Own Customer Experience. Drive Business Results. Lead the National Service Organization. Composition Brands is seeking a strategic and commercially minded Director of Field Service to lead and transform our national field service organization. This high-impact leadership role is responsible for developing service strategy, managing field operations, overseeing partner performance, enhancing customer experience, and achieving operational excellence across our geographically dispersed service network.
We are looking for a leader who understands that field service encompasses more than just repairs and dispatches-it is a crucial driver of customer loyalty, brand reputation, and financial performance.
The ideal candidate will have a proven track record in leading complex service organizations, managing distributed teams, collaborating with independent service providers, and utilizing data to enhance customer outcomes and improve business results.
What You'll Do- Lead and optimize a high-performing national service organization by developing Regional Service Managers, managing Authorized Service Companies and service partners, and driving consistent execution, accountability, and operational excellence across all regions.
- Elevate customer experience and business performance by leveraging data-driven insights to improve service outcomes, increase customer satisfaction, enhance service profitability, and drive continuous improvement across the service network.
- Shape the Future of Service and execute long-term, multi-brand service strategies that enhance service quality, improve technician and network performance, drive innovation, and reduce cost-to-serve.
What Makes Someone Successful in This Role- Service Operations Leader: Proven ownership of service performance, with deep understanding of the relationship between customer satisfaction, retention, warranty costs, productivity, and profitability.
- Technical & People Leadership: Technically credible leader with experience guiding distributed teams, service partners, technicians, and cross-functional stakeholders in complex service environments.
Requirements
- Bachelor's degree with 10+ years of leadership experience in field service, service operations, or customer support, including oversight of remote teams and service partner networks.
- Strong technical and operational expertise supporting service-intensive products, with deep knowledge of service KPIs, analytics, performance management, and continuous improvement.
- Proven ability to lead organizational change, influence cross-functional stakeholders, and communicate effectively with executive leadership.
- Experience in home appliances, consumer durables, HVAC, electronics, automotive, medical devices, or other complex service and repair environments is highly valued and will help accelerate success in this role. Experience owning service economics-including warranty performance, service productivity, cost-to-serve, or service P&L responsibility-is especially desirable.
- This position requires approximately 30-50% travel throughout service regions, including dealer and service partner business planning meetings.
