National Service Operations Manager (Biotech)

DH Pace Company, Inc. aspires to hire a National Service Operations Manager in our Olathe, KS office! Leverage your Multi-Location Service Operations Management experience as National Service Operations Manager for DH Pace Company, Inc. Our niche business manages “field” service employees doing maintenance and repair or installation on a variety of door and door related equipment for both commercial and residential door applications.

As National Service Operations Manager with DH Pace, you will experience a company that offers Stability and Growth:

• Leadership position with Purpose where You will make a Difference
• The benefit of working with DH Pace Leaders who will share their knowledge for a smooth transition to our organization
• Company-wide Sales over $900M in 2022; up from $740M in 2021
• Privately owned over 95 years with 50 + locations in 24 States
• Competitive Compensation (Salary with Annual Bonus Program)
• Company provided vehicle, cell phone and laptop
• Comprehensive Benefits Package

Regardless of your current title, District Operations Manager, Regional Operations Manager, Senior Operations Manager…if you have effectively evaluated, improved and implemented best practices and utilization of a large organization's Service Manual and trained and developed Service Managers to efficiently and profitably lead their service personnel throughout an entire organization, that's what this National Service Operations Manager will do at DH Pace.

You will utilize prior experience of standardizing forms and marketing materials across multiple locations, as well as monitor and evaluate various service related reports, internal scorecards and external competition surveys to directly influence appropriate changes in all of our locations with the purpose of driving a high level of customer service and profitability.

Position Overview:

• Directly impact and shape Service Operations across the company by proactively evaluating and assessing how current operational activities are carried out by exempt and non-exempt Service personnel; train and develop through documentation and utilization of best practices from our Service Manual to ensure top performance is attained and sustained and financial performance is met or exceeded (GP% and Sales growth objectives) by location
• Will make appropriate recommendations for change; update Service Manual as necessary, monitor Service Technician scorecards for performance coaching opportunities, ensure competition surveys are properly being conducted, review various service reports to ensure local market growth objectives are met and monitor KPI performance for our National Account Facilities Group and assist with improvement initiatives as needed
• Leverage your operations / process improvement expertise in a consultative manner with Service personnel to give employees the confidence that they can trust your leadership and any changes they are expected to adopt in their daily work activities, thus becoming the “go to resource” for Service operational advice, guidance and career mentoring
• Will perform regular cycle audits and produce written summary assessments for each location's Service Managers and Division Managers that will also inform senior leadership of progress and will organize and lead bi-annual Area Service Manager meetings
• Monitor and ensure company-wide safety goals are met and/or improved
• Participate in successful preparation and implementation of new ERP system and/or other system initiatives and assist with new acquisition integration and onboarding projects as assigned
• Travel requirement is up to 75%; currently have operations in 21 states/45 offices, but growing, so must be willing to travel to additional locations as offices are added, but travel will not exceed 75% 
• This position is ideally based out of our Corporate HQ in Olathe, KS. However, we will consider candidates in other geographical locations that meet our position requirements.  

Minimum Qualifications:

• Minimum ten (10) years of management experience with a minimum of three (3) years managing Service Operations across multiple locations
• Good driving record and valid driver's license required
• Travel at a minimum is 50%, but must be willing to travel as much as 75% long-term for this position.
• Analytical ability to evaluate operational processes, procedures, financial results, survey feedback and other metrics and determine cause/effect relationships. Able to isolate key information and determine the impact of process or procedural changes.
• Possess an ability for technical applications and mechanical systems

 Preferred Qualifications:

• Bachelor's degree highly preferred
• Proficient with Windows based programs and ERP/CRM systems

Successful completion of references, employment verifications, background check, and drug screen required in advance of hire.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) Operations