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
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