Director of Service and Branch Operations

Director Of Service And Branch Operations

The Director of Service and Branch Operations provides strategic and operational leadership for Altorfer's service organization and heavy branch operations. This role sets the vision and operating standards to deliver safe execution, strong financial performance, consistent processes and metrics, effective leader and technician development, and an outstanding customer experience across all branch locations. The position partners closely with branch leaders and cross-functional teams to align execution with divisional objectives while supporting continuous improvement and scalable growth.

Key responsibilities include:

Safety, Quality & Compliance

Champion a safety-first culture and partner with Safety leadership to ensure compliance, continuous improvement, and risk mitigation.

Ensure consistent implementation of quality standards, processes, and controls across all service operations.

Promote adherence to company policies, regulatory requirements, and ethical standards.

Operational Leadership & Strategy

Provide strategic leadership for service and branch operations, ensuring alignment with divisional and company goals.

Translate Altorfer's service excellence vision into operational standards, metrics, and execution expectations across branches.

Drive consistent operating rhythms (monthly branch reviews, financial reviews, and action plans) focused on measurable results.

Financial Performance & Metrics

Build and manage annual operating plans and budgets (revenue, expense, and profitability) in partnership with Finance.

Monitor financial performance, identify trends and risks, and drive corrective actions as needed.

Align and monitor operational metrics, including Caterpillar benchmarks, to support data-driven decision-making.

Lead initiatives to improve service productivity and performance, including continuous improvement efforts toward divisional service FRP targets (target < 1.0).

People Leadership & Talent Development

Lead, coach, and develop branch operations and service management leaders, fostering accountability, engagement, and high performance.

Support succession planning, leadership development, and building capability across the branch network.

Reinforce Altorfer core values through leadership behaviors, communications, and decision-making.

Customer, Sales & Marketing Alignment

Partner with Product Support, Sales, and Marketing to define service sales initiatives and customer coverage strategies.

Ensure consistent customer experience standards across branches, with a focus on responsiveness, reliability, and issue resolution.

Maintain strong customer relationships and support resolution of escalated service concerns.

Process Standardization & Continuous Improvement

Standardize key processes and performance metrics across regions; develop and maintain SOPs for critical operations.

Own technical capacity planning and development (headcount, training plans, and related planning inputs).

Maintain and oversee standard job databases and job review processes to ensure accuracy, consistency, and adoption.

Establish and maintain process alignment with internal teams and Caterpillar requirements.

Capital Planning, Facilities, & Fleet (Strategic Oversight)

Partner with Facilities, Engineering, and Finance to support capital planning, governance, and ROI evaluation.

Participate in prioritization and oversight of major facility improvements, capacity expansions, and infrastructure investments.

Support vendor relationships, contractor selection, and cost discipline for major facility and engineering initiatives.

Analyze service truck and fleet costs; guide purchasing, configuration standards, lifecycle plans, and lease vs. own decisions.

Develop TT&M rates that recover and exceed fleet costs; ensure decisions are supported by data and total cost of ownership.

Qualifications & Experience

• Bachelor's degree in Business, Engineering, Operations Management, or a related field; advanced degree preferred.
• Minimum 10 years of progressive leadership experience in service operations, branch operations, or related industrial environments.
• Must be able to travel extensively (approximately 60%), including overnight travel.
• Ability to walk shop floors and branch facilities and engage in field-based operational reviews.
• Demonstrated experience leading multi-location operations with P&L responsibility.
• Strong knowledge of service operations, safety management, performance metrics, and continuous improvement methodologies.
• Proven ability to lead and develop leaders, drive change, and influence across functions.
• Strong analytical, communication, and executive presence skills.

Altorfer Inc. offers an industry leading compensation and benefit package:

• Health, Dental, Vision, Disability, and Life Insurance
• 401(k)
• Paid Holidays
• Paid Parental Leave and Funeral Leave
• Paid Time Off: Prorated 80 hours of PTO + 1 Floating Holiday
• Education Assistance
• Personal Tool Insurance, and Safety Equipment Reimbursement
• Voluntary Benefits: Supplemental Insurance, Accident, Critical and Hospital Indemnity Insurance, Legal Assistance and Identity & Fraud Protection

Payrate: Min: $ 180,000.00/ Yr. Max: $220,000.00/ Yr.

Posted Min USD $180,000.00/Yr.

Posted Max USD $220,000.00/Yr.

This position works in an office environment with extensive travel to other Altorfer facilities or customer jobsites. May on a continuous basis, sit at a desk for a long period of time; answer telephone calls and write or use a keyboard to communicate through written means. May on a continuous basis be on the shop or warehouse floor interacting with service and parts operations. Noise level in the shop environment is usually moderate, and the noise level in the office and warehouse environment is usually low. Must be flexible to work varying schedules and hours as needed. Overnight travel is required via motor vehicle or airplane. The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Why Work for Altorfer?

At Altorfer, our people make our company successful, and we would not be who we are without them. As a third generation, family-owned company created in 1957, we bring our values into how we do business. Everyone from technicians, sales representatives, administrative professionals, or somewhere in between is part of the "A-Team" and is critical to our success. Here at Altorfer, we have over 35 locations and 1300 employees with long tenure for you to learn from. We have a collaborative, family valued culture, with a great reputation in the industry. A company that offers competitive pay, excellent benefits, and a remarkable team of people to work with.