Director of National Field Operations

Director of National Field Operations

Location: Remote with Travel
Company: TriplePoint

We're looking for a Director of National Field Operations to join our team and help us continue building what comes next.

The Opportunity

This is a senior operational leadership role for someone who understands what great field service looks like-from technician productivity and dispatch effectiveness to safety, customer experience, workforce development, and service profitability.

You'll partner closely with operating company leaders to establish consistent field operating practices, strengthen frontline leadership, improve performance, and build a scalable service operating model. The goal isn't to remove local ownership-it's to give our businesses the tools, processes, visibility, and operating disciplines they need to perform at their best.

If you've spent your career in commercial mechanical or technical field services and know how to turn operational data into meaningful improvements in the field, this is an opportunity to make an impact across a growing organization.

What You'll Do

In this role, you will:

• Provide operational leadership across field service organizations, including technician execution, workforce planning, service supervision, dispatch, and service delivery.
• Partner with operating company and field leaders to improve work order management, scheduling, documentation, labor utilization, parts coordination, and service quality.
• Establish clear expectations around technician productivity, first-time fix rates, response times, work order completion, safety, and customer satisfaction.
• Create greater consistency in field workflows, communication, technician expectations, and service management practices across the portfolio.
• Identify performance gaps, uncover root causes, and lead corrective actions and continuous improvement efforts.

• Partner with Finance and operating leaders to improve labor recovery, service margins, job-costing discipline, workforce productivity, and operational visibility.
• Establish and monitor meaningful field operations KPIs, including technician utilization and productivity, labor efficiency, callback rates, maintenance completion, work order aging, response times, safety, and customer satisfaction.
• Develop service scorecards and operating review processes that help leaders understand performance and take action.
• Use operational and financial data to identify trends, diagnose challenges, and uncover opportunities to improve service delivery and profitability.
• Partner with Sales and Account Management to strengthen maintenance agreement execution and renewals while helping field teams identify repair, replacement, and upgrade opportunities.
• Develop field service playbooks, SOPs, and best practices that can scale across multiple operating companies.
• Standardize critical service processes while preserving appropriate local accountability and customer relationships.
• Improve dispatch, scheduling, work order lifecycle management, technician utilization, service documentation, and field-to-office communication.
• Lead change initiatives involving operational improvement, technology adoption, process standardization, and organizational alignment.
• Partner with Business Operations and other functional leaders to develop scalable solutions that improve performance across the organization.
• Strengthen the capabilities of service managers, supervisors, and frontline leaders through coaching, training, performance management, and succession planning.
• Establish consistent expectations and practical tools for frontline leadership and technician performance.
• Partner with operating companies and functional leaders to advance technical training, technician development, career progression, and workforce capability.
• Support workforce planning strategies that address technician capacity, skill requirements, productivity, and future growth.
• Champion a culture centered on safety, accountability, customer service, operational discipline, and continuous improvement.

What You Bring

We're looking for someone with:

• 10+ years of progressive experience in commercial mechanical services, HVAC, plumbing, refrigeration, electrical, building systems, or a closely related technical field service environment.
• 5+ years of leadership experience overseeing field service operations, service managers, technicians, or multi-location service organizations.
• Experience driving operational performance across decentralized, geographically dispersed, or multi-site businesses.
• A track record of developing and implementing SOPs, operating standards, KPI governance, and continuous improvement initiatives across multiple teams or locations.
• Strong knowledge of dispatch and scheduling, work order lifecycle management, technician productivity and utilization, parts coordination, job costing, maintenance agreements, and customer service operations.
• Experience using operational and financial KPIs to improve labor productivity, service margins, customer performance, and field execution.
• The ability to influence, build relationships, and create alignment across operating companies and functions without relying solely on direct authority.
• Experience with field service management platforms, ERP systems, and operational reporting tools.
• Strong business and financial acumen with the ability to translate data into practical operational improvements.
• Strong leadership, communication, change management, and executive presentation skills.

What Will Set You Apart

While not required, experience with the following would be valuable:

• Experience within a multi-company, multi-branch, private-equity-backed, or decentralized service organization.
• Experience scaling or standardizing field service operations across acquired businesses or multiple operating companies.
• Lean, continuous improvement, or other operational excellence experience.
• Experience implementing or optimizing field service technology.
• Experience supporting organizational integration, service transformation, or technology implementation initiatives.

What You'll Get

At TriplePoint, we invest in benefits that support your health, financial well-being, and future. Our comprehensive benefits package includes:

• $0 employee-only premiums for medical, dental, short-term disability, and basic life insurance
• Vision insurance
• 401(k) retirement plan with company match
• Health Savings Account (HSA) with TriplePoint contributions for eligible employees
• Wellness programs and resources
• Employee Assistance Program
• Paid Time Off

Ready to Build What Comes Next?

If you're looking for an opportunity to make an impact, work alongside talented people, and help build the infrastructure powering the future, we'd like to hear from you.

Apply today and help us enable what comes next.