Director Field Service

Provides guidance and direction to the Field Service Technician group. Manages team efforts to install, debug and provide technical maintenance for product and component hardware and software, mainly on customer premises. Ensures accurate, timely and consistent provision of scheduled inspection, cleaning and other services including minor product repairs. Inspects and / or manages inspection of products for correct operation and resolves noted issues and / or escalates according to established procedure. Ensures all service and related support activity is performed according to contracted customer agreements and is delivered in a manner that enhances customer satisfaction.

Oversees leaders and teams across significant areas of the organization.

Ensures processes are in place to manage the full range of Field Service programs and operations.

Consolidates, rationalizes and prioritizes customer, product and related service requirements into an effective roadmap for use by Field Services and cross-functional teams.

Supports / drives development design and implementation of qualitative dashboard reports.

Provides clear reports to management reflecting overall customer service, initiative and project progress, status and outcomes.

Analyzes performance measures and trends and drives improvements in the overall customer experience.

Contributes to developing Field Service and related Service Operations strategy in collaboration with senior leadership.

Addresses and seeks resolution of significant, complex or business critical issues escalated from subordinate teams and leaders.

Required Qualifications

Bachelor's Degree or equivalent work experience required.

Typically has 10-12 years of experience in Field Service and typically 4-6 years leadership experience.

Fluent business English skills (Written and spoken).