Director of Service

Job Title: Director of Service

Location: Birmingham, AL

Reports to: General Managers of CraneWorks and RentalWorks

FLSA Status: exempt

Schedule: 7am-5pm M-F, travel as needed

About the Company

CraneWorks/RentalWorks is a leading provider of crane, lifting, and specialized equipment solutions serving the construction, industrial, infrastructure, energy, and commercial markets. Through a commitment to safety, reliability, and exceptional customer service, we offer comprehensive crane rental, equipment rental, transportation, maintenance, and project support services across the Southeast and beyond.

Our team is built on a foundation of integrity, operational excellence, and continuous improvement. We take pride in developing talented employees, investing in modern equipment, and delivering solutions that help our customers complete projects safely, efficiently, and on schedule. At CraneWorks and RentalWorks, employees have the opportunity to contribute to a growing organization where teamwork, innovation, and professional development are valued every day.

Position Summary

The Director of Service is responsible for the overall leadership, coordination, and performance of the Service Departments across CraneWorks and RentalWorks. This position provides strategic direction and operational support to Service Managers at each location, ensuring consistent service standards, efficient resource utilization, equipment readiness, and a high level of customer service across both divisions.

The Director of Service will oversee the deployment of service resources across the organization, including technicians, equipment, tools, parts, and other service assets, based on availability, workload, location, and business needs. This position will work closely with branch leadership, Operations, Fleet, Sales, and other departments to prioritize service needs and ensure the company is maximizing the utilization and availability of its equipment and service resources.

The ideal candidate is an experienced service leader with strong knowledge of heavy equipment maintenance and repair, excellent organizational and problem-solving skills, and the ability to manage priorities across multiple locations.

Key Responsibilities

Service Department Leadership

· Provide leadership, direction, and support to Service Managers across all CraneWorks and RentalWorks locations.

· Establish consistent service department processes, standards, expectations, and performance metrics across both divisions.

· Develop and implement strategies to improve equipment availability, reliability, service efficiency, and overall fleet readiness.

· Hold Service Managers accountable for service department performance, productivity, staffing, safety, and customer service.

· Coach, develop, and support Service Managers and service department personnel.

· Identify opportunities to improve communication and coordination between branches and service departments.

Resource & Asset Deployment

· Oversee the deployment of technicians, service vehicles, tools, diagnostic equipment, and other service resources across the organization.

· Allocate resources based on workload, technician availability, equipment needs, customer requirements, location, and business priorities.

· Coordinate the movement and utilization of specialized technicians, tools, and equipment between locations in escalated or special situations.

· Identify resource shortages or excess capacity and develop solutions to balance service demands across locations.

· Ensure critical service resources are available where and when they are needed.

· Establish priorities for major repairs, preventative maintenance, emergency service needs, and fleet readiness.

Fleet Maintenance & Equipment Readiness

· Partner with Service Managers to maintain the company's fleet in a safe, reliable, and rental-ready condition.

· Monitor fleet maintenance, repair, inspection, and preventative maintenance programs across both divisions.

· Establish standards for preventative maintenance and equipment readiness.

· Monitor equipment downtime and identify recurring maintenance or repair issues.

· Analyze repair trends and equipment performance to identify opportunities for cost reduction and improved reliability.

· Work with Operations leadership to identify equipment that may require replacement, refurbishment, or major repair.

· Evaluate and present repair-versus-replace decisions for major equipment and components to leadership.

Operational Coordination

· Work closely with Branch Managers, Operations, Sales, and other leaders to prioritize service requirements.

· Develop processes to ensure service needs are communicated effectively between branches and departments.

· Support branch operations during periods of high demand, equipment shortages, or significant service requirements.

· Coordinate service resources for major projects, customer requirements, equipment transfers, and operational initiatives.

· Assist leadership with planning for new locations, fleet expansion, acquisitions, and other growth initiatives.

Financial & Performance Management

· Monitor service department expenses, labor utilization, repair costs, parts costs, and outside vendor expenses.

· Establish and monitor service department performance metrics and KPIs.

· Identify opportunities to improve labor efficiency, technician productivity, equipment uptime, and cost control.

· Review service department budgets and assist with annual planning and forecasting.

· Monitor outside repair and vendor utilization and identify opportunities to bring work in-house when appropriate.

· Evaluate service department staffing and resource needs based on business volume and fleet size.

Safety & Compliance

· Promote a strong safety culture throughout all service departments.

· Ensure service operations follow company safety policies and applicable OSHA, DOT, environmental, and equipment-specific requirements.

· Ensure technicians and service personnel are properly trained and equipped to safely perform their work.

· Partner with the Safety Department to address service-related safety concerns, incidents, and training needs.

· Promote proper use, inspection, maintenance, and storage of tools and service equipment.

Systems, Processes & Continuous Improvement

· Standardize service processes, procedures, documentation, and best practices across CraneWorks and RentalWorks.

· Evaluate service management systems and technology to improve scheduling, communication, reporting, and productivity.

· Develop reporting tools and dashboards to monitor service performance and equipment readiness.

· Identify operational inefficiencies and implement solutions to improve service delivery.

· Stay current on industry trends, equipment technology, diagnostic tools, and maintenance practices.

· Develop and maintain relationships with key equipment manufacturers, dealers, vendors, and service providers.