Director of Service and Reliability

Position Title: Director of Service and Reliability Reports to: EVP of Operations FLSA status: Exempt Purpose of Position: Jack Tyler Engineering exists to provide clean water to communities through the equipment we sell and service and eliminate downtime for our customers’ rotating equipment and controls. Service and Repair is the backbone of Jack Tyler Engineering. Our Vision is to become the premier rotating equipment field service and in shop pump repair center in Arkansas and the surrounding states. Strategically located near the intersection of interstates I-30 and I-40, JTE’s thirty thousand square foot repair facility allows us to serve our region well. We also have two additional service centers located in Springdale, AR and Ashdown, AR. Springdale allows us to capture the booming and growing municipal, industrial, and commercial markets in Northwest AR. Ashdown, just over the river from the Texas state line, allows us to serve all of Northeast Texas which is also growing rapidly. The leader selected for this role will manage all three service locations along with three dedicated in shop service mechanics, eight field technicians, and three service writers. Branch managers and our Service and Maintenance Supervisor will support this leader’s efforts. Jack Tyler Engineering has become the market leader for submersible pump repair due to the numerous pump manufacturers we represent, the skill and expertise of our technicians, and our thirty-thousand-gallon submersible test pit with state of the art controls. We are able to test up to 300 horsepower pumps. JTE offers the following services: In Shop Pump Repair: Centrifugal and Positive Displacement. Submersible, ANSI, Split Case, VTP, Internal Gear, Vertical Multistage, End Suction, Progressive Cavity, and more. Submersible and Surface Mixers and Aerator repair. Submersible Pump Testing Field Service for Mechanical and Electrical Work: Four Crane Trucks are in our fleet for the purpose of pushing and pulling pumps Control Panel Service for Pump Stations including troubleshooting SCADA and VFDs Industrial Services such as laser alignment, soft foot, vibration, and condition monitoring. Compressed Air Service for all major manufacturers along with service of air treatment systems. Startup and commissioning of water and wastewater treatment equipment Flow Meter Calibration Level and Flow Control Valve Inspections and Repair Actuator Retrofits Complete Pump Station Retrofits and Upgrades This role is responsible for leading and executing these services with excellence all the while maintaining the highest safety standards. This entails further developing strategies to infuse Jack Tyler’s portfolio of aftermarket services into the Industrial, Municipal, Commercial, and Residential markets. The director will develop personnel and an asset base that can provide aftermarket testing, diagnosis, monitoring, troubleshooting, and preventative maintenance services throughout the life cycle of the products we sell. In addition to aftermarket support, the services team will support the JTE’s internal profit centers with installation and commissioning of new equipment. This role will collaborate with the sales team to provide the total life cycle solution for equipment lines JTE represents. The Service Director is adept at establishing and sustaining a World Class Maintenance Department in accordance with current best practices. Key Duties and Responsibilities: Lead our team of technical experts skilled in pumps, controls, and compressed air systems. Manages the profitability of the service jobs performed. Budgets, pricing and margins, target territories, operations leadership, services offering, strategic direction and annual business plans. Drive service labor and service revenue through providing excellent service to our customers. Tracks and reacts to service and maintenance related key performance indicators (KPI’s) as they relate to departmental productivity, efficiency, sales volume and margins, throughput, shop workplace organization, job plan execution, and “right the first time” job completion. Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers. Sustains the planned and scheduled service work to meet customer requirements while maximizing technician utilization and efficiency. Works intimately with all Operational Pillars to ensure company goals are achieved. Focus areas include Inventory and spending controls as it relates to services, safety compliance, providing timely and accurate quotes for services to the sales and engineering teams, and sustainment of safe world class repair shops. Oversees and drives results through leading a team that performs administrative tasks, such as managing and updating invoices, processing new orders, and tracking inventory. Has the ability to manage all tasks related to cost to repair (parts, labor, and other services) and has a strong working knowledge of inventory control best practices. Monitors department issues and client complaints to create methods to lessen recurring issues. Ability to use structured problem solving and team leadership to define root cause and loss eradication for process gaps, people issues, and customer complaints. Leading and maintaining a service department and evaluating its efficiency. Utilizes modern operational excellence visual management tools to measure and continually improve performance. Auditing departmental activities and metrics to ensure the company's exacting standards, efficiency, and productivity goals are met. This role has the experience and ability to drive the Service and Reliability department to best in class service and maintenance performance (Work Management, Reliability Engineering, Materials Management, and Leadership) Maintaining strong relationships with internal customers, manufacturers, dealers, and sales representatives. Train and mentor salespeople, supervisors, technicians, and service writers on our services offering and how to sell and administrate these services. Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes. Drives a zero harm, accident-free environment in all operations Core Values: Servanthood – We seek to understand our customer’s needs, and we seek to solve their problems. Technical Expertise – We strive to be experts on the equipment we sell and service and we seek to operate with excellence. Bring Joy – We seek to create a positive and joyful experience that blesses our team members and customers. We Make Things Right – We keep our word, and we never walk away until the job is done correctly. Love Wins – Love is a verb, it requires discipline, and we seek to take care of each other and our customers. Humility – We approach every situation every situation with respect and openness, valuing the contributions of others and putting the needs of our team and customers above our own. Sense of Urgency – We react with focus and timeliness, understanding that our customers depend on us to solve problems quickly and keep their operations running. Skills and Qualifications: A bachelor’s degree in Mechanical Engineering, Civil Engineering, Electrical Engineering, or Industrial Distribution is preferred. Engineering degree is not required if candidate has extensive background in the service and repair of rotating equipment. 10+ years’ experience in related field. Previous sales and services experience with rotating equipment is required. Experience with Pumps and Compressed Air Systems is preferred. Strong knowledge of how industrial plants, municipalities, and commercial customers need service. Excellent leadership, communication, sales, strategic planning, and customer service skills. Computer literacy and good organizational skills. Strong creative thinking and critical thinking skills. The ability to work under pressure and handle stress. The ability to build a culture of ambition and excellence. I have read and understand the expectations for my position at Jack Tyler Engineering. I also understand that it is my responsibility to communicate to my manager and Human Resources if there is any reason I am unable to meet the essential requirements of my position.