Director of Service Technology- Hayward, CA

The Director of Service Technology will lead and oversee the service operations for vending, coffee, and micro-market equipment across Canteen's locations. Reporting to the Senior Vice President (SVP), this role is responsible for driving operational efficiency, improving service response times, managing technical teams, and optimizing equipment performance to ensure world-class customer service. This position will oversee service operations across multiple businesses throughout the Northern California region, from the Bay Area to Sacramento.

Key Responsibilities:

Leadership & Strategy:

• Develop and implement a strategic vision for service operations to enhance efficiency and equipment reliability.
• Provide leadership and direction to regional service teams, fostering a high-performance culture.
• Establish and monitor key performance indicators (KPIs) for service response times, first-time fix rates, equipment uptime, and customer satisfaction.

Operational Management:

• Oversee service technician teams across multiple locations in the Northern California region, ensuring proper staffing, training, and deployment to meet service demands.
• Implement best practices in service and maintenance operations to optimize repair times and reduce equipment downtime.
• Lead efforts to standardize service procedures and documentation across all locations.

Technology & Equipment Optimization:

• Drive continuous improvement initiatives to enhance service efficiency through technology, predictive maintenance, and data analytics.
• Evaluate and implement emerging technologies, such as remote diagnostics and automation, to improve service delivery.
• Partner with equipment manufacturers and vendors to ensure the latest technology solutions are leveraged effectively.

Financial & Inventory Management:

• Develop and manage the service department budget, optimizing cost efficiency while maintaining high service standards.
• Oversee parts and inventory management to ensure availability and cost-effective procurement of necessary repair components.
• Identify cost-saving opportunities through improved supplier negotiations and process enhancements.

Customer & Stakeholder Engagement:

• Collaborate with internal teams, including operations, sales, and customer service, to align service objectives with broader business goals.
• Serve as the primary liaison for service escalations, ensuring rapid issue resolution and client satisfaction.
• Conduct regular performance reviews and provide actionable insights to senior leadership.

Preferred Qualifications:

• Bachelor's Degree in Engineering, Business Administration, Operations Management, or a related field preferred.
• 8+ years of experience in service operations, equipment maintenance, or a related technical leadership role.
• Proven experience managing multi-site service teams and implementing service technology improvements.
• Strong understanding of equipment diagnostics, repair processes, and emerging trends in service technology.
• Demonstrated ability to drive operational efficiencies, cost savings, and process improvements.
• Excellent communication, leadership, and problem-solving skills.
• Ability to develop and manage budgets, analyze financial data, and drive cost-effective solutions.
• Experience working with vendors, negotiating contracts, and managing supplier relationships.