Concentric, LLC is the nation’s largest independent industrial power provider, delivering forklift power, critical infrastructure, mechanical/HVAC, and dedicated material handling and automation maintenance solutions. Through a nationwide network of technicians, engineers, and support teams, Concentric understands and prioritizes the unique needs of each customer to maximize uptime, improve operational efficiency, and maintain infrastructure. We provide reliable, scalable solutions that support data centers, telecommunications providers, utilities, manufacturing, distribution, commercial facilities, and other mission-critical environments across America.
Job Summary
The Director of Operations is responsible for overseeing the day-to-day operations, driving strategic initiatives to achieve operational success, and maintaining high standards of customer service. This position may report to the Vice President, Regional Vice President, or any other individual as assigned by management. Depending on the size of a region, this position typically has 2 or more direct reports with multiple indirect reports.
Essential Job Responsibilities:
- Reliable attendance and punctuality.
- Train and coach Service Managers and Technicians on efficiency, quality workmanship and customer service.
- Build and maintain strong relationships with customers.
- Ensure branch locations provide the tools and training necessary to support our customers’ needs.
- Hire, lead, train, and manage Service Managers, including performance evaluations, decisions on merit increases and recommendations for appropriate progressive disciplinary actions.
- Develop Service Managers on steps to retain Technicians and operational staff within the branch.
- Ensure all safety and other company required training is completed.
- Work standards have clear expectations and are communicated to all direct and indirect reports.
- Ensure all branch locations maintain a clean and safe work environment.
- Assist with inventory management, as needed.
- Travel frequently to job sites or branches within assigned service area(s) to assist with projects as needed.
- Be a leader and role model of the company’s core values.
- Encourage trust, teamwork, and collaboration between cross-functional departments.
- Plan, communicate, and manage key performance indicators (KPI’s).
- Monitor progress and make necessary adjustments for improvement as needed.
- Conduct performance evaluations that are timely and provide constructive feedback.
- Other duties as assigned by supervisor.
Key Performance Indicators:
- Comply with all company policies and procedures. Included, but not limited to the following: Warranty, Safety, Environmental, OSHA, DOT, and Hazmat policies.
- Take ownership of all company assets; including, but not limited to the following: vehicles, inventory, tools, furniture, and equipment.
- Ensure all service orders, Preventative Maintenance worksheets, timecards, expense reports, and any documents required are accurate and submitted in a timely manner.
- A scorecard that may reflect team performance in areas such as Technician efficiency, Technician utilization, inventory count completion, inventory variance, control of Work in Process (WIP), profitability, service order proficiency, customer satisfaction, and resolution.
- Management observation regarding professionalism, attitude, diligence, team contributions, ability, and willingness to learn new skills.
- Other key performance measurements as determined by the direct supervisor.
