Premistar is seeking a skilled Director of Field Service Platform Enablement to serve as the business owner for our XOi field service solution. This mid-level, full-time role sits within the Operations group (not IT) and is responsible for the tactical day-to-day management of the XOi platform while keeping a long-term strategic vision. The person in this role will ensure that global field service processes are well-defined, documented, and governed, that data in the system is accurate and timely per data governance standards, and that the platform is used effectively across the organization. The Director of Field Service Platform Enablement will act as the key liaison between the business, the IT team, and the XOi software vendor - translating business needs into technical requirements, driving user adoption, and championing continuous improvement and innovation in our field service capabilities.
Key Responsibilities:- Daily Platform Management: Oversee the day-to-day operations of the XOi solution, ensuring the platform runs smoothly and meets the business's operational needs. Monitor usage and performance and address any issues or bottlenecks promptly.
- Process Governance: Define, document, and enforce global standard operating procedures for how the XOi platform is used in our field service operations. Ensure processes are standardized across regions and teams and are aligned with industry best practices.
- Data Quality & Governance: Ensure that all information and data entered into XOi is timely, accurate, and complies with data governance principles. Regularly audit data for quality, and work with teams to correct errors and improve data entry practices.
- Cross-Functional Collaboration: Serve as the bridge between Operations and IT. Work closely with IT and development teams to communicate business requirements, functional specifications, and enhancement requests for the XOi platform. Translate operational needs into clear technical requirements and ensure the IT roadmap for XOi aligns with business objectives.
- Vendor Liaison: Act as the primary liaison to the XOi software vendor. Coordinate with the vendor's support and product teams to troubleshoot issues, plan upgrades, or new feature deployments, and ensure Premistar is leveraging the platform's capabilities fully. Advocate for our business needs in the vendor's product roadmap when necessary.
- User Adoption & Training: Drive solution adoption across all relevant teams (e.g., field technicians, service managers, etc.). Develop and deliver training programs, user guides, and best-practice documentation to help users get the most out of XOi. Champion the platform's benefits to encourage consistent use and acceptance.
- Innovation & Continuous Improvement: Be a champion of innovation in field service operations. Stay updated on XOi's new features and the broader field service technology landscape. Proactively identify opportunities to enhance field service processes through the platform - such as new functionality, integrations, or process changes - and lead pilot programs or initiatives to implement these improvements.
- Performance Monitoring: Develop and track key performance indicators (KPIs) to measure the platform's impact (e.g., data accuracy, technician adoption rates, job resolution times, etc.). Regularly report on XOi solution performance and value to stakeholders and use metrics to identify areas for enhancement.
- Stakeholder Communication: Communicate platform changes, updates, and best practices to all levels of the organization. Gather feedback from end-users and stakeholders in different regions or departments and incorporate that feedback into platform improvements or training.
- Project Management: When new XOi-related projects arise (such as rolling out the platform to a new business unit or adding a major new feature), take the lead on planning and execution from the business side. Coordinate cross-functional efforts, manage timelines for the operations tasks, and ensure successful project delivery in collaboration with IT project managers.
Required Qualifications:- Education & Experience: Bachelor's degree in Business, Operations Management, Information Systems, or a related field. Equivalent work experience will also be considered.
- Field Service Domain Knowledge:7-10+ years of experience in field service operations, service management, or a similar business area. Solid understanding of field service workflows and challenges is essential. Hands-on experience with field service software or platforms (FSM tools, mobile workforce apps, etc.) is required; direct experience with the XOi platform or similar field service technology is a strong plus.
- Technical Acumen: Comfortable working with technology teams and understanding software systems. Ability to translate business needs into technical requirements and to understand basic software functionality/capabilities. Experience participating in technology implementation or upgrade projects is beneficial.
- Process and Data Orientation: Demonstrated experience in defining or optimizing business processes. Familiarity with data governance practices and ensuring data quality in an operational system. Able to analyze workflows and data to identify inconsistencies or areas for improvement.
- Collaboration & Coordination: Proven ability to work cross-functionally, especially between business (operations) and IT teams. Experience liaising with third-party software vendors or external partners is a plus.
- Communication Skills: Excellent communication skills, both written and verbal. Able to create clear documentation (process documents, training materials, requirements specs) and convey technical information in a way that business users can understand. Comfortable leading training sessions or workshops for end-users.
- Project Management: Strong organizational and project management skills. Capable of managing multiple tasks or projects simultaneously and driving them to completion. Experience with project management methodologies (Agile/Scrum or traditional) is a plus.
- Analytical Mindset: Analytical and problem-solving skills with attention to detail. Capable of interpreting usage data or feedback to make informed decisions about platform improvements or user support.
- Adaptability and Proactiveness: Willingness to learn new technologies and adapt to change. Proactive in identifying problems or opportunities without being prompted and taking initiative to address them.
- Travel: (If applicable) Willingness to travel occasionally to field offices or job sites to observe processes and meet with users (estimate X% travel).
Preferred Qualifications (Plus Factors):- Experience specifically with XOi or similar field service platforms (e.g., ServiceMax, Zinier, ProntoForms, etc.).
- Background in an operations analyst or business analyst role focusing on technology solutions.
- Knowledge of change management principles for technology adoption (e.g., Prosci ADKAR or similar frameworks).
- Certification or coursework in project management (PMP, CAPM) or process improvement (Six Sigma, Lean) which can aid in managing improvements and complex initiatives.
- Understanding of integration tools or APIs related to connecting field service systems with other enterprise systems (e.g., ERP, CRM), to better coordinate with IT on technical integrations.
Soft Skills:- Leadership & Influence: Ability to lead by influence rather than authority. As the XOi platform owner, you must inspire and motivate others to follow best practices and embrace changes, even if they don't report to you directly.
- Problem-Solving Attitude: A positive, solution-oriented approach when facing challenges. Tenacity in troubleshooting issues and finding workarounds or improvements.
- Customer Service Mindset: Approach internal stakeholders (field technicians, managers, etc.) as customers. Be responsive to their needs and feedback and dedicated to improving their user experience with the platform.
- Detail-Oriented: Vigilance in maintaining accurate data and thorough processes. Able to spot small inconsistencies that could lead to bigger problems.
- Team Player: Collaborative working style, willing to share knowledge and work closely with diverse teams (from technical IT staff to field personnel). Builds strong relationships and fosters teamwork.
This job operates in both an office and a field environment. Must be able to sit and/or stand for extended periods of time.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Employees understand the above job description and agree to comply with and be subject to its conditions. Employee further agrees this job description does not alter his/her at-will employment status. Employees understand the Company reserves the right to delegate, remove, expand or change all responsibilities. Employees acknowledge that he/she can fulfill the above duties with or without reasonable accommodation.
