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Job Title: Director of Installation and Service

Department: Manufacturing

Reports To: Cortex Division President

Exemption Classification: Salary, Exempt

Summary: The Director of Installation and Service, also known as the Director of Installation Success, is a senior leadership role entrusted with the comprehensive oversight of Cortex's installations and field service operations. Tasked with aligning operational strategies with organizational goals, this position ensures seamless collaboration across all departments, driving excellence in performance and goal attainment. This Director collaborates closely with internal teams and customers to ensure successful deployments and long-term client satisfaction.

MINIMUM REQUIREMENTS TO PERFORM DUTIES

Essential Duties and Responsibilities

Strategic Planning and Direction:

• Direct oversight of Installation, Field Service, and Customer Support operations.

• Develops and implements department strategies to ensure efficient installations and high service quality.

• Establishes and maintains KPIs for but not limited to: response time, customer satisfaction, and rework .

• Manages departmental budgets, staffing plans, and installation workbook spend reviews.

• Oversees training programs to ensure technicians and installers meet technical, Quality and safety standards.

• Collaborates with Engineering, Manufacturing and Shipping to align on delivery timelines and site readiness.

Problem-Solving and Decision-Making:

• Uses practical experience and operational insight to resolve escalations and resource bottlenecks.

• Adapts to changing field conditions with creativity and urgency.

Supervisory Responsibilities: Directly manages Installation and Field Service Managers and their teams. Provides leadership and guidance to ensure successful execution of all field activities and supports ongoing employee development.

QUALIFICATIONS

Education and/or Experience: Bachelor's degree in Business, Engineering, or related field preferred. Equivalent experience in service/installation leadership roles is preferred.

Language Skills: Strong verbal and written communication skills, especially with customers and field staff. Able to document procedures, provide clear direction, and lead effective meetings.

Mathematical Skills: Must be able to perform advanced level of mathematical reasoning.

Reasoning Ability: Able to manage complex site challenges and customer expectations with sound judgment.

Certificates/Licenses/Registrations: Maintain membership in appropriate professional organizations.

Physical Demands: Sit at workstation for prolonged periods of time and adjust visual focus. May need to go into shop environment on as needed basis. Travel may be required.

Work Environment: Traditional office, hospital, manufacturing, and warehouse atmospheres.

Travel: Some travel is expected and required.