Director of Field Service-East Region

The Director of Field Service – East Region is responsible for leading and overseeing all field service operations across the Eastern region. This role ensures exceptional customer support, rapid issue resolution, and effective coordination between field service technicians, customers, dealers, and internal Autocar Trucks resources. The Director serves as the primary escalation point for complex service issues and acts as the critical liaison between field operations and engineering, warranty, quality, and manufacturing teams.

Location:

Hagerstown, IN East Region

• Lead, manage, and develop all field service technicians within the specific vocation for the East Region.
• Establish clear performance expectations, training standards, and accountability for field service teams.
• Ensure consistent, high-quality service delivery aligned with Autocar Trucks’ policies, processes, and safety standards.
• Drive continuous improvement in field service efficiency, effectiveness, and technical capability.

• Serve as a senior point of contact for key customers and dealer partners within the region.
• Build and maintain strong, trust-based relationships to ensure customer satisfaction and long-term retention.
• Proactively address customer concerns and service challenges to minimize downtime and operational impact.

• Act as the primary escalation point for critical, complex, or high-impact field service issues.
• Lead cross-functional problem-solving efforts to resolve technical, quality, or service-related challenges.
• Ensure timely communication, root cause analysis, and permanent corrective actions for escalated issues.

• Serve as the liaison between field operations and internal Autocar Trucks teams, including Solutions, Engineering, Quality, Warranty, Manufacturing, Parts, and Product Support.
• Provide structured feedback from the field to support product improvement, reliability initiatives, and design enhancements.
• Collaborate with internal stakeholders to align field service priorities with business objectives.

• Monitor key performance indicators (KPIs) such as response times, uptime, customer satisfaction, repeat issues, and warranty trends.
• Prepare and present regular reports on regional field service performance, risks, and improvement initiatives.
• Support budgeting, forecasting, and resource planning for the West Region field service organization.

• Promote and enforce a strong safety culture across all field service activities.
• Ensure compliance with company policies, regulatory requirements, and customer site safety standards.

• Automotive Experience, Business/Management Experience, or a related field (or equivalent experience).
• 10+ years of experience in field service, technical support, or service operations within heavy-duty trucks, commercial vehicles, or industrial equipment.
• 5+ years of people leadership experience managing geographically dispersed teams.
• Proven ability to manage customer relationships and resolve high-level service escalations.
• Strong technical aptitude and ability to translate field issues into actionable insights for internal teams.
• Willingness to travel extensively within the East Region.

• Experience in OEM truck or commercial vehicle manufacturing environments.
• Background working closely with engineering and quality teams on product issues.
• Demonstrated success driving service process improvements and customer satisfaction initiatives.

• Leadership and team development
• Customer-focused mindset
• Strong problem-solving and decision-making skills
• Excellent communication and executive presence
• Ability to work effectively across functions and levels of the organization
• Results-driven with a continuous improvement orientation

The duties and responsibilities outlined here are representative but not exhaustive of the tasks that the employee maybe required to perform. Management reserves the right to modify, add, or remove duties and to assign other tasks as necessary to meet business needs.

Autocaris an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or any other characteristic protected by law.