Director of Operations - Service & Installation

Description

Job Title: Director of Operations – Service & Installation 

Reports To: VP of Supply Chain 

FLSA Status: Exempt 

Position Summary 

The Director of Operations – Service & Installation is responsible for building, scaling, and leading a high-growth service business focused on equipment installation, maintenance, leasing, and other value-added service solutions within the foodservice industry. This role serves as the business leader for the service division, with responsibility for revenue growth, profitability, operational performance, organizational development, and customer satisfaction across all service lines. 

The Director will develop recurring revenue streams, establish scalable operating systems, build high-performing teams, and drive continuous improvement initiatives that support long-term growth. This position requires a strategic and results-driven leader with an entrepreneurial mindset, strong financial acumen, and a proven ability to build and monetize service operations while delivering exceptional customer experiences. 

Essential Responsibilities 

1. Build, Scale & Grow the Service Business: Develop and execute strategies to launch, expand, and monetize service offerings, including installation, preventive maintenance, leasing programs, warranty services, and other recurring revenue streams. Identify new market opportunities and service offerings that drive profitable growth and increase market share across the company’s geographic footprint. 
2. Own Revenue & P&L Performance: Take full accountability for revenue generation, margin expansion, cost control, pricing effectiveness, and overall financial performance of the service business. 
3. Manage Lease Asset Tracking & Compliance: Own the systems and controls used to track leased equipment throughout its lifecycle, including asset records, location and assignment tracking, utilization monitoring, required maintenance documentation, replacement planning, and compliance with lease terms, internal controls, and reporting requirements. 
4. Drive Operational Excellence & Standardization: Develop and implement scalable operating standards, systems, service technology platforms, reporting tools, KPIs, and performance metrics that improve visibility, consistency, technician productivity, service quality, and overall operational efficiency. 
5. Optimize Pricing & Service Models: Establish pricing strategies, service tiers, maintenance programs, lease structures, and contract offerings that maximize revenue while remaining competitive in the foodservice equipment market. 
6. Lead Service Operations & Resource Planning: Oversee all service delivery functions, including installation, maintenance, warranty service, leasing support, and future service offerings. Forecast labor demand, technician capacity, fleet requirements, inventory needs, and operational resources to support growth while maintaining service levels and profitability. 
7. Build Organizational Capability: Recruit, develop, and lead high-performing teams while establishing the organizational structure, staffing plans, career paths, training programs, performance expectations, and leadership succession plans necessary to support long-term growth. 
8. Strengthen Cross-Functional Partnerships: Partner closely with Sales, Supply Chain, Finance, and Operations teams to develop bundled solutions, increase equipment sales attachment rates, improve customer retention, and maximize overall customer value. 
9. Manage Vendor & Partner Relationships: Negotiate and manage third-party service providers, contractors, manufacturers, and suppliers to ensure high-quality, cost-effective service delivery while supporting operational scalability. 
10. Elevate Customer Experience: Deliver exceptional service that strengthens customer retention, increases customer lifetime value, supports contract renewals, and reinforces the company's position as a trusted partner in foodservice operations. 

Requirements

Skills and Abilities 

• Strong entrepreneurial mindset with experience building and scaling revenue-generating service operations 
• Advanced financial and business acumen, including budgeting, forecasting, pricing strategy, margin management, and P&L leadership 
• Ability to develop and execute growth strategies that drive recurring revenue, customer retention, and market expansion 
• Strong leadership capability with experience developing leaders, building teams, and creating organizational structures that support long-term growth 
• Ability to lead organizational change, operational integration, and business transformation initiatives across multiple functions 
• Strong operational management skills with the ability to develop scalable processes, performance metrics, and accountability systems 
• Strategic thinker with the ability to balance long-term business objectives with day-to-day operational demands 
• Strong analytical and problem-solving skills with a focus on continuous improvement and ROI 
• Excellent communication, negotiation, and stakeholder management skills with the ability to influence across all levels of the organization 
• Ability to thrive in a fast-paced, growth-oriented environment while effectively managing multiple priorities and initiatives 
• Strong customer-focused mindset with a commitment to service excellence and long-term customer retention 
• Proficiency in leveraging technology, reporting tools, and data analytics to drive decision-making and operational performance 
• Knowledge of foodservice equipment, commercial refrigeration, restaurant operations, installation services, or distribution environments preferred 

Work Environments 

This position will operate in a dynamic environment that combines office, field, and operational responsibilities. This position is primarily office-based and requires frequent collaboration across departments, customers, technicians, and support teams. Exposure to active service, warehouse, and installation environments may occur as needed. Frequent interruptions and moderate noise levels typical of office and operational settings should be expected. 

Physical Demands 

• Pass a pre-employment physical exam and drug screening. 
• Sit for extended periods, view a computer monitor, and use hands for office equipment. 
• Must be able to lift up to 25 pounds at times. 
• Ability to visit job sites, inspect equipment, and occasionally work in warehouse and in field. 

Position Type & Expected Hours of Work 

This is a full-time position. Standard hours are Monday through Friday, 8:30 AM to 5:30 PM, with flexibility required to support operational demands, leadership responsibilities, and business growth initiatives. 

Travel 

This position requires occasional travel across the company’s geographic footprint to support operational oversight, business development efforts, integration initiatives, and customer engagement. Travel is primarily regional and intermittent. 

Education & Experience 

• 7+ years of progressive leadership experience in operations, service delivery, logistics, or distribution environments 
• Proven track record of building, scaling, and monetizing service-based business lines 
• Strong experience with P&L ownership, revenue growth, and margin optimization 
• Experience managing multi-functional teams and other leaders (manager-level or above) 
• Demonstrated success leading integration, transformation, or high-growth initiatives 
• Bachelor’s degree in Business, Operations, Supply Chain preferred, or related field (or equivalent experience) 
• Experience in field service, equipment service, or route-based operations strongly preferred 
• Background in foodservice distribution, restaurant supply, or commercial equipment industry preferred 

Ace Mart Restaurant Supply is an equal opportunity employer.