Director of Field Services

Lead the Team That Keeps Critical Water Treatment Systems Running

WRT is seeking an experienced Director of Field Services to lead our technical service organization supporting municipal and industrial customers throughout North America. This role is responsible for ensuring the reliable operation of customer water treatment systems under Long-Term Service Agreements (LTSAs), while delivering exceptional service, maintaining contractual water quality commitments, and maximizing system uptime.

As the Director of Field Services, you will provide both strategic and operational leadership for field service operations, remote monitoring, preventive maintenance, media exchange activities, and technical support. You will partner closely with Engineering, Manufacturing, Operations, and Research & Development to improve system reliability and enhance customer satisfaction.

This is an excellent opportunity for a leader who enjoys building high-performing teams, solving complex operational challenges, and making a direct impact on critical water infrastructure.

• Lead all technical service operations supporting customer water treatment systems under LTSAs.
• Ensure contractual water quality and system uptime guarantees are consistently achieved.
• Oversee troubleshooting, repairs, preventive maintenance, and emergency service activities.
• Provide technical oversight and startup support for new installations and commissioned systems.
• Develop preventive and predictive maintenance strategies to maximize system reliability.
• Utilize remote monitoring and diagnostic tools to proactively identify and resolve operational issues.

• Lead, coach, and develop Field Service Technicians and Media Exchange personnel.
• Manage staffing, scheduling, workload distribution, and performance management.
• Establish training programs focused on technical competency, safety, and customer service excellence.
• Foster a culture of accountability, collaboration, and continuous improvement.

• Develop and maintain standardized service procedures and technical work instructions.
• Implement continuous improvement initiatives that enhance service delivery and reliability.
• Monitor service response times, equipment reliability, and contractual compliance metrics.
• Ensure accurate service documentation and reporting.
• Support compliance with safety, environmental, and drinking water regulations.
• Build and maintain strong relationships with municipal and industrial customers.
• Serve as the primary technical escalation point for complex customer issues.
• Collaborate with Engineering, Manufacturing, Operations, and R&D to resolve technical issues.
• Work with vendors and contractors to support service operations and improvement initiative.

This position includes travel to customer sites throughout the United States.

Approximately 20–40% travel throughout North America

• Bachelor’s degree in Engineering, Environmental Science, Water Resources, Industrial Technology, Business Management, or a related field, or equivalent experience.
• 10+ years of progressive experience in technical service, field service, operations, or water treatment.
• 5+ years of leadership experience managing technical or field service teams.
• Experience managing service contracts, performance-based agreements, or customer support programs.
• Strong troubleshooting and root cause analysis skills.
• Excellent communication and customer-facing skills.
• Experience with workforce planning, scheduling, and resource allocation.
• Valid driver’s license with an acceptable driving record.
• Ability to travel approximately 20–40% throughout North America.
• Ability to pass a physical examination, background check, and drug screening.

• Experience supporting municipal or industrial water treatment operations.
• Knowledge of ion exchange, filtration, or other advanced water treatment technologies.
• Familiarity with remote monitoring, SCADA, PLC, or industrial automation systems.
• Knowledge of EPA drinking water regulations and municipal water operations.
• Experience working with vendors and suppliers…