[Hiring] Zone Service Director @Block Imaging Parts & Service LLC

Role Description

The Zone Service Director oversees field service operations within an assigned zone, leading our regional leadership and service team to achieve key performance indicators and ensure efficient, profitable operations. This role is responsible for driving Customer Service Management (CSM) compliance, managing escalations, and controlling operational costs. As a key member of the leadership team, the Zone Service Director drives operational excellence and customer satisfaction to support the overall success of the organization.

This position is remote in nature but requires frequent travel onsite to medical/hospital/customer facilities located in the Philadelphia, PA market and surrounding areas. Ideal candidate will live and work in the Philadelphia Market.

Culture Fit:

• Strengthen Block Imaging’s mission of ‘People Matter’ by living our values of Integrity, Honor, and Growth.
• Make choices that foster our thriving mindsets and lead with our approach of Together, Thoughtful, and Transparent.

Essential Job Duties:

• Lead and Develop Teams: Lead, mentor, and performance-manage Customer Success Management and the Field Service team while fostering a culture of collaboration, accountability, and continuous improvement.
• KPI & Performance Management: Define, track, and drive key performance indicators to improve operational efficiency, service quality, and customer satisfaction.
• Financial & P&L Oversight: Own Profit and Loss (P&L) performance for the zone, including revenue growth, budget management, cost control, and financial analysis.
• Customer Service & Escalation Management: Ensure Customer Service Management (CSM) compliance and effectively resolve customer escalations to maintain high satisfaction levels.
• Operational Efficiency & Cost Control: Optimize operations through cost-effective strategies, process improvements, and standardized best practices without compromising service quality.
• Cross-Functional Collaboration & Reporting: Partner with Sales, Engineering, and Customer Support while providing clear performance reporting, insights, and recommendations to stakeholders.
• Driving and vehicle operation are essential functions of this role.
• Other duties as assigned.

Qualifications

• Strong analytical capabilities with proven financial acumen.
• Excellent communication and interpersonal skills, with the ability to influence at all levels.
• Demonstrated success driving performance and consistently meeting or exceeding targets.
• Proficient in leveraging data, systems, and reporting tools to support decision-making.

Requirements

• Proven experience in a senior leadership role within a field service or operations environment.
• Bachelor’s degree in Business Administration, Operations Management, or a related field (Master's preferred).
• Frequent driving 30%+, Load, transport, deliver parts/equipment. Meet driver eligibility requirements. Minimum age 21, refer to company vehicle policy.

Benefits

• Health, Vision, Dental & More: Competitive insurance options, including medical, dental, and vision coverage. Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs) offered.
• Paid Time Off: Full-time team members accrue 19 days Paid Time Off (PTO) per year, with accrual starting from their first day of employment. In addition, team members receive two “People Matter” days annually for volunteering in your community.
• Annual Bonus Opportunities: Potential bonus opportunities based on meeting company profitability goals.
• 401(k) Investment Plan & Budgeting: A retirement investment plan offering a variety of deferral options, a generous discretionary company matching contribution up to 6%, and access to financial planning tools and training.
• Team Member Perks Program: Offers exclusive discounts, special deals, and other benefits for team members.
• Tuition Assistance: After three months of service, Block Imaging will reimburse 50% of the total cost up to a maximum of $1,000 per calendar year, increasing to $2,500 after two years.
• Employee Referral Bonus Program: Referral bonus for candidates who are hired and successfully complete their introductory period.
• Paid Parental Leave: Paid Parental Leave provisions following a qualified FMLA approved leave.