VP, Service Operations Door Systems

Door Systems ASSA ABLOY has a great opportunity for a Vice President, Service Operations for its US/Mexico operation.

Position Summary

The Vice President of Service Operations is responsible for leading and transforming the service organization across commercial and residential dock and door operations. This executive will drive operational excellence, service profitability, workforce productivity, customer satisfaction, and scalable growth through the development and deployment of standardized processes, performance management systems, and best practices.

The VP of Service Operations will partner closely with field leadership, sales, finance, supply chain, and branch operations to build a world-class service focused organization characterized by consistent execution, superior customer experience, technician effectiveness, and expanding contribution margins. This role will champion continuous improvement initiatives and establish a culture of accountability, data-driven decision making, and operational discipline across the organization.

This position reports directly to the US/Mexico business unit president.

Key Responsibilities

Operational Excellence Leadership

• Develop and execute a multi-year service operations strategy aligned with company growth and profitability objectives.
• Establish and lead an operational excellence framework across all service locations and business units.
• Drive continuous improvement using Lean, Six Sigma, and other operational methodologies.
• Implement performance management systems that improve service quality, response times, technician utilization, and customer satisfaction.
• Establish standardized operating metrics, dashboards, and business reviews to drive accountability and performance.
• Identify and eliminate operational inefficiencies that impact cost, productivity, and customer experience.

Standard Work Development & Deployment

• Design, document, and deploy organization-wide standard work processes for all service activities.
• Create scalable operating procedures covering dispatching, field service execution, preventive maintenance, emergency response, parts utilization, fleet management, and customer communication.
• Ensure consistent adoption and auditing of standard work across all branches and regions.
• Develop training programs and operational playbooks to institutionalize best practices.
• Partner with branch and regional leadership to sustain compliance and continuous process improvement.
• Establish governance mechanisms to measure process adherence and operational effectiveness.

Service Financial Performance & Contribution Margin Growth

• Own service operational performance with a primary focus on Service growth and margin expansion.
• Improve labor efficiency, technician productivity, work order profitability, inventory management, and service pricing execution.
• Drive initiatives that increase billable utilization and reduce nonproductive labor.
• Partner with finance and commercial leaders to optimize service contracts, maintenance programs, and service delivery models.
• Develop strategies to improve first-time fix rates, reduce callback frequency, and maximize technician effectiveness.
• Establish margin-focused KPIs and accountability mechanisms throughout the organization.
• Lead annual operating plans, forecasting, budgeting, and productivity initiatives.

Field Service Leadership

• Lead service operations teams across commercial dock equipment, overhead doors, warehouse solutions, loading dock systems, and residential garage door service businesses.
• Improve organizational structure, workforce planning, recruiting, retention, and technician development strategies.
• Build a culture focused on safety, customer experience, execution excellence, and operational accountability.
• Drive technology adoption, including field service management platforms, scheduling tools, route optimization, and mobile technician solutions.
• Develop succession planning and leadership development programs for regional and branch service leaders.

Customer Experience & Service Growth

• Partner with sales and operations leadership to support consistent service revenue growth.
• Improve customer responsiveness, service quality, and contract retention.
• Establish customer-centric operating standards that strengthen long-term customer relationships.
• Utilize customer feedback and operational data to identify opportunities for improvement.
• Support expansion of preventative maintenance programs, recurring service agreements, and aftermarket service offerings.

Key Performance Indicators

The Vice President of Service Operations will be measured on:

• Service contribution margin expansion
• Technician productivity and utilization
• Revenue per technician
• First-time fix rate
• Call-back reduction
• Service gross profit improvement
• Preventive maintenance contract growth
• Customer satisfaction and retention
• Safety performance
• Standard work adoption and audit compliance
• Labor efficiency and overtime reduction
• Working capital and inventory productivity

Qualifications

Education:  Bachelor's degree in Business, Engineering, Operations Management, or related field required; MBA preferred.

Experience:  15+ years of progressive leadership experience in field service, industrial services, construction services, building products, specialty distribution, equipment services, or related industries.  Experience in implementing enabling service technologies, and business intelligence tools.

Skills:  Strategic service leadership, Operational Excellence, standard work development and deployment, strong financial acumen, Services margin expansion capabilities

Leadership Expectations

The Vice President of Service Operations must be a transformational leader who combines strategic thinking with operational rigor. This individual will create a culture of continuous improvement, establish organization-wide standards that drive consistency and scalability, and deliver sustainable growth in service contribution margins while enhancing customer experience and employee engagement.

Primary Mission

Build the industry's most efficient, scalable, and profitable dock and door service organization through operational excellence, disciplined standard work execution, and relentless focus on margin expansion.

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. 

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.