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Vice President of Service

Cedar Rapids, IA

Job Type

Full-time

Role and Responsibilities

The Vice President of Service is responsible for driving growth, profitability, customer retention, and operational excellence across all market spaces. This role requires strategic leadership to manage multiple service team locations effectively and ensure alignment with organizational goals. Additionally, the VP of Service will co-own the financial success or failure of the Service Department with the respective market vice presidents. The VP of Service will also have direct leadership responsibility for the Service Managers and the dispatch team, ensuring their alignment with the department's goals and objectives.


Essential Duties and Responsibilities:

  • Oversee Multi-Market Operations: Manage and coordinate service team operations across multiple locations to ensure seamless service delivery and customer satisfaction.

  • Direct Leadership: Provide direct leadership to Service Managers and the dispatch team, setting expectations, providing guidance, and evaluating performance to achieve departmental goals.

  • Financial Accountability: Partner with market vice presidents to co-own the financial performance of the Service Department, including revenue, profitability, and cost management.

  • Strategic Collaboration: Collaborate with market leaders to develop and implement strategies that enhance service quality and efficiency while meeting financial objectives. This also includes developing strategies with market leaders to expand the service footprint in existing and future markets.

  • Performance Analysis: Conduct in-depth analysis of financial and operational reports for each market, identifying trends and opportunities to improve outcomes.

  • Team Leadership: Foster a culture of accountability, teamwork, exemplary safety, and professional development among staff across all service locations, including the Service Managers, Dispatch Administrator and team, and Maintenance Sales team.

  • Customer-Centric Focus: Ensure the highest levels of customer service and satisfaction are maintained across all market spaces.

  • Resource Allocation: Optimize the deployment of resources, including personnel, equipment, and technology, to support service delivery across all locations.

  • Continuous Improvement: Regularly assess and refine policies, procedures, and processes to drive efficiency and innovation in service delivery. Build and maintain strong working relationships with customers, vendors, and external stakeholders to resolve issues and capitalize on opportunities.

  • Training and Innovation: Direct and provide ongoing training to service team members, as well as explore new technologies and opportunities for the team to support innovation and evolving needs.


Required Knowledge, Skills and Abilities

  • Strong leadership, organizational, and time management skills.

  • Proven ability to interpret and act on financial data to support business goals.

  • Excellent verbal and written communication abilities.

  • Deep understanding of mechanical systems for both project and maintenance agreements.

  • Ability to analyze customer organizations, decision-making processes, and timing of work to drive strategic initiatives.

  • Strong understanding of market dynamics and competitive landscape of the service business needed to drive growth.


Work Environment

  • Must excel in high-pressure situations and meet strict deadlines.

  • Hours will often exceed 40 per week, requiring flexibility to complete assignments effectively.

  • Reasonable accommodations will be made to enable individuals with disabilities to perform essential functions.


Education Requirements

  • Service Field Experience a plus

  • 5+ years in a leadership role, preferably in a Service Department; across multiple markets a plus

 

AAP/ EEO Statement

At Modern, we understand that every employee is different in their own way. We support and thrive off those differences. We do not discriminate in employment based on race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, retaliation, military status, or other non-merit factors. Modern is a proud equal opportunity workplace and affirmative action employer

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