- Leadership and Team Development
- Lead and develop the Field Service and Warranty teams, including managers, technicians, and administration.
- Establish departmental goals, performance metrics, and accountability measures aligned with company objectives.
- Recruit, coach, and develop service talent to support business growth and customer needs.
- Foster a culture focused on customer service, accountability, and continuous improvement.
- Field Service Operations
- Direct field service activities including troubleshooting, technical support, repairs, and service training.
- Ensure consistent service processes, standards, and documentation across all service activities.
- Monitor service response times, issue resolution, and field performance metrics.
- Ensure field personnel represent the company professionally with customers and distributors.
- Warranty Administration
- Oversee warranty claims processing, analysis, and resolution.
- Monitor warranty costs and trends to identify improvement opportunities.
- Collaborate with engineering and manufacturing to resolve recurring product issues and improve reliability.
- Implement controls and processes to ensure consistent and fair warranty administration.
- Customer and Distributor Support
- Build strong relationships with distributors and key customers to support service needs and issue resolution.
- Serve as an escalation point for complex service or warranty concerns.
- Support distributor and customer training initiatives for service, maintenance, and product operation.
- Support development of digital tools and platforms that improve service communication and support.
- Strategic Improvement
- Analyze field service and warranty data to identify product, process, or training improvements.
- Partner with engineering and manufacturing teams to implement corrective actions.
- Provide leadership with regular reporting on service performance, warranty trends, and improvement initiatives.
- Financial and Resource Management
- Manage field service departmental budgets and service-related expenses.
- Ensure effective use of tools, equipment, and service resources.
- Coordinate service parts and support needs with supply chain and operations teams.
Safety and Compliance
- Promote a culture of safety within the service organization.
- Ensure field service activities comply with company policies and applicable safety regulations.
- Qualifications
- Education
Bachelor's degree in Engineering, Business, or related field preferred. Equivalent industry experience may be considered.
Experience
- 8-10 years of experience in field service, technical service, or aftermarket support.
- Minimum 5 years of leadership experience managing service or technical teams.
- Experience in heavy equipment, commercial vehicle, or refuse truck manufacturing strongly preferred.
Skills
- Strong leadership and organizational management skills
- Excellent customer relationship management abilities
- Ability to analyze service data and drive operational improvements
- Technical knowledge of hydraulic, electrical, and mechanical systems
- Strong communication and cross-functional collaboration skills
- Proficiency with business and reporting tools (MS Office, Power BI, Smartsheet)
Work Environment - Frequent travel required to customer locations, distributors, and manufacturing facilities (approximately 25%).
- Office-based role with regular interaction with engineering, manufacturing, and field teams.
This job description describes the general nature and level of work expected of a person assigned to this position. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job-related duties as requested by their supervisor.
