Director of Reliability Services

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Director of Field Service

✈️
Travel: ~40–50% initially (tapering to ~30%)

This is a highly visible, enterprise-level leadership role responsible for Field Service and Reliability Operations across the Americas. The Director of Reliability Services will lead the transformation of a large, geographically dispersed service organization into a unified, high-performing, proactive service model aligned with global best practices.

The role oversees service delivery for a broad portfolio of custom capital equipment and aftermarket services, with full ownership of execution, customer experience, and financial performance. This position plays a critical role in company profitability and long-term growth, particularly within aftermarket services and reliability solutions.

• Lead Field Service and Reliability Operations across the U.S., Canada, Mexico, and Brazil.
• Oversee a multi-layered organization of Regional Service Managers and ~150 Field Service Technicians across multiple regions.
• Build a scalable, standardized service organization that delivers consistent, best-in-class customer experience across geographies.
• Develop and execute a regional service strategy aligned with company growth and global service initiatives.
• Transition the organization from a traditional break/fix service model to a proactive, branded reliability partner.
• Design and implement a multi-tiered service structure, including local support technicians and advanced controls specialists for complex issues.
• Own full P&L responsibility for a large, high-impact service business representing a significant portion of company profit.
• Track and analyze KPIs including safety, customer satisfaction, response time, utilization, revenue growth, and technical performance.
• Optimize geographic coverage, expand service penetration within the installed base, and grow aftermarket revenue.

• Engage directly with key customers to assess needs, resolve escalations, and identify growth opportunities.
• Partner closely with Sales and Commercial teams to support customers, troubleshoot issues, and drive service and consumables growth.
• Collaborate with Marketing to design and deploy lifecycle service programs (preventive maintenance, audits, upgrades, training, retrofits).

• Lead, coach, and develop a diverse leadership team across experience levels.
• Drive technician training and cross-training across the full equipment portfolio.
• Foster a visible, hands‑on leadership culture with strong field presence and accessibility.
• Assess internal capabilities and proactively address skill gaps, succession planning, and organizational growth.
• Leverage data and digital tools to improve service effectiveness and customer uptime.
• Support implementation of modern service technologies such as remote diagnostics, predictive maintenance, digital scheduling, and connected equipment solutions.

• Bachelor’s degree in Engineering or a related technical discipline required

• 10+ years of senior leadership experience managing large, multi‑region service or reliability organizations
• Proven ownership of $50M+ P&L and leadership of 50+ employees across multiple geographies
• Strong background in custom capital equipment, industrial automation, or complex machinery
• Demonstrated success transforming service organizations into proactive, customer‑centric reliability partners
• Experience implementing digital service technologies and leading business transformation initiatives

• Execution‑focused, action‑oriented leader with strong financial and operational acumen
• Comfortable operating at both strategic and hands‑on levels
• Transparent, responsive communicator who builds trust…