Vice President – Service Operations, BAS Service

This is a fully remote position, open to applicants in United States.

📋 Description

• Enhance the operational and financial performance of enterprise services by optimizing gross margin, productivity, recurring revenue retention, customer satisfaction, and operational effectiveness across all divisions.

• Collaborate with General Managers, Sales Managers, Service Managers, and Human Resource leaders to elevate division service performance through operational excellence, workforce capability, customer retention, and consistent execution.

• Conduct regular business reviews of service operations to assess performance, identify opportunities for improvement, implement corrective actions, and ensure accountability.

• Formulate and execute action plans to enhance service profitability, technician productivity, customer experience, and operational execution.

• Track service performance against set KPIs and initiate corrective actions to meet operational and financial goals.

• Take ownership of and continuously refine Albireo Energy's Service operating model, encompassing organizational design, staffing models, workforce planning, service delivery processes, technician utilization practices, supporting systems, and performance expectations.

• Create and establish standardized service processes, workflows, procedures, and best practices for service delivery.

• Define and maintain enterprise service standards, scorecards, dashboards, and performance reporting to promote consistency and continuous improvement.

• Propel the adoption of standard operating procedures, tools, and systems to enhance consistency, scalability, and operational efficiency.

• Lead initiatives aimed at continuous improvement focused on productivity, responsiveness, quality, customer satisfaction, and profitability.

• Ensure that service operations consistently deliver a professional and high-quality customer experience across the organization.

• Collaborate with divisional leadership to enhance technician utilization, service productivity, and consistency in field execution.

• Work with the Managed Services Center to standardize national service delivery capabilities, technical support, and enterprise service processes.

• Act as the functional leader for Service Managers across Albireo Energy, establishing leadership expectations, performance standards, and accountability.

• Refine onboarding, training, coaching, and succession planning programs for Service Managers and other key service leadership roles.

• Develop career advancement pathways, technical training standards, progression models, and competency frameworks for technicians, system specialists, and service personnel.

• Collaborate with division, technical, and operational leaders to identify, cultivate, and retain future service leaders and technical talent.

• Enhance technician and service workforce capability, productivity, engagement, retention, and customer relationship skills to foster operational excellence.

• Promote a culture of safety, accountability, continuous improvement, customer focus, and professional development throughout the service organization.

• Collaborate with Human Resources to design recruiting, workforce planning, and talent development strategies that align technician capacity and capabilities with current and future service demands.

• Lead the design, standardization, deployment, and ongoing enhancement of Albireo Energy's intelligent service offerings.

• Define scalable models for service delivery, deployment, support, monitoring, analytics, and customer success in intelligent services.

• Partner with Sales, Marketing, Operations, Technical Resources, and the Managed Services Center to facilitate the successful deployment, adoption, and operational delivery of intelligent services.

• Integrate analytics, optimization, AI-enabled services, and emerging technologies into Albireo Energy's service portfolio.

• Develop technician workflows, training, and enablement strategies that embed intelligent services into daily service delivery and customer interactions.

• Establish and maintain operational processes that ensure the successful transition of project customers into long-term service relationships.

• Create and implement standardized project-to-service transition processes and accountability measures.

• Establish KPIs to evaluate project-to-service conversion effectiveness and recurring revenue growth.

• Collaborate with Sales and Solutions Operations leadership to ensure seamless customer turnover and sustained engagement.

• Standardize and promote the adoption of In-Warranty Service and other lifecycle service programs that enhance customer retention and support recurring service growth.

• Collaborate with Executive Leadership to formulate and execute Albireo Energy's long-term service strategy.

• Support acquisitions, integrations, and organizational initiatives that affect service operations.

• Encourage collaboration between service, sales, operations, engineering, finance, human resources, and technical support teams.

• Cultivate a culture of operational excellence, innovation, accountability, and customer success throughout the service organization.

• Oversee service financial performance metrics including Price, Labor Rates, Operational Expenses, and Gross Margin.

• Manage recurring revenue growth and retention.

• Ensure service agreement renewal rates are met.

• Measure project-to-service conversion effectiveness, including warranty-to-service transitions.

• Monitor customer retention and satisfaction levels.

• Track service KPI performance.

• Ensure safety KPI performance is achieved.

• Drive the adoption of standard service processes.

• Develop and retain Service Managers effectively.

• Enhance technician productivity, utilization, development, and retention.

• Support the growth and operational performance of Intelligent Service offerings.

• Oversee overall divisional service performance.

⛳️ Requirements

• A Bachelor’s degree in Engineering, Business, or a related field is required.

• At least 15 years of progressive leadership experience in managing large-scale service operations.

• Proven success in leading multi-location or geographically dispersed service organizations.

• Experience in the Building Automation, HVAC, Mechanical, Electrical, or related technical services industry is required.

• Demonstrated ability to develop and implement enterprise-wide operating standards, service processes, and performance management systems.

• Strong expertise in leading KPI-driven operational excellence initiatives utilizing Lean, Continuous Improvement, or similar methodologies.

• Proven success in developing service leaders, technicians, and technical organizations through coaching, training, succession planning, and organizational development.

• Experience in leading organizational change and digital service transformation through the implementation of new processes, technologies, operating models, and connected service solutions.

• Strong financial and business acumen, including experience in enhancing service profitability, productivity, gross margin, and operational performance.

• Exceptional leadership, communication, collaboration, and executive influencing skills, with the ability to foster alignment across geographically dispersed organizations.

• Proven ability to build cross-functional partnerships with Sales, Operations, Engineering, Finance, Human Resources, Marketing, and Executive Leadership.

🏝️ Benefits

• Medical Insurance

• Dental Insurance

• Vision Insurance

• Basic Life Insurance

• Voluntary Life Insurance

• Short Term & Long Term Disability

• Paid Vacation

• Paid Sick Time

• Paid Holidays

• 401K with Company match