1. Role Summary

The Service Director is responsible for leading and executing all service-related work for Ferndale Electric. This role operates as a primary project management resource for the service department, directly managing service work from initiation through completion while ensuring profitability, responsiveness, and customer satisfaction.

The Service Director does not have authority over project managers. Instead, this role functions independently and collaborates with the Director of Projects when additional project management support is required. When service workload exceeds individual capacity, the Service Director coordinates with the Director of Projects to assign project management resources.

In addition to execution, the Service Director is responsible for driving the growth of the service department through business development, customer relationship management, and expansion into new markets.

2. Core Responsibilities

Service Execution & Project Management

- Directly manage and execute service work as the primary project manager.
- Oversee scheduling, labor coordination, customer communication, and job financial performance.
- Ensure service work is completed efficiently, profitably, and in alignment with company standards.
- Maintain responsiveness to customer needs, including quick turnaround and issue resolution.

Emergency Service Response

- Serve as the primary point of contact for all after-hours emergency service calls.
- Respond to incoming emergency requests through the company's emergency phone system.
- Make direct contact with the customer to confirm urgency, validate the emergency, and confirm authorization to proceed.
- Coordinate with the Superintendent to dispatch appropriate manpower and resources.
- Ensure emergency work is executed efficiently and in alignment with company standards.
- Assume full ownership of the emergency work from initial call through completion, managing it as a standard service project.
- Maintain clear communication with the customer throughout the duration of the emergency response and follow-up.

Service Execution & Coordination

- Collaborate with the Project Coordinator to schedule service technicians using Rivet.
- Provide clear direction on priorities, manpower needs, and timing.
- Adjust schedules based on workload, customer needs, and field conditions.

Capacity Management & Internal Coordination

- Operate as a standalone project management resource for the service department.
- Monitor workload and capacity.
- Escalate to Director of Projects when capacity is exceeded.
- Collaborate on assignment of project managers when needed.
- Do not manage or direct project managers.

Business Development & Department Growth

- Serve as the primary business development leader for the service department.
- Build and maintain customer relationships.
- Pursue new customers and opportunities.
- Identify new market segments.
- Drive service revenue growth.
- Identify cross-selling opportunities between electrical and technology divisions.

Cross-Department Collaboration

- Collaborate with the Technology Department on applicable service opportunities.
- Maintain working knowledge of both divisions.
- Identify opportunities to align electrical and technology scopes.

3. Accountability

- Service revenue growth
- Profitability of service work
- Customer satisfaction and retention
- Responsiveness and turnaround time
- Responsiveness to emergency service calls and after-hours customer needs
- Business development performance
- Proper escalation when capacity is exceeded

4. Organizational Alignment

Reports to: President

Works closely with:
- Director of Projects
- Superintendent
- Project Coordinator
- Purchasing & Warehouse
- Accounting
- Technology Department

Qualifications and Skills

- Minimum 10 years of experience in electrical construction, including supervisory roles, and/or possess a related college degree.

- Strong leadership skills with the ability to manage teams effectively and foster a collaborative environment.

- In-depth knowledge of electrical systems, construction methodologies, and relevant codes such as the National Electrical Code (NEC).

- Excellent communication and interpersonal skills for engaging with clients, field staff, and leadership teams.

- Analytical and problem-solving skills for addressing challenges in real-time and ensuring project success.