Job Title: Director, Field Service

Reports To: Sr. Director, Field Service

Location: Chicago, IL

ABOUT THE ROLE:

The Director, Field Service reports to the Sr. Director, Field Service. This role leads all field service delivery within an assigned geographic region, comprising approximately five districts and 50 field service technicians. The role owns service performance, financial results, technician talent, and customer outcomes across the districts and territories within that region, and is accountable for translating divisional standards and strategy into consistent day-to-day execution in the field.

SUPERVISORY RESPONSIBILITIES:

• Directly supervises District Service Managers within the assigned region and, through them, the full technician population within the region
• Recruits, interviews, hires, and onboards district leadership
• Oversees the daily workflow of assigned staff
• Provides constructive and timely performance evaluations, and maintains development and succession plans for all direct reports
• Handles discipline and termination of employees in accordance with company policy, any applicable collective bargaining agreement, and in coordination with Human Resources

KEY RESPONSIBILITIES:

Service Performance and Customer Outcomes

• Own region results against divisional service metrics, including SLA attainment, time to respond, time to complete, first-time fix rate, and repeat call rate
• Establish and sustain a standard operating cadence for district reviews, route and workload planning, backlog management, and escalation handling
• Serve as the senior escalation point for service failures within the region; partner with Sales and National Accounts on at-risk accounts and recovery plans
• Own regional execution of the quality assurance and preventative maintenance program, ensuring districts complete inspections and maintenance on schedule and to the standards and calendar owned by the Customer Projects Manager
• Ensure key account visit commitments are met across the districts, and that account-level findings and risks are surfaced through the region cadence.
• Assess route and territory design periodically and recommend adjustments to improve coverage, response time, and cost per call

Financial and Asset Management

• Deliver region financial results within plan across labor, overtime, parts, fleet, and outside labor
• Review and approve district spend within delegated authority; investigate variance and drive corrective action
• Identify and execute cost reduction and revenue recovery opportunities within the region
• Apply divisional standards to equipment placement, refurbishment, and retirement decisions; partner with Equipment Operations on refurbishment throughput and asset availability
• Participate in the annual budgeting, capital planning, and forecasting process for the assigned region

People Leadership and Talent

• Build and maintain a qualified leadership bench; maintain an active succession plan for every district within the region
• Set performance expectations, conduct performance reviews, and maintain development plans for all direct reports
• Partner with Talent Acquisition and the technical training function on technician staffing, onboarding, and certification progression
• Manage voluntary turnover and time-to-fill against divisional targets

Compliance, Safety, and Fleet

• Ensure accurate timekeeping across the region, including review and approval of recorded hours, authorization of overtime, and adherence to company pay practices, any applicable collective bargaining agreement, and applicable wage and hour requirements
• Ensure consistent application of any applicable collective bargaining agreement across the region; partner with Human Resources and Labor Relations on grievance escalation, contract interpretation, and preparation for negotiations affecting the region
• Enforce company safety policy; own region safety performance, incident investigation, and corrective action
• Own fleet compliance within the region, including vehicle maintenance, driver qualification, applicable regulatory requirements, and vehicle expense control
• Administer company policy consistently across all districts in coordination with Human Resources

Change Management and Integration

• Lead adoption of divisional systems, tools, and process standards within the region, including the mobile service application and vehicle telematics
• Execute integration activities within the region, including territory alignment, workforce transition, and process standardization
• Represent field operating realities in divisional planning and provide structured feedback on standards, staffing models, and service design
• All other duties as assigned

WHAT SUCCESS LOOKS LIKE:

• Accountable for the region's SLA attainment, first-time fix rate, and repeat call rate as the primary scorecards for this role
• Deliver the region operating budget within plan across labor, overtime, parts, fleet, and outside labor
• Reduce third-party (outside service) spend within the region against the divisional reduction target
• Manage technician voluntary turnover and time-to-fill within divisional targets
• Complete QA and PM on schedule across every district, including national accounts, within the allotted window

WHAT YOU'LL NEED:

• Minimum of a bachelor's degree, preferably in business management or another similar discipline; applicable experience will be considered in lieu of a degree
• Minimum of 5 years of progressive service, field, or multi-site operations management experience, including at least 3 years leading other people leaders
• Demonstrated ownership of a multi-site operating budget or cost center portfolio
• Demonstrated results improving service performance metrics within a geographically distributed workforce
• Ability to travel up to 50%, as required based on business needs, often requiring overnight stays to attend meetings, training, and other work-related events
• Advanced knowledge of Microsoft Word, Excel, and PowerPoint; experience operating within an ERP platform
• Excellent verbal and written communication skills
• Ability to work independently as well as collaboratively as part of a team
• Valid driver's license and a motor vehicle record that meets company standards
• Ability to successfully pass the pre-employment process.

NICE TO HAVE:

• Experience with SAP is highly preferred
• Experience in food and/or beverage manufacturing, foodservice equipment, or a comparable field service industry
• Experience leading a workforce through acquisition integration or significant organizational change
• Experience with field service management, dispatch, or telematics platforms
• Working familiarity with wage and hour requirements applicable to a mobile field workforce

PHYSICAL REQUIREMENTS:

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position
• Prolonged periods of sitting while working at a computer and while driving between customer, district, and warehouse locations
• Ability to safely enter and exit vehicles and to walk and stand for extended periods while visiting customer sites and service facilities
• Ability to lift up to 25 pounds with or without assistance
• Occasional exposure to active back-of-house environments, including elevated noise levels and slick surfaces; use of required personal protective equipment

PAY TRANSPARENCY STATEMENT:
Compensation can differ depending on factors including but not limited to the specific location, role, skill set, education, and level of experience. As required by local law, Royal Cup provides a reasonable range of base compensation for roles that may be hired in California, Colorado, Connecticut, Maryland, Massachusetts, Minnesota, Nevada, Ohio, Illinois, or Washington as set forth below.

Role Location: Chicago, IL
Compensation Range: $100,000 - $125,000

BENEFITS:

Royal Cup Coffee offers a competitive compensation plan and a comprehensive benefits program. On top of being a part of a well-caffeinated team, the benefits program includes healthcare, dental, vision, 401(k), company-paid life and disability insurance, Flexible Spending Account plan, select tuition reimbursement, paid parental leave, remote work opportunities, paid holidays, and vacation time. We also provide ongoing training that is designed to provide maximum success for our employees.

Royal Cup is committed to a diverse and inclusive workplace.