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Director of Operations

Director of Operations

NEU-IONBaltimore, MD, US
30+ days ago
Job type
  • Full-time
Job description

DIRECTOR OF OPERATIONS (SERVICE AND INSTALLATION) JOB DESCRIPTION

SALARY RANGE : $120,000 - $140,000 Annually

Reports to Managing Partner

POSITION SUMMARY

Neu-Ion is seeking a strategic, hands-on Director of Operations to lead our Service and Installation divisions. This role will be responsible for ensuring operational excellence, customer satisfaction, field team performance, and cross-functional coordination across all service and installation projects. The ideal candidate is a proven leader with experience in water treatment, systems integration, or a related technical services field.

KEY RESPONSIBILITIES

Service & Installation Oversight

  • Provide oversight of daily operations of service, installation, regeneration, and field support teams
  • Ensure projects are installed on time, on budget, and meet specifications
  • Oversee preventive maintenance schedules, emergency service response, and customer support programs
  • Support coordination of resource allocation and scheduling across Installation, Service, and Regeneration teams
  • Implement quality control measures and ensure compliance with water system standards

Strategic & Operational Leadership

  • Develop and implement SOPs for installations, field service, site readiness, safety, and logistics
  • Drive operational KPIs and establish performance metrics across all departments
  • Oversee quality control, compliance (water system standards), and site documentation
  • Lead continuous improvement initiatives and process optimization efforts
  • Ensure operational alignment with company goals and strategic objectives

    • Customer & Cross-Functional Coordination

  • Serve as liaison between sales, project management, engineering, and field teams
  • Interface with high-profile customers during kickoff, site visits, or escalations
  • Ensure all post-sale commitments (QBR follow-ups, site reviews, etc.) are executed effectively
  • Facilitate collaboration between Project Management and Engineering to ensure project delivery excellence
  • Resolve cross-departmental conflicts and bottlenecks quickly and effectively

    • Team Management & Development

  • Work with HR to recruit, develop training programs, and mentor field service technicians, installers, and direct reports.
  • Conduct quarterly performance reviews and develop career pathways for high performers
  • Hold one-on-one team meetings with direct reports at a minimum once per month, but typically weekly or bi-weekly
  • Build a culture of accountability, communication, continuous improvement, and swift responsiveness to operational challenges
  • Provide direct oversight and guidance to department heads and team leaders

    • Performance Management & Optimization

  • Monitor and analyze operational performance metrics and financial indicators
  • Identify areas for cost reduction and efficiency improvements
  • Oversee capacity planning and resource management
  • Manage vendor relationships and supplier coordination
  • Ensure proper equipment maintenance and operational readiness

    • Reporting & Communication

  • Provide regular operational reports and updates to Managing Partner
  • Present operational performance metrics and improvement recommendations
  • Maintain transparent communication channels across all levels of the organization
  • Lead operational meetings and cross-departmental coordination sessions

    • Required Qualifications

    Experience & Background

  • 5-10 years of leadership experience in operations, installation, or field service—ideally in water purification, construction, plumbing, HVAC, biotech, or similar industries
  • Proven success managing technical field teams and large-scale installations
  • Proven track record of managing diverse teams and complex operational workflows
  • Experience in industrial, technical, or field service operations

    • Technical Skills & Knowledge

  • Knowledge of RO / DI, pretreatment, and other high-purity water systems (preferred)
  • Strong understanding of CRM (Pipedrive), field service software, inventory logistics, and job costing
  • Proficiency in operational management software, ERP systems, and data analysis tools
  • Understanding of safety regulations and compliance requirements
  • Background in process improvement methodologies (Lean, Six Sigma, or similar) highly valued

    • Leadership & Management

  • Demonstrated ability to lead, motivate, and develop high-performing teams
  • Strong conflict resolution and decision-making skills
  • Experience managing department heads and cross-functional teams
  • Ability to drive change and implement process improvements
  • Previous experience reporting to ownership or executive leadership

    • Communication & Customer Interface

  • Excellent communication, organizational, and customer-facing skills
  • Strong presentation and reporting capabilities
  • Ability to interface professionally with high-profile customers
  • Customer service orientation and stakeholder management experience

    • Preferred Qualifications

  • Bachelor's degree in operations management, Business Administration, Engineering, or related field
  • Professional certifications in operations management or process improvement
  • OSHA 30, PMP, or relevant certifications (a plus)
  • Experience in installation, service, or regeneration operations
  • Knowledge of pharmaceutical, healthcare, data center, academic, and biotech client requirements

    • Performance Metrics (KPIs)

    The successful candidate will be measured against the following performance indicators : Subject to evolve.

  • Service response time
  • Monthly Revenue Invoiced
  • On-time project deliverables
  • Customers follow up calls
  • Customer Retention
  • Enhanced cross-departmental coordination and communication
  • Successful implementation of process improvements
  • Strong financial performance and cost management

    • What We Offer

  • Competitive compensation package
  • Opportunity to make significant impact on company operations
  • Direct reporting relationship to Managing Partner with high visibility
  • Professional development and growth opportunities
  • Collaborative and dynamic work environment

    • Why Neu-Ion?

    Neu-Ion is a family-owned leader in high purity water systems with decades of experience supporting pharmaceutical, healthcare, data centers, academic, and biotech clients. We value excellence, loyalty, and long-term customer partnerships—and we're growing. This position offers the opportunity to join a respected industry leader and play a key role in our continued expansion and operational excellence.

    This position requires a hands-on leader who thrives in a dynamic environment and is passionate about operational excellence in the water treatment industry. The ideal candidate will be someone who can see the big picture while maintaining attention to detail, ensuring our operations run smoothly and efficiently across all departments while maintaining our reputation for exceptional customer service and technical expertise.

    Ø OSHA 30, PMP, or relevant certifications (a plus).

    PHYSICAL DEMANDS

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the Director of Operations role.

  • Prolonged periods sitting at a desk and working on a computer.
  • Occasional walking, standing, bending, and reaching as necessary.
  • Ability to travel to various work sites, attend off-site meetings, or visit operational facilities as needed.
  • Must be able to lift up to 15–25 pounds occasionally (e.g., carrying documents, laptops, or small equipment).
  • Ability to maintain focus and attention to detail in a fast-paced and sometimes high-pressure environment.
  • May occasionally need to work evenings or weekends to meet critical deadlines or respond to urgent operational issues.
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