Director of Field Service Details:

• Direct Hire position
• $125,000.00 /annually
• First Shift (Monday through Friday from 07:30am to 04:30pm)

• Build and lead the Field Service organization, including processes, procedures, staffing, training, and performance standards.
• Manage post-shipment customer service activities including warranty claims, commissioning, equipment rework, field retrofits, and emergency support.
• Establish SLAs and metrics for customer response, technician dispatch, parts delivery, service completion, and customer satisfaction.
• Oversee service cases from initial customer contact through troubleshooting, scheduling, field execution, and final closeout.
• Partner with Engineering and Quality on root-cause analysis, corrective actions, technical procedures, and continuous improvement.
• Develop and administer warranty policies, case management, reporting, budgets, and supplier warranty recovery.
• Hire, train, coach, and develop field service technicians while establishing safety, certification, and competency standards.
• Build and manage a network of qualified third-party electrical contractors and field service partners.
• Develop service offerings including commissioning/startup packages, preventative maintenance agreements, extended warranties, and emergency response contracts.
• Partner with Sales to establish service pricing, quoting, contracts, and go-to-market strategies.
• Serve as the senior escalation point for critical customer and field service issues.
• Track service performance, revenue, customer satisfaction, and opportunities for continued growth.