Director, Customer Support & Field Service

Salary Range: $125, annually

Hours: M-F - 7:30 - 4:30 "On Site"

Travel: Up to 25% at times

Must be located in Colorado as this is an in house on site position.

POSITION:

We are seeking a founding Director of Field Service - an experienced leader who will build the function from the ground up, create the processes, tools, and team necessary to serve our customers excellently, and ultimately transform field service from a cost center into a revenue-generating product line.

This is a high-impact, high-visibility role for a hands-on builder who is equally comfortable developing strategy and rolling up their sleeves to solve a live customer issue. The right candidate will have deep roots in the electrical equipment or power distribution industry, a strong grasp of switch gear and protective relay systems, and a track record of leading and scaling field service organizations.

KEY RESPONSIBILITIES:

Field Service Operations - End-to-End Process Ownership

• Design and implement a scalable intake and execution process for all post-shipment customer services - warranty claims, commissioning support, component rework, and field retrofits
• Establish SLAs for initial customer response, technician dispatch, parts delivery, and work completion; build the reporting infrastructure to track performance against those targets.
• Own the full service delivery workflow: from first customer contact through root-cause identification, parts procurement, technician scheduling, on-site execution, and formal work-order closeout.
• Partner with Eng and QC to assure the Field Service team has access to required procedures, specifications, and safety protocols required to effectively execute customer and business requirements
• Partner with Eng and QC using root-cause and corrective action documentation for continuous improvement

Warranty Management

• Define and administer the company's warranty policy, budget, and reporting processes
• Build a warranty case management system that provides full traceability from initial claim to final resolution, integrating with the company's ERP and/or CRM platforms
• Coordinate with Procurement and Suppliers on defective component returns, warranty credits, and vendor accountability for parts-related field failures

Team Leadership & Development

• Hire, onboard, and develop a field service organization to meet current demand and can scale with the business
• Define role scopes, competency frameworks, and career paths within the field service organization; build a culture of accountability, safety, and customer-first service that is scalable with the business
• Establish technician certification and training standards aligned with industry requirements, and equipment-specific commissioning and testing procedures
• Set clear performance expectations and metrics across the FS organization coaching the team to enable career growth and succession planning

Third-Party Contractor Network

• Identify, qualify, and onboard a network of preferred electrical contractors and field service firms that can serve as overflow capacity in high-demand periods or in geographies where internal coverage is thin.
• Develop contractor qualification criteria - technical competency, industry specific requirements
• Establish MSA's, rate cards, scope-of-work templates, and quality oversight protocols for all third-party engagements
• Build and manage the ongoing relationship with contractor partners and maintain an active bench of qualified providers

Field Service as a Revenue Product

• Refine, create, and deploy field service capabilities sold independently of or alongside the original switch gear: startup and commissioning packages, preventative maintenance agreements, extended warranty offerings, and emergency response contracts
• Partner with Sales to define service package scope, pricing models, and go-to-market positioning; train the sales team on how to present and sell service contracts
• Build the quoting, contracting, and invoicing infrastructure for billable service work; establish clear boundaries between warranty-covered and billable scope.
• Track and report field service revenue; develop a multi-year growth roadmap for the service business

Customer Experience & Communication

• Serve as the senior escalation point for major customer field service needs - act as a direct customer-facing leader
• Define communication standards for proactive customer updates throughout open service cases
• Establish a formal handoff process between cross functional stakeholders PM, Eng, QC, and Field Service ensuring clean ownership transfer and no gaps in customer support.
• Develop a customer satisfaction measurement program (CSAT / NPS) specific to field service interactions; use feedback to drive continuous improvement

QUALIFICATIONS:

• Bachelor's degree in Electrical Engineering, Electrical Technology, or a related technical field; equivalent combination of education and directly relevant experience considered
• 8+ years of field service experience with medium-voltage or low-voltage switch gear, power…