Director – Service Operations Indianapolis, Indiana

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Job title: Director – Service Operations Indianapolis, Indiana

Company: MacAllister Machinery Company

Job description: Description

Position at MacAllister Machinery


The Director of Service Operations is responsible for all aspects of Field and/or Shop Service operations for servicing any one or combination of the following areas: Heavy Equipment, Light Equipment, On Highway Truck, Blue Bird Bus, Power Systems and Agriculture product lines. Managing the services organization to top-quartile performance levels for customer satisfaction, workforce development, profitability, market share and reputation, is the objective of the job. The position has considerable influence on employee morale, productivity, and development; direct reports include Service Managers and/or Supervisors. This position reports to the Vice President of Product Support.


  • Directs, motivates, and provides leadership for Service Operations staff in Field service and Shop service facilities (excluding rental). Ensures that service SOPs are consistent within and between each location.
  • Leads their Service area’s corporate culture. Walks the talk, exemplifies the values of customer focus, teamwork, innovation, productivity, respect for others and continuous improvement. Position accomplishes this while preserving the company’s brand and returning exceptional profit results.
  • Provides operational leadership in improving safety, efficiency, quality, profitability, and responsiveness of key service functions to best in class level.
  • Coordinates and directs Service staff and operations in such a manner that excellent cooperation, teamwork, and synergy exists across the Product Support Division at all levels and locations. Provides “seamless” service to all customers.
  • Responsible for creating customer centric operations with measurements and performance driven by maintaining exemplary levels of customer satisfaction.
  • Works effectively, cooperatively, and synergistically with Machine Sales and the Product Support Sales Manager. Position assures a synergistic partnership exists between all three parties; effectively developing, marketing, and providing packaged Product Support/ Machinery combinations.
  • Practices and implements a total quality management philosophy through service operations.
  • Manages all financial aspects of their Service Operations. Prepares annual budgets combined with the development of objectives and action plans to achieve profitability targets. Follows up to ensure action plans are completed thoroughly and on time. Submits capital expense requests, approves operating expenses, manages financial performance throughout the year, and ensures customer invoicing is timely and accurate.
  • Assures quality of work and services; consistently meets or exceeds targets.
  • Assures profitability; consistently meets or exceeds budget.
  • May be responsible for management of the field service truck fleet including the specifications and purchasing of vehicles appropriate for servicing current business needs. Ensures that Field Service vehicles are well maintained and that Technicians project a professional image of MacAllister Machinery at all times.
  • Assures equipment and facilities are maintained, improved, and managed to support excellent operational capability and performance.


  • Knowledge, skills, and abilities typically acquired through a Bachelor’s degree preferably in Engineering,Management or Finance.
  • 10+ years experience in the various phases of multi-shop service operations.
  • Broad mechanical background, exposure to Caterpillar machines preferred.
  • Ability to provide strategic direction three to five years into the future, developing a vision for the department that provides line of sight to the corporate vision. Must be able to find and define new opportunities, implement plans, and evolve unit into world class operations. Maintains current understanding of external environment and its impact to the business.
  • Consistently overcomes obstacles- finding ways around difficult situations, offering alternatives, and delivering excellent business results.
  • Demonstrates excellent verbal, listening, and written communication skills. Takes a sincere and active interest in the success, interests, and objectives in his/her team.
  • Serves as role model in the usage and inculcation of 6 Sigma/lean tools, techniques, and cultural implementation.
  • Excellent ability to hire; develops, leads, and motivates staff. Proficient in the art of delegation- provides appropriate oversight, support, and follow-up to ensure results.
  • Adept at financial management and key elements of generating profit. Has established track record of profitable performance, understands the use of financial statement, can evaluate risk vs. reward and the financial ramifications of strategic decisions.
  • Is a leader in finding solutions that benefit the entire team; always involves others in the decision making process. Brings disparate opinions together, often reaching new solutions that improve the overall outcome.
  • Follows company policies, procedures, and processes. Supports their use throughout the company.
  • Demonstrates creativity, ingenuity, and inventiveness. Has the ability to think outside current circumstances, develop new, effective solutions to problems, and recognize unique opportunities. Able to generate ideas, brainstorm, and conceive multiple solutions.

The duties and responsibilities described here are not a comprehensive list, and the scope of the job may change as necessitated by business demands.

MacAllister Machinery Co Inc. is an Equal Opportunity Employer (EEO)

Expected salary:

Location: Indianapolis, IN

Job date: Thu, 22 Sep 2022 07:53:49 GMT

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