Director of Field Service Operations - Data Centers

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** 8. CONTACTING US
** of Field Service Operations - Data Centers page is loaded## Director of Field Service Operations - Data Centers locations:
Waukesha, WI - USA:
Oshkosh, WI - USAtime type:
Full time posted on:
Posted Todayjob requisition :
JR12168
** We are Generac, a leading energy technology company committed to powering a smarter world.
** Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

The Director of Field Service Operations, is responsible for delivering exceptional and comprehensive aftersales support for various stationary power generation equipment as offered from the Industrial business unit of Generac Power Systems.  This position will develop and manage parts & field support strategies, create and manage direct Field support organizations as well as coordinating dealer support strategy, own the internal and external product training strategy, and collaborate with product teams to resolve issues to enhance customer satisfaction.
** Key Responsibilities
*** Responsible for overseeing a 24/7 consumer support operation of 100+ agents in a high-volume B2C manufacturing environment. This role ensures a seamless, customer-centric post-sale experience by driving performance across all support channels, meeting key service metrics, and leading process improvements. Mentors team leaders and collaborates cross-functionally to resolve issues and continuously improve the end-to-end experience.
* Setting performance metrics, communicating with appropriate dealer technicians, and leveraging customer feedback to optimize product reliability and service quality.
* Build, lead, mentor, and manage a team of market-focused field service professionals to ensure high performance and professional development.
* Oversee development of regional dealer strategy, training and deployment.  Oversee regionalization of after sales and parts support strategy.
* Develop and implement support strategies and processes to enhance customer satisfaction and operational efficiency.  Balancing of team resources vs. customer/dealer urgencies.
* Oversee the troubleshooting and resolution of technical issues related to stationary power generation equipment. Speed to resolution mindset while not sacrificing quality of workmanship.
* Drive continuous improvement initiatives to enhance support services, reduce downtime, and optimize product performance.  Process mindset.  Drive for excellence in execution.
* Work closely with product development and sales teams & technical support call center to address and resolve product issues and provide feedback for product enhancements.
* Build and maintain strong relationships with clients, addressing their needs and concerns promptly and effectively.  Over communication focus is highly valued and may include regular reporting on performances to potential contract metrics.
* Set and monitor performance metrics for the support team (factory and dealer), ensuring goals are met and service quality is maintained.
* Develop and support focused engine and generator training programs to ensure the internal and external support team is knowledgeable about products and best practices.
* Analyze market trends and customer feedback to identify opportunities for…