Director – Field Service Platform Enablement

Director – Field Service Platform Enablement

Job Category: Business Strategy

Requisition Number: DIREC
003734

• Full-Time

Showing 1 location

Deerfield, IL 60015, USA

Premistar is seeking a skilled Director of Field Service Platform Enablement to serve as the business owner for our XOi field service solution. This mid-level, full-time role sits within the Operations group (not IT) and is responsible for the tactical day-to-day management of the XOi platform while keeping a long-term strategic vision. The person in this role will ensure that global field service processes are well-defined, documented, and governed, that data in the system is accurate and timely per data governance standards, and that the platform is used effectively across the organization.

The Director of Field Service Platform Enablement will act as the key liaison between the business, the IT team, and the XOi software vendor – translating business needs into technical requirements, driving user adoption, and championing continuous improvement and innovation in our field service capabilities.

• Daily Platform Management:
  Oversee the day-to-day operations of the XOi solution, ensuring the platform runs smoothly and meets the business’s operational needs. Monitor usage and performance and address any issues or bottlenecks promptly.
• Process Governance:
  Define, document, and enforce global standard operating procedures for how the XOi platform is used in our field service operations. Ensure processes are standardized across regions and teams and are aligned with industry best practices.
• Data Quality & Governance:
  Ensure that all information and data entered into XOi is timely, accurate, and complies with data governance principles. Regularly audit data for quality, and work with teams to correct errors and improve data entry practices.
• Cross-Functional Collaboration:
  
  Serve as the bridge between Operations and IT. Work closely with IT and development teams to communicate business requirements, functional specifications, and enhancement requests for the XOi platform. Translate operational needs into clear technical requirements and ensure the IT roadmap for XOi aligns with business objectives.
• Vendor Liaison:
  Act as the primary liaison to the XOi software vendor. Coordinate with the vendor’s support and product teams to troubleshoot issues, plan upgrades, or new feature deployments, and ensure Premistar is leveraging the platform’s capabilities fully. Advocate for our business needs in the vendor’s product roadmap when necessary.
• User Adoption & Training:
  Drive solution adoption across all relevant teams (e.g., field technicians, service managers, etc.). Develop and deliver training programs, user guides, and best-practice documentation to help users get the most out of XOi. Champion the platform’s benefits to encourage consistent use and acceptance.
• Innovation & Continuous Improvement:
  Be a champion of innovation in field service operations. Stay updated on XOi’s new features and the broader field service technology landscape. Proactively identify opportunities to enhance field service processes through the platform – such as new functionality, integrations, or process changes – and lead pilot programs or initiatives to implement these improvements.
• Performance Monitoring:
  Develop and track key performance indicators (KPIs) to measure the platform’s impact (e.g., data accuracy, technician adoption rates, job resolution times, etc.). Regularly report on XOi solution performance and value to stakeholders and use metrics to identify areas for enhancement.
• Stakeholder Communication:
  Communicate platform changes, updates, and best practices to all levels of the organization. Gather feedback from end-users and stakeholders in different regions or departments and incorporate that feedback into platform improvements or training.
• Project Management:
  When new XOi-related projects arise (such as rolling out the platform to a new business unit or adding a major new feature), take the lead on planning and execution from the business side. Coordinate cross-functional efforts, manage timelines for the operations tasks,…