Director of Field Service & Warranty

Leadership and Team Development

• Lead and develop the Field Service and Warranty teams, including managers, technicians, and administration.


• Establish departmental goals, performance metrics, and accountability measures aligned with company objectives.


• Recruit, coach, and develop service talent to support business growth and customer needs.


• Foster a culture focused on customer service, accountability, and continuous improvement.

Field Service Operations

• Direct field service activities including troubleshooting, technical support, repairs, and service training.


• Ensure consistent service processes, standards, and documentation across all service activities.


• Monitor service response times, issue resolution, and field performance metrics.


• Ensure field personnel represent the company professionally with customers and distributors.

Warranty Administration

• Oversee warranty claims processing, analysis, and resolution.


• Monitor warranty costs and trends to identify improvement opportunities.


• Collaborate with engineering and manufacturing to resolve recurring product issues and improve reliability.


• Implement controls and processes to ensure consistent and fair warranty administration.

Customer and Distributor Support

• Build strong relationships with distributors and key customers to support service needs and issue resolution.


• Serve as an escalation point for complex service or warranty concerns.


• Support distributor and customer training initiatives for service, maintenance, and product operation.


• Support development of digital tools and platforms that improve service communication and support.

Strategic Improvement

• Analyze field service and warranty data to identify product, process, or training improvements.


• Partner with engineering and manufacturing teams to implement corrective actions.


• Provide leadership with regular reporting on service performance, warranty trends, and improvement initiatives.

Financial and Resource Management

• Manage field service departmental budgets and service-related expenses.


• Ensure effective use of tools, equipment, and service resources.


• Coordinate service parts and support needs with supply chain and operations teams.

Safety and Compliance

• Promote a culture of safety within the service organization.


• Ensure field service activities comply with company policies and applicable safety regulations.

Qualifications

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  Education

  
  

  Bachelor’s degree in Engineering, Business, or related field preferred. Equivalent industry experience may be considered.

  
  

  Experience

  
  
  
  
  • 8–10 years of experience in field service, technical service, or aftermarket support.
  
  
  • Minimum 5 years of leadership experience managing service or technical teams.
  
  
  • Experience in heavy equipment, commercial vehicle, or refuse truck manufacturing strongly preferred.
  
  
  
  

  Skills

  
  
  
  
  • Strong leadership and organizational management skills
  
  
  • Excellent customer relationship management abilities
  
  
  • Ability to analyze service data and drive operational improvements
  
  
  • Technical knowledge of hydraulic, electrical, and mechanical systems
  
  
  • Strong communication and cross-functional collaboration skills
  
  
  • Proficiency with business and reporting tools (MS Office, Power BI, Smartsheet)
  
  
  
  

  Work Environment

  
  


• Frequent travel required to customer locations, distributors, and manufacturing facilities (approximately 25%).


• Office-based role with regular interaction with engineering, manufacturing, and field teams.