Director of Nationwide Service

Bigge Crane and Rigging•Houston, TX

About The Position

The Director of Nationwide Service is a senior enterprise leader responsible for field repairs, field maintenance, shop repairs, shop maintenance, shop and rebuilds, and the strategic direction, operational performance, and financial results of Bigge’s field and shop service organization across the United States. This role will set national service strategy, standardize execution, drive continuous improvement, and collaborate with cross-functional leaders to maximize uptime, safety, and profitability. Frequent travel across key markets and branch/service centers is required.

Requirements

Minimum 10+ years of progressive experience in heavy equipment service, fleet maintenance, or industrial field service leadership.
At least 5+ years in a senior service leadership role with P&L responsibility.
Demonstrated success standardizing service operations and scaling processes across multiple locations.
Deep understanding of heavy equipment repair, diagnostics, preventive maintenance, and safety-critical service environments.
Proven ability to lead geographically dispersed teams and influence cross-functional stakeholders.
Strong financial acumen related to budgeting, margins, billing cycles, and cost control.
Experience driving performance metrics, data-driven decision making, and continuous improvement.
Excellent communication skills with the ability to engage field teams, executive leadership, and key customers.
Bachelor’s degree in Business, Engineering, Operations Management, or related field preferred.
Frequent travel to branch locations, customer sites, and service hubs across the United States.

Nice To Haves

Advanced degree (MBA, MS) or relevant industry certifications a plus.

Responsibilities

Develop and lead a national service strategy that supports business growth and operational reliability.
Build and mentor high-caliber regional service leaders, field managers, and technical teams.
Define and enforce service delivery standards, KPIs, and accountability frameworks.
Drive continuous improvement initiatives that improve response times, first-time fix rates, estimating repairs, and service quality.
Champion a strong safety culture in all service activities.
Oversee field and shop operations to ensure consistent execution of scheduled maintenance, breakdown repairs, warranty work, and damage repairs.
Ensure effective workforce planning, technician training, and resource allocation to meet national service demands.
Standardize processes for estimates, approvals, parts management, diagnostics, and service documentation.
Lead cross-functional problem solving for complex technical, operational, or customer issues.
Establish and maintain strong relationships with vendors, OEM partners, and key customers to support service delivery.
Own service financial performance including revenue realization, cost containment, margin improvement, and billing accuracy.
Strengthen billing discipline and damage recovery practices to reduce disputes and accelerate cash flow.
Develop and monitor meaningful performance metrics and reporting for service operations.
Partner with Finance and Operations leadership on forecasting, budgeting, and service pricing strategies.
Lead implementation and adoption of service management systems, mobility tools, and diagnostic platforms.
Drive standardization of workflows and approval processes that scale across regions.
Identify gaps and deploy solutions that enhance productivity, operational transparency, and customer satisfaction.