POSITION: Director of Service & Customer Operations – Construction Automation
LOCATION: New Jersey (Metropolitan Area)
DESCRIPTION
A well-established, publicly traded global technology leader specializing in construction high-scale electro-mechanical automation, advanced logistics infrastructure, and intelligent hardware solutions is seeking a strategic and highly driven Director of Service & Customer Operations.
This executive-level role will lead and expand the company's multi-territory U.S. service organization, directly managing a major profit center.
The position balances rigorous operational leadership, nationwide field engineering oversight, high-stakes commercial P&L responsibility, and executive-level client relationship management.
The successful candidate will act as a trusted advisor to key partners while driving a high-performance culture focused on contract lifecycle retention, technical uptime, and operational efficiency.
RESPONSIBILITIES
· Service Operations Leadership: Direct and scale nationwide U.S. service operations across multiple regional territories, ensuring absolute compliance with quality, corporate safety, and system performance benchmarks.
· Team Development: Recruit, mentor, and foster accountability across a geographically dispersed team of field service managers, supervisors, and specialized field engineers. Commercial & Financial Stewardship: Maintain full P&L accountability for the U.S. service profit center, overseeing budgets, cost controls, service contract cycles, pricing strategies, and renewal optimization.
· Executive Client Management: Serve as the primary senior escalation point for key corporate accounts, professionally managing contractual milestones, technical updates, and high-stakes conflict resolution.
· Operational Excellence: Drive system uptime and customer satisfaction metrics through rigorous KPI management, modernized preventative maintenance programs, and robust emergency response strategies.
QUALIFICATIONS
· Professional Experience: 10+ years of progressive operational leadership experience within technical field service management, industrial operations, or complex customer support infrastructures.
· Technical Acumen: Proven background overseeing highly complex technical environments such as industrial automation, heavy electromechanical systems, intelligent material handling, logistics systems, or industrial robotics.
· Geographic Scope: Demonstrated success directing multi-regional, distributed field engineering networks and handling high-value B2B commercial structures.
· Business Credentials: Strong financial and commercial aptitude with documented responsibility for multi-million dollar P&L lines, vendor negotiations, and service legal agreements.
· Education: Bachelor’s degree in Engineering, Operations Management, Business, or a
· related technical domain is highly preferred
Gables Search Group headquartered in Cleveland, Ohio has been a leader in search and placement nationwide since 2002. Our company specializes in both direct and contract (temporary) staffing in all industries and disciplines.
At Gables Search Group, we connect exceptional professionals with outstanding organizations. Our commitment to integrity, excellence, partnership, innovation, and respect sets us apart. With a personalized approach to recruitment, we ensure the perfect match between candidates and employers.
Whether you are a talented professional seeking new opportunities or an organization looking to build a high-performing team, Gables Search Group is here to guide you through the journey. Our success is built on the success of our clients and candidates, and we are dedicated to making a positive impact on the careers and businesses we serve.