profitability.Monitor cancellation risk proactively and ensure service delivery issues are addressed before renewal decisions are impacted.
Customer Relations Build rapport and productive working relationships with customers.Maintain ongoing relationships with key or critical accounts and take a leadership role in customer relations for those accounts.Ensure customer concerns are resolved promptly and effectively.Establish consistent service/control delivery standards and customer experience expectations.Monitor customer satisfaction, repeat service calls, and renewal metrics to drive continuous improvement.
Management Lead and structure the Service/Automation organization for efficiency, responsiveness, and scalability.Delegate and organize work according to position descriptions and procedures.Ensure colleagues accept responsibility and agree on assigned, written objectives.Audit performance consistently and follow up appropriately.Recommend and support personnel actions including hiring, promotion, compensation, and corrective action.Ensure annual performance reviews are completed for all Service personnel.
Training and Development Motivate, train, and develop Service/Automation personnel.Identify skill gaps and implement training programs to strengthen technical, leadership, and customer service capabilities across the Service/Automation organization.
Time Management Demonstrate and reinforce effective time management practices.Train, direct, and evaluate colleagues in prioritization, scheduling, and goal execution.Assign measurable goals and hold teams accountable for results.
Workforce Utilization Optimize technician staffing, skill mix, and capacity planning to meet Service/Automation demand while maximizing productivity and profitability.Ensure proper manpower loading to achieve efficiency while maintaining quality and customer satisfaction.
Safety Support team compliance with corporate safety program and policies.In conjunction with the rest of the Service Operations team confirm that proper PPE and methods are in place for field technicians to ensure safe work practice.Engage Director of Safety and Loss Control as needed.Ensure site safety is performed on a monthly basis and that all tool box talks are read weekly.
Field Productivity Ensure technicians are provided with the materials, tools, direction, and logistical support necessary to maximize output per hour.Drive consistent execution through standardized Service/Automation workflows, mobile tools, and performance dashboards.Redeem gross profit objectives through effective labor and operational management.
Systems, Tools and Continuous Improvement Lead adoption and effective use of Service/Automation management systems, reporting tools, and performance dashboards.Regularly evaluate workflows, policies, procedures, and systems to improve efficiency, customer experience, and financial results.Establish and maintain Service/Automation specific policies and procedures necessary for effective internal administration.
Financial Management Maintain full accountability for the Service/Automation P&L, including revenue, gross margin, operating expenses, billing velocity, and accounts receivable.Monitor billing to ensure optimal cash flow and timely collections.Partner with finance to ensure accurate forecasting, reporting, and financial controls.Ensure effective application of credit and collections practices within the Service/Automation organization.Assess risk, approve new accounts as required, and provide consistent reporting of potential collections issues and mitigation actions.Develop and manage the Service/Automation budget