Director – Field Service Platform Enablement

Daily Platform Management

Oversee the day-to-day operations of the XOi solution, ensuring the platform runs smoothly and meets the business’s operational needs. Monitor usage and performance and address any issues or bottlenecks promptly.

Process Governance

Define, document, and enforce global standard operating procedures for how the XOi platform is used in our field service operations. Ensure processes are standardized across regions and teams and are aligned with industry best practices.

Data Quality & Governance

Ensure that all information and data entered into XOi is timely, accurate, and complies with data governance principles. Regularly audit data for quality, and work with teams to correct errors and improve data entry practices.

Cross-Functional Collaboration

Serve as the bridge between Operations and IT. Work closely with IT and development teams to communicate business requirements, functional specifications, and enhancement requests for the XOi platform. Translate operational needs into clear technical requirements and ensure the IT roadmap for XOi aligns with business objectives.

Vendor Liaison

Act as the primary liaison to the XOi software vendor. Coordinate with the vendor’s support and product teams to troubleshoot issues, plan upgrades, or new feature deployments, and ensure Premistar is leveraging the platform’s capabilities fully. Advocate for our business needs in the vendor’s product roadmap when necessary.

User Adoption & Training

Drive solution adoption across all relevant teams (e.g., field technicians, service managers, etc.). Develop and deliver training programs, user guides, and best-practice documentation to help users get the most out of XOi. Champion the platform’s benefits to encourage consistent use and acceptance.

Innovation & Continuous Improvement

Be a champion of innovation in field service operations. Stay updated on XOi’s new features and the broader field service technology landscape. Proactively identify opportunities to enhance field service processes through the platform – such as new functionality, integrations, or process changes – and lead pilot programs or initiatives to implement these improvements.

Performance Monitoring

Develop and track key performance indicators (KPIs) to measure the platform’s impact (e.g., data accuracy, technician adoption rates, job resolution times, etc.). Regularly report on XOi solution performance and value to stakeholders and use metrics to identify areas for enhancement.

Stakeholder Communication

Communicate platform changes, updates, and best practices to all levels of the organization. Gather feedback from end-users and stakeholders in different regions or departments and incorporate that feedback into platform improvements or training.

Project Management

When new XOi-related projects arise (such as rolling out the platform to a new business unit or adding a major new feature), take the lead on planning and execution from the business side. Coordinate cross-functional efforts, manage timelines for the operations tasks, and ensure successful project delivery in collaboration with IT project managers.