Hybrid Senior Director, Field and Remote Service Operations

Posted 3 weeks ago

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About the role

  • Oversee the delivery and continuous improvement of Resident Business, Remote Services (including Service Desk and IT Services), Global Plant Services, and Training across North America
  • Drive operational excellence, standardization, and customer satisfaction while aligning with broader North American strategic goals
  • Lead and evolve the on-site and mobile service delivery model across North America
  • Oversee Service Desk teams and IT-enabled service platforms
  • Collaborate with global counterparts to maintain service standardization while driving operational success and innovation
  • Lead the Training Team to implement technician development programs, enforce service standards, and promote continuous improvement
  • Partner with executive leadership to support and execute North American service strategies
  • Drive KPIs, process improvements, and service innovation across all domains
  • Act as a senior escalation point for critical customer issues, ensuring timely resolution and proactive communication.

Requirements

  • Bachelor’s degree in Engineering, Business or related field required
  • MBA preferred
  • 10+ years of experience in industrial services, operations, or engineering leadership, preferably within the material handling or automation industry
  • Proven track record of leading large teams or cross-functional departments
  • Deep understanding of automated systems, conveyor technologies, robotics, and warehouse operations
  • Strong background in optimizing processes, managing budgets, and improving performance metrics
  • Experience with remote diagnostics, service desk operations, and IT-enabled support for automated systems
  • Familiarity with training and certification programs for technicians working on material handling systems
  • Skilled in navigating complex organizational dynamics
  • Exceptional communication skills—both verbal and written.

Benefits

  • 2 remote days per week
  • Half day Fridays
  • A beautiful new, state-of-the-art, office complex in Kennesaw, GA
  • Industry competitive compensation
  • Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
  • 401k with a very generous employer match and no vesting!
  • Paid Vacation & Holidays
  • Profit Sharing
  • Paid Parental Leave
  • Subsidized Daycare
  • Tuition Reimbursement
  • Pet Insurance
  • Subsidized food delivery
  • Monthly celebrations
  • Quarterly employee events
  • Corporate Social Responsibility including recycling, sustainability and volunteering

Job title

Senior Director, Field and Remote Service Operations

Job type

Experience level

Senior

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

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