Director of Service
A leading heavy‑equipment manufacturer is seeking a Director of Service to oversee U.S. Service Operations. This hybrid role leads Field Service, Warranty, and Technical Support teams while driving service excellence, customer satisfaction, and operational efficiency.
Key Responsibilities:
* Lead and develop Service Managers, Warranty, and Technical Support teams
* Oversee field service, warranty work, emergency repairs, and technical assistance
* Partner with Engineering, Parts, Training, and Sales to resolve customer issues
* Set and track KPIs for response time, quality, and customer satisfaction
* Drive continuous improvement and technician development
* Ensure compliance with safety and operational policies
* Manage budgets, forecasts, and resource planning
* Serve as senior escalation point for customer service issues
Key Qualifications:
* 10+ years in service operations; 5+ years in leadership
* Experience managing multi‑site or nationwide service teams
* Strong technical background in heavy equipment or capital equipment
* Excellent communication, leadership, and conflict‑resolution skills
* Proficiency with service management systems
* Ability to travel across North America
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