Director of Service and Branch Operations

8AM-5PM Monday-Friday or as needed depending on travel and events. Evenings and weekends may also be required as the business demands. Expected weekly travel requirement is 60%.

The Director of Service and Branch Operations provides strategic and operational leadership for Altorfer’s service organization and heavy branch operations. This role sets the vision and operating standards to deliver safe execution, strong financial performance, consistent processes and metrics, effective leader and technician development, and an outstanding customer experience across all branch locations. The position partners closely with branch leaders and cross-functional teams to align execution with divisional objectives while supporting continuous improvement and scalable growth.

Champion a safety-first culture and partner with Safety leadership to ensure compliance, continuous improvement, and risk mitigation. 

Ensure consistent implementation of quality standards, processes, and controls across all service operations. 

Promote adherence to company policies, regulatory requirements, and ethical standards. 

Provide strategic leadership for service and branch operations, ensuring alignment with divisional and company goals. 

Translate Altorfer’s service excellence vision into operational standards, metrics, and execution expectations across branches. 

Drive consistent operating rhythms (monthly branch reviews, financial reviews, and action plans) focused on measurable results. 

Build and manage annual operating plans and budgets (revenue, expense, and profitability) in partnership with Finance. 

Monitor financial performance, identify trends and risks, and drive corrective actions as needed. 

Align and monitor operational metrics, including Caterpillar benchmarks, to support data-driven decision-making. 

Lead initiatives to improve service productivity and performance, including continuous improvement efforts toward divisional service FRP targets (target < 1.0). 

Lead, coach, and develop branch operations and service management leaders, fostering accountability, engagement, and high performance. 

Support succession planning, leadership development, and building capability across the branch network. 

Reinforce Altorfer core values through leadership behaviors, communications, and decision-making. 

Partner with Product Support, Sales, and Marketing to define service sales initiatives and customer coverage strategies. 

Ensure consistent customer experience standards across branches, with a focus on responsiveness, reliability, and issue resolution. 

Maintain strong customer relationships and support resolution of escalated service concerns. 

Standardize key processes and performance metrics across regions; develop and maintain SOPs for critical operations. 

Own technical capacity planning and development (headcount, training plans, and related planning inputs). 

Maintain and oversee standard job databases and job review processes to ensure accuracy, consistency, and adoption. 

Establish and maintain process alignment with internal teams and Caterpillar requirements. 

Partner with Facilities, Engineering, and Finance to support capital planning, governance, and ROI evaluation. 

Participate in prioritization and oversight of major facility improvements, capacity expansions, and infrastructure investments. 

Support vendor relationships, contractor selection, and cost discipline for major facility and engineering initiatives. 

Analyze service truck and fleet costs; guide purchasing, configuration standards, lifecycle plans, and lease vs. own decisions.

Develop TT&M rates that recover and exceed fleet costs; ensure decisions are supported by data and total cost of ownership.

 

 

• Bachelor’s degree in Business, Engineering, Operations Management, or a related field; advanced degree preferred. 
• Minimum 10 years of progressive leadership experience in service operations, branch operations, or related industrial environments. 
• Must be able to travel extensively (approximately 60%), including overnight travel.
• Ability to walk shop floors and branch facilities and engage in field-based operational reviews.  
• Demonstrated experience leading multi-location operations with P&L responsibility. 
• Strong knowledge of service operations, safety management, performance metrics, and continuous improvement methodologies. 
• Proven ability to lead and develop leaders, drive change, and influence across functions. 
• Strong analytical, communication, and executive presence skills. 

This position works in an office environment with extensive travel to other Altorfer facilities or customer jobsites.May on a continuous basis, sit at a desk for a long period of time; answer telephone calls and write or use a keyboard to communicate through written means. May on a continuous basis be on the shop or warehouse floor interacting with service and parts operations. Noise level in the shop environment is usually moderate, and the noise level in the office and warehouse environment is usually low. Must be flexible to work varying schedules and hours as needed. Overnight travel is required via motor vehicle or airplane. The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 

 

 

USD $180,000.00/Yr.

USD $220,000.00/Yr.