Director of Field Services and Warranty

About the role

This is a newly created role focused on building out a new division. The Director will lead Field Service, Warranty, and Training teams, and will be expected to recruit and grow the broader team from day one while modernizing the systems, data, and customer-facing tools that support the business.

Responsibilities

• Lead, coach, and develop a team of direct-report managers, Field Service, Warranty, and Training, along with their broader teams, and recruit to grow field technician and manager-level headcount over time.
• Drive down warranty claim turnaround time and modernize claims processing, documentation, and reporting.
• Build out ticketing, dashboards, and other digital tools that improve the speed and quality of customer service, including contributing to an AI-powered warranty and training knowledge base.
• Bring structure to an existing training function and create a clear, organized way for dealers and customers to access training resources.
• Analyze field service and warranty data to identify top failure trends and partner with engineering and manufacturing teams to drive product improvements.
• Execute against a newly developed organizational plan, including building next year's headcount into the annual budget process.
• Set clear goals with direct reports and build a culture where the team is aligned, motivated, and working toward shared objectives.

Requirements

• Bachelor's degree in Engineering strongly preferred.
• Excellent customer relationship and communication skills.
• A track record of building or significantly improving service, warranty, or training programs and processes.
• Experience in mobile or transportation equipment industries, such as heavy trucks, construction equipment, agricultural equipment, or truck bodies.
• Working knowledge of, or strong curiosity about, steel fabrication, hydraulics, truck electrical systems, and CAN bus networks.
• Experience managing a distributed or field-based team.
• Comfort with Power BI and Smartsheet.