Director, Field Service

Director, Field Service

The Director, Field Service reports to the Sr. Director, Field Service. This role leads all field service delivery within an assigned geographic region, comprising approximately five districts and 50 field service technicians. The role owns service performance, financial results, technician talent, and customer outcomes across the districts and territories within that region, and is accountable for translating divisional standards and strategy into consistent day-to-day execution in the field.

• Directly supervises District Service Managers within the assigned region and, through them, the full technician population within the region
• Recruits, interviews, hires, and onboards district leadership
• Oversees the daily workflow of assigned staff
• Provides constructive and timely performance evaluations, and maintains development and succession plans for all direct reports
• Handles discipline and termination of employees in accordance with company policy, any applicable collective bargaining agreement, and in coordination with Human Resources

Service Performance and Customer Outcomes

• Own region results against divisional service metrics, including SLA attainment, time to respond, time to complete, first-time fix rate, and repeat call rate
• Establish and sustain a standard operating cadence for district reviews, route and workload planning, backlog management, and escalation handling
• Serve as the senior escalation point for service failures within the region; partner with Sales and National Accounts on at-risk accounts and recovery plans
• Own regional execution of the quality assurance and preventative maintenance program, ensuring districts complete inspections and maintenance on schedule and to the standards and calendar owned by the Customer Projects Manager
• Ensure key account visit commitments are met across the districts, and that account-level findings and risks are surfaced through the region cadence.
• Assess route and territory design periodically and recommend adjustments to improve coverage, response time, and cost per call

Financial and Asset Management

• Deliver region financial results within plan across labor, overtime, parts, fleet, and outside labor
• Review and approve district spend within delegated authority; investigate variance and drive corrective action
• Identify and execute cost reduction and revenue recovery opportunities within the region
• Apply divisional standards to equipment placement, refurbishment, and retirement decisions; partner with Equipment Operations on refurbishment throughput and asset availability
• Participate in the annual budgeting, capital planning, and forecasting process for the assigned region

People Leadership and Talent

• Build and maintain a qualified leadership bench; maintain an active succession plan for every district within the region
• Set performance expectations, conduct performance reviews, and maintain development plans for all direct reports
• Partner with Talent Acquisition and the technical training function on technician staffing, onboarding, and certification progression
• Manage voluntary turnover and time-to-fill against divisional targets

Compliance, Safety, and Fleet

• Ensure accurate timekeeping across the region, including review and approval of recorded hours, authorization of overtime, and adherence to company pay practices, any applicable collective bargaining agreement, and applicable wage and hour requirements
• Ensure consistent application of any applicable collective bargaining agreement across the region; partner with Human Resources and Labor Relations on grievance escalation, contract interpretation, and preparation for negotiations affecting the region
• Enforce company safety policy; own region safety performance, incident investigation, and corrective action
• Own fleet compliance within the region, including vehicle maintenance, driver qualification, applicable regulatory requirements, and vehicle expense control
• Administer company policy consistently across all districts in coordination with Human Resources

Change Management and Integration

• Lead adoption of divisional systems, tools, and process standards within the region, including the mobile service application and vehicle telematics
• Execute integration activities within the region, including territory alignment, workforce transition, and process standardization
• Represent field operating realities in divisional planning and provide structured feedback on standards, staffing…