Director, Customer Support & Field Service

Must be located in Colorado as this is an in-house, on-site position.

About the Role

We are seeking a founding Director of Field Service — an experienced leader who will build the function from the ground up, create the processes, tools, and team necessary to serve our customers excellently, and ultimately transform field service from a cost center into a revenue-generating product line. This is a high-impact, high-visibility role for a hands-on builder who is equally comfortable developing strategy and rolling up their sleeves to solve a live customer issue. The right candidate will have deep roots in the electrical equipment or power distribution industry, a strong grasp of switchgear and protective relay systems, and a track record of leading and scaling field service organizations.

Responsibilities

• Field Service Operations — End-to-End Process Ownership
  • Design and implement a scalable intake and execution process for all post-shipment customer services — warranty claims, commissioning support, component rework, and field retrofits.
  • Establish SLAs for initial customer response, technician dispatch, parts delivery, and work completion; build the reporting infrastructure to track performance against those targets.
  • Own the full service delivery workflow: from first customer contact through root-cause identification, parts procurement, technician scheduling, on-site execution, and formal work-order closeout.
  • Partner with Engineering and Quality Control to assure the Field Service team has access to required procedures, specifications, and safety protocols required to effectively execute customer and business requirements.
  • Partner with Engineering and Quality Control using root-cause and corrective action documentation for continuous improvement.
• Warranty Management
  • Define and administer the company's warranty policy, budget, and reporting processes.
  • Build a warranty case management system that provides full traceability from initial claim to final resolution, integrating with the company's ERP and/or CRM platforms.
  • Coordinate with Procurement and Suppliers on defective component returns, warranty credits, and vendor accountability for parts-related field failures.
• Team Leadership & Development
  • Hire, onboard, and develop a field service organization to meet current demand and scale with the business.
  • Define role scopes, competency frameworks, and career paths within the field service organization; build a culture of accountability, safety, and customer-first service that is scalable with the business.
  • Establish technician certification and training standards aligned with industry requirements, and equipment-specific commissioning and testing procedures.
  • Set clear performance expectations and metrics across the Field Service organization, coaching the team to enable career growth and succession planning.
• Third-Party Contractor Network
  • Identify, qualify, and onboard a network of preferred electrical contractors and field service firms that can serve as overflow capacity in high-demand periods or in geographies where internal coverage is thin.
  • Develop contractor qualification criteria — technical competency, industry-specific requirements.
  • Establish MSAs, rate cards, scope-of-work templates, and quality oversight protocols for all third-party engagements.
  • Build and manage the ongoing relationship with contractor partners and maintain an active bench of qualified providers.
• Field Service as a Revenue Product
  • Refine, create, and deploy field service capabilities sold independently of or alongside the original switchgear: startup and commissioning packages, preventative maintenance agreements, extended warranty offerings, and emergency response contracts.
  • Partner with Sales to define service package scope, pricing models, and go-to-market positioning; train the sales team on how to present and sell service contracts.
  • Build the quoting, contracting, and invoicing infrastructure for billable service work; establish clear boundaries between warranty-covered and billable scope.
  • Track and report field service revenue; develop a multi-year growth roadmap for the service business.
• Customer Experience & Communication
  • Serve as the senior escalation point for major customer field service needs — act as a direct customer-facing leader.
  • Define communication standards for proactive customer updates throughout open service cases.
  • Establish a formal handoff process between cross-functional stakeholders (Project Management, Engineering, Quality Control, and Field Service) ensuring clean ownership transfer and no gaps in customer support.
  • Develop a customer satisfaction measurement program (CSAT / NPS) specific to field service interactions; use feedback to drive continuous improvement.

Requirements

• Bachelor's degree in Electrical Engineering, Electrical Technology, or a related technical field; equivalent combination of education and directly relevant experience considered.
• 8+ years of field service experience with medium-voltage or low-voltage switchgear, power distribution equipment, or protective relay systems.
• 5+ years of people leadership experience with direct reports in a field service or technical operations environment.
• Demonstrated experience designing, scaling, or significantly improving field service organizations and processes.
• Experience developing or managing third-party contractor/partner relationships for technical field work.
• Strong working knowledge of electrical safety standards and the ability to enforce a safety-first culture in the field.
• Proficiency with field service management platforms and ERP/CRM systems.
• Willingness and ability to travel up to 25% — including occasional short-notice travel to customer sites for critical escalations.

What Also Helps Put You Ahead

• Experience at a switchgear manufacturer or OEM in a field service leadership capacity.
• Commercial go-to-market strategy experience.
• Experience with commissioning and startup services for low and medium-voltage switchgear.
• Prior experience in a high-growth or startup environment.

Pay

$125,000 - $155,000 annually

Schedule

Monday - Friday, 7:30 AM - 4:30 PM