Director of Field Service

Position Overview

We are the country’s leading commercial fitness supplier, looking for an experienced Director of Field Service to lead our national field service operations so that we can deliver the outstanding experiences that our customers expect.

Under the direction of the Vice President of Customer Experience, the Director of Field Service will lead the on-staff and third-party teams responsible for delivering outstanding customer field service technical support.

Duties include using data to recommend strategies for optimal coverage; coaching and managing a diverse team of remote on-staff technicians;

and overseeing management of independent contractors, among others.

The successful candidate will work with senior leadership to create a strategic plan that will creatively and effectively address the need to deliver industry-leading field service operations;

he or she will then manage the team responsible for executing that plan. This is a supervisory position.

Responsibilities :

Strategy and Planning :

• Collaborate with executive leadership to develop and implement the strategic plan for both internal and third-party national field service operations, aligned with organizational goals and designed to optimize the customer experience while balancing expense.
• Use data to determine the ideal mix of internal and third-party technicians to best meet service needs.
• Create and monitor a coverage plan to optimize field service operations for both internal and third-party resources.
• Implement best practices and SOPs to enhance service quality, focusing on the unique needs of fitness industry. Ensure SOPs are kept up-to-date.

Team Management & Performance :

• Lead, mentor, and motivate a dispersed team of field service technicians. Foster a culture of excellence, accountability, and continuous improvement within the field service department.
• Communicate regularly with outside team, keeping them informed of key corporate initiatives.
• Monitor key performance indicators (KPIs) to measure the success of field service team, including time-to-repair, field efficiency / utilization, and first-time fix rate.

Recommend programmatic changes to optimize performance achievement.

• Create standards for performance management and disciplinary action within the team.
• Work with technical training team to formalize onboarding curriculum and establish continuous education calendar for field service techs.
• Reinforce culture of safety within the field team through departmental policies and communications.
• Oversee all elements of hiring, performance management, disciplinary actions, training, and development of subordinates.
• Responsible for timecard and overtime management of staff.

Vendor Management :

• Lead the vendor management team that is responsible for management of all elements of the third-party service network, including ensuring appropriate coverage, managing contracts and compensation, managing third-party performance, and processing claims.
• Create a framework to proactively estimate coverage needs.

Daily Management :

• Monitor and maintain high service quality standards of both internal and third-party networks, ensuring the best possible customer experience.
• Identify opportunities for continuous improvement among company’s execution of field service through policy, process, or tool improvement;

collaborate with cross-departmental teams to drive projects through to completion.

• Establish and maintain strong relationships with internal and external customers. Address and resolve escalated customer issues related to individual technician behavior.
• Work collaboratively with other departments to deliver the best possible service experience.

Marginal Job Functions :

Other projects as assigned.

Requirements

Education :

College degree preferred

Experience :

• Minimum of 3-5 years’ experience in a leadership role within a field service operations team. Preference given to those with experience in managing a hybrid network of internal and external providers.
• Proven track record of successfully managing and developing high-performing teams.
• Strong strategic planning and execution skills with a focus on continuous improvement.
• Experience in leading remote teams.
• Experience in fitness industry preferred.

Other Requirements :

• Proficient in computer systems with an understanding of how to use technology to streamline business operations.
• Ability to utilize data to drive decision-making.
• Strong sense of initiative
• Valid driver’s license
• Up to 30% domestic travel required.

Benefits :

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include :

• Health & Dental Insurance
• Company paid Life Insurance
• 401(k)
• Paid Time Off benefits
• Product discounts
• Wellness programs

EOE / M / W / Vet / Disability#ZR#HP1