We are looking to fill a Director of Field Services position, seeking an individual who can establish and maintain customer relationships, establish customer service policies and practices, provide high-level technical and product support, and supervise and develop customer success teams.
The Role
Primary responsibilities include:
Develop and manage long-term equipment service and customer engagement programs to increase warranty attachment rates and service contract sales.
Grow and manage a profitable aftermarket service and parts department with responsibility for generating new service contracts, managing field teams, and recommending upgrades to customers.
Increase revenue generation through a variety of avenues including after-sale upgrades, warranty sales, service contract add-ons, and spare part sales.
Manage teams of field service technicians and schedule retrofit, repair, modification, upgrade, and maintenance activities for automated industrial production lines.
Supervisory Responsibilities
As a leader, the successful manager will:
Recruit, interview, hire and train departmental staff.
Oversee the daily workflow of the department.
Provide constructive and timely performance evaluations.
Handle discipline and termination of employees in accordance with company policy.
Required Skills/Abilities
Excellent verbal and written communication skills
Excellent interpersonal and customer service skills
Excellent organizational skills and attention to detail
Strong analytical and problem-solving skills
Strong supervisory and leadership skills
Proficient in Microsoft Office Suite
Qualifications and Candidate Background
The ideal candidate will have:
More than five years' directly related team management experience in a technical manufacturing environment.
Bachelor's degree required, ideal candidates will have a strong technical background (engineering, etc.).
Demonstrated technical proficiency, strong planning skills, and good judgment.
Willingness to take on responsibility and provide technical direction.
Proven ability to balance competing priorities in a complex manufacturing environment.