Senior Director, Industrial Service Operations

Job description

We believe power is a promise - a shared commitment to be there for others when it matters most. For more than 65 years, we've turned big ideas into solutions that help protect homes, strengthen businesses and build a more resilient, efficient, sustainable energy future. Ready to Power a Smarter World with us? The Senior Director of Service Operations is responsible for leading delivery and continuous improvement of aftersales service and support for stationary power generation solutions. This role provides strategic oversight of field service, parts operations, dealer enablement, and technical support to ensure high-performance service for industrial power generation dealers and customers. This leader defines the long-term service strategy, aligning operations with the evolving needs of industrial power generation customers while driving scalable, compliant, and efficient service models. The position works closely with executive leadership across Product, Engineering, Sales, Supply Chain, and Digital teams to influence product roadmaps, address systemic challenges, and enhance the overall customer experience from end to end. Key Responsibilities: Enterprise & Strategic Leadership • Define and own the service operations strategy for industrial power generation dealers and customers, ensuring alignment with Generac’s growth objectives and Industrial business strategy. • Serve as the executive escalation point for critical customer issues, service level agreements, and service performance in high-availability environments. • Establish governance, operating models, and performance frameworks to scale service operations sustainably as demand increases. Operational Excellence & Scale • Provide executive oversight of 24/7 service operations, supporting complex, high-volume environments and mission-critical infrastructure. • Lead large, multi-layered organizations spanning field service, technical support, parts, training, and dealer enablement. • Drive service reliability, speed-to-resolution, and quality metrics across all support channels. Field, Dealer & Partner Ecosystem • Develop and execute regional and dealer, partner, and field service strategies to ensure coverage, capability, and consistency. • Build and maintain strategic relationships with dealer channels and key direct national accounts. • Ensure dealer and partner readiness through advanced training, certification, and performance management. Product & Engineering Partnership • Partner with Product Management and Engineering to influence serviceability, reliability, and lifecycle support in product design. • Establish closed-loop feedback mechanisms to translate field data and customer insights into product and process improvements. • Champion continuous improvement initiatives that reduce downtime, improve reliability, and enhance total cost of ownership. Talent & Organizational Leadership • Build, lead, and develop a high-performing leadership team , fostering a culture of accountability, technical excellence, and customer focus. • Define organizational capabilities and succession strategies to support long-term scale. • Lead change management initiatives as service models evolve. Minimum Qualifications: Bachelor’s degree in Engineering (Electrical or Mechanical preferred), Business, or equivalent experience. 10+ years of experience in power generation service operations, technical service leadership, or mission-critical infrastructure environments. 7+ years of progressive leadership experience managing large, complex, multi-disciplinary teams. Demonstrated experience supporting power generation environments, including stringent SLA and uptime requirements. Preferred Qualifications: Strong decision-making skills Proficient in MS Excel, MS Word Proficient oral and written communication Ability to perform detail-oriented work with a high degree of accuracy Excellent verbal, written and interpersonal skills Excellent attention to detail, critical thinking and problem-solving skills Excellent time management skills, able to meet deadlines, manage time effectively “We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”