DescriptionPosition Summary:
The Field Service Director is responsible for the safe, efficient and profitable delivery of all field service activities within the assigned geographic region. The role provides leadership to Senior Managers, Area Managers and Field Service Technicians while ensuring consistent service quality, customer satisfaction, technician development and operational performance.
The Field Service Director has full ownership and accountability for all operational activities, field execution, technician performance, service quality, safety performance and customer responsiveness within the assigned region.
The role is responsible for ensuring the region achieves its operational objectives while supporting the broader commercial, technical and strategic objectives of the North American Service organization.
The Field Service Director serves as the senior operational leader for the region and is accountable for developing a high-performing organization capable of delivering exceptional customer support, technical excellence and sustainable business growth.
Key Responsibilities:
- Operational Leadership
- Lead all field service activities within the assigned region.
- Ensure safe execution of maintenance, troubleshooting, outage and emergency response activities.
- Deliver consistent service quality across all assigned teams.
- Drive standardization of field service processes and working practices.
- Ensure compliance with company procedures and OEM requirements.
- Provide leadership during significant customer events, outages and escalations.
- Regional Ownership
- Own the operational performance of the assigned region.
- Develop and execute regional improvement plans.
- Ensure sufficient resources, leadership and technical capability exist to support customer requirements.
- Drive accountability for regional safety, quality, productivity and customer satisfaction performance.
- Act as the senior operational representative for the region.
- Support long-term regional growth and workforce development planning.
- Team Leadership
- Lead and develop Senior Managers - Field Service Operations.
- Build a high-performance culture focused on safety, accountability and customer satisfaction.
- Support succession planning and leadership development.
- Drive technician engagement and retention initiatives.
- Manage organizational change effectively.
- Resource Management
- Ensure appropriate staffing levels and technician deployment.
- Monitor technician utilization and productivity.
- Support workforce planning and recruitment activities.
- Optimize regional coverage and response capability.
- Customer Management
- Maintain relationships with key customers.
- Support escalation management for significant service events.
- Ensure customer issues are resolved professionally and promptly.
- Promote a customer-focused culture throughout the organization
- Cross-Functional Leadership
- Work closely with the Service Commercial Director, Director of Technical Services and Quality, Safety, Environmental & Health leadership to achieve overall organizational objectives.
- Ensure operational execution supports commercial commitments, contract obligations and customer expectations.
- Support the success of other departments through proactive communication, joint planning and shared accountability.
- Resolve cross-functional challenges constructively and in the best interests of customers, employees and the business.
- Promote a culture of "One Service Organization" rather than departmental ownership.
- Performance Management
- Own regional service KPIs.
- Review productivity, backlog, response times and quality metrics.
- Lead continuous improvement initiatives.
- Support achievement of revenue and margin targets.
