Zone Service Director

Description

The Zone Service Director oversees field service operations within an assigned zone, leading our regional leadership and service team to achieve key performance indicators and ensure efficient, profitable operations. This role is responsible for driving Customer Service Management (CSM) compliance, managing escalations, and controlling operational costs. As a key member of the leadership team, the Zone Service Director drives operational excellence and customer satisfaction to support the overall success of the organization.

This position is remote in nature but requires frequent travel onsite to medical/hospital/customer facilities located in the Philadelphia, PA market and surrounding areas. Ideal candidate will live and work in the Philadelphia Market. 

Culture Fit:

Strengthen Block Imaging’s mission of ‘People Matter’ by living our values of Integrity, Honor, and Growth. Make choices that foster our thriving mindsets and lead with our approach of Together, Thoughtful, and Transparent.

Essential Job Duties:

• Lead and Develop Teams: Lead, mentor, and performance-manage Customer Success Management and the Field Service team while fostering a culture of collaboration, accountability, and continuous improvement.
• KPI & Performance Management: Define, track, and drive key performance indicators to improve operational efficiency, service quality, and customer satisfaction.
• Financial & P&L Oversight: Own Profit and Loss (P&L) performance for the zone, including revenue growth, budget management, cost control, and financial analysis.
• Customer Service & Escalation Management: Ensure Customer Service Management (CSM) compliance and effectively resolve customer escalations to maintain high satisfaction levels.
• Operational Efficiency & Cost Control: Optimize operations through cost-effective strategies, process improvements, and standardized best practices without compromising service quality.
• Cross-Functional Collaboration & Reporting: Partner with Sales, Engineering, and Customer Support while providing clear performance reporting, insights, and recommendations to stakeholders.
• Lead and develop team members by setting clear direction, priorities, and expectations; providing regular feedback; and modeling organizational values to foster a healthy, trust-based culture of accountability and growth.
• Driving and vehicle operation are essential functions of this role.
• Other duties as assigned.

Requirements

Role Competencies:

• Strong analytical capabilities with proven financial acumen.
• Excellent communication and interpersonal skills, with the ability to influence at all levels.
• Demonstrated success driving performance and consistently meeting or exceeding targets.
• Proficient in leveraging data, systems, and reporting tools to support decision-making.

Experience and Education Requirements:

Preferred Experience

• Proven experience in a senior leadership role within a field service or operations environment.

Education (or equivalent experience)

• Bachelor’s degree in Business Administration, Operations Management, or a related field (Master's preferred).

Preferred Certifications

• N/A

Travel Requirements:

Frequent driving 30%+, Load, transport, deliver parts/equipment. Meet driver eligibility requirements. Minimum age 21, refer to company vehicle policy.

Physical and Environmental Requirements:

Team Members must be able to perform the essential functions of the position with or without reasonable accommodation. For questions, contact Human Resources.

This role may involve

• Ability to remain in a stationary position for extended periods.
• Frequent typing.
• Ability to communicate effectively, including speaking, hearing, and reading.
• Occasional movement within the office.
• Lift up to 10 pounds.
• Standard office setting with moderate noise level.
• Regular use of computers, phones.
• Work is primarily performed indoors in a climate-controlled environment. Ability to safely operate and enter/exit vehicles, drive for extended periods and work in varied environmental conditions with potential exposure to machinery, noise, and hazardous materials.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

This job description is intended to describe the general nature and level of work being performed. It is not a contract. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. leadership reserves the right to assign or reassign duties and responsibilities at any time.

The base pay range for this position is:

• $125,000 - $175,000

Base pay offered may vary depending on job-related knowledge, skills, and experience. Block Imaging offers a variety of health and wellness benefits including paid time off and holiday pay.

Why Block Imaging?

When the unexpected happens: an injury, an illness, an accident, the healthcare professionals that diagnose and treat these issues need tools they can rely on. That’s where Block Imaging comes in. If you’re looking to join a team that not only provides a positive work environment, but also creates a real-world impact, the Block Imaging team is worth your consideration.

Benefits and Perks

We bring our mission—People Matter—to life through the care and benefits we offer our team.

• Health, Vision, Dental & More: We provide competitive insurance options, including medical, dental, and vision coverage. Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs) offered as both tax-advantaged accounts designed to help individuals save and pay for qualified medical expenses
• Paid Time Off: Full-time team members accrue 19 days Paid Time Off (PTO) per year, with accrual starting from their first day of employment. In addition, team members receive two “People Matter” days annually for volunteering in your community.
• Annual Bonus Opportunities: Potential bonus opportunities based on meeting company profitability goals.
• 401(k) Investment Plan & Budgeting: A retirement investment plan offering a variety of deferral options, a generous discretionary company matching contribution up to 6%, and access to financial planning tools and training.
• Team Member Perks Program: Offers exclusive discounts, special deals, and other benefits for team members.
• Tuition Assistance: After three-months of service, Block Imaging will reimburse 50% of the total cost up to a maximum of $1,000 per calendar year, increasing to $2,500 after two years. This education may include college credit courses, continuing education unit courses, seminars and certification tests that are beneficial to both the team member and the organization.
• Employee Referral Bonus Program: We believe great people know great people! When you refer a candidate who is hired and successfully completes their introductory period, you’ll receive a generous referral bonus as a thank-you for helping us grow our talented team.
• Paid Parental Leave: Paid Parental Leave provisions following a qualified FMLA approved leave.
• Environment: Whether you work on-site or remotely, you’ll be part of a connected, supportive culture where people come first. We believe great work starts with genuine care for one another. We value relationships, learning, and growth, and we create space for meaningful connection across every team and location. At Block Imaging, we strive to make every team member feel supported, valued, and connected to something bigger than themselves.

Block Imaging Parts & Service is an Equal Opportunity Employer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.