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Our client, an industry leader in packaging solutions, is seeking a Director of Field Service to cover their Great Lakes Region.

In this role, you will direct and coordinate customer service activities to install, service, maintain, and repair items sold, leased, or rented with service contract or warranty by performing the following duties personally or through direct reports. Ensure service calls and installation protocols are understood and enacted upon appropriately by all Field Service Technicians. The Great Lakes Region includes ND, SD, MN, WI, IL, MI, and IN.

In this position, you will travel up to 70% of the time. Your schedule needs to be flexible to accommodate internal and external customers’ schedules. Willing to work outside normal business hours as the job dictates. Provide after-hours support as needed.

Essential Duties and Responsibilities include the following:

1. Understand commercial demands and circumstances and execute appropriate strategies and tactics with dedication to meeting the requirements of all customers.
2. Actively participate in special projects as required by the V.P. of Customer Service. Manage changing priorities and a diverse range of assignments.
3. Operate within the annual expense budget and work to meet established regional revenue goals. Maintain a utilization rate of greater than 90% of Field Service Technicians in the field.
4. Responsible for the selection of qualified associates, orientation, and training of staff reporting to the position.
5. Define, establish, and enhance the roles, goals, and responsibilities of all associates within the department. Ensure that all associates are effectively trained, and skill sets match performance requirements. General and specific goals are assessed and reviewed consistently as a team and individually within the department.
6. Perform technical and developmental coaching with each Field Service Technician through regular travel in the field. Set expectations for Field Service Technicians and provide feedback. Provide timely direction and feedback to associates through the performance management process.
7. Ensure ongoing safety, compliance, and quality training of Field Service Technicians. Support quality and compliance policies and procedures and enforce these guidelines to associates.
8. Remain current on trends affecting the industry and technology.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education/Experience:

• Bachelor’s Degree in mechanical or electrical engineering, or a similar discipline
• 2 years related experience in field service management
• Strong organizational and proven leadership skills.
• High technical and mechanical aptitude.
• Excellent customer service skills.
• Must have experience managing projects with proven success.

Nice-To-Haves:

• Capital equipment experience.
• Engineering degree
• Prior experience as a Field Service Technician is highly valued.
• Knowledge of safety practices.

Note: To comply with state laws, the annual base salary range for this position has been provided as a guideline. The final salary offer will be determined based on factors such as work experience, education/training, key skills, and other considerations.
Applicants must be authorized to work for any employer in the US. Hiring company is unable to sponsor or take over sponsorship of an employment Visa at this time.

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