This position reports to the VP, Business Operations and is responsible for directly leading the Regional Managers and Field Service Engineers, across the country. The Director of National Field Service will leverage industry knowledge to guide and support the evolving needs of the business. This position will work closely with multiple internal teams to maintain quality standards and drive excellence.
DUTIES/ RESPONSIBILITIES
MANAGEMENT RESPONSIBILITES
Work closely with other leaders to drive the strategic goals of the company.
Establish meeting schedules with reports and leadership to maintain an actionable task list by region.
Develop, run, and support Regional Manager meetings.
Develop, schedule, run and support regional FSE meetings.
Provide Executive level staff reports and updates on a requested basis.
The Director, National Field Service shall perform any other duties assigned to fulfill the Company's objectives, as assigned by management.
PERSONNEL MANAGEMENT
Manage and enhance Annual performance reviews for direct reports and support regional managers reviews of FSEs to include compensation reviews and budgeting for all field personnel in collaboration with the HR team.
Review and approve expenses for regional managers to ensure compliance to standards.
Review and approve PTO requests for regional managers to ensure proper coverage and support.
Utilization metrics tracking.
Collaborate with scheduling leadership to improve efficiency and balance of life for field personnel.
TALENT DEVELOPMENT & GROWTH PLANNING
Recruiting
Collaborate with Human Resources, VP of Business Operations, SVP of Field Support & Development as well as our approved recruiting firms.
Identify talent to satisfy needs in each region.
Create development road maps for field personnel
Career path from entry level to National Director of Field Service.
Provide positive messaging around additional training leading to career advancement.
Mentor regional managers to grow their technical and soft skills.
TECHNICAL SUPPORT
Assist Sales Team with customer equipment failures requiring technical reviews / analysis.
Assist Director, Technical Operations with creation of customer facing Root Cause Analysis reports.
Understand and support a SME based support model and training program for the Field Organization developed by the SVP, Field Support & Development.
Monitor e-calls and provide support to ensure no e-calls are missed and assist the team with managing the process to completion to drive excellence.
Identify trends in e-calls and flag them internally for further analysis to provide additional value to our clients.
Continual analysis of spare parts need based on current customer portfolios.
CUSTOMER SERVICE
Provide support to the Sales Team by reviewing new RFPs and equipment lists for labor requirements.
Attend sales calls at customer sites, when requested.
Attend internal & external meetings for new contract/account kick offs.
QUALIFICATIONS
Related field experience and/or training is preferred in excess of 10 years; or equivalent combination of education and experience.
Able to work independently and problem solve with minimal assistance.
Must be able to effectively present information, orally and written, and respond to questions from manager groups, boards, clients, customers, and general public.
Must be proficient with job-related software and computer applications to consistently perform duties or requirements of the position.
Must be able to give, receive and analyze information, prepare written materials, and articulate goals and action plans.
Must be able to deal with a variety of people in varying situations with tact and diplomacy.
Positive attitude and willing to assist as needed.
Requires working both inside and outside the office with some irregular working hours.
Travel is required inside and outside the company service area.
Acts in a leadership capacity to gain understanding, support, and effective actions of others to achieve objectives.
Sets and maintains high standards.
Builds collaborative team atmosphere.
Takes charge and responds appropriately to unexpected situations.
Develops relationships that enhance understanding, respect, and communication.
Deals effectively with conflict. Works as a team player. Displays fairness towards all subordinates.
Manage and assist in coordinating efforts between support departments within the organization.
Communicates clearly, accurately, professionally, thoroughly, and effectively.
Uses resources to maximize productivity and efficiency.
Plans, sets goals, and develops strategies to meet goals.
Efficiently uses time and energy. Proficiency at improving work methods and procedures as a means toward greater efficiency.
Availability to travel as needed.
Submits all required operational reports to management in a timely manner.
Salary
Base Salary/Total Compensation is DOE. Must have 10+ years of Field Service experience in the Critical Power industry.