Field Service Director

Wolverine - Ann Arbor, MI

The Field Service Director will manage the day to day planning and support of the customers and the field service engineers (FSEs).The director will identify the priority assignments for travel.They will develop and manage a warranty claim tracking and payment system, work with the team to develop a product in service tracking system to manage warranty time for parts.They will develop new tools, track ticket open to close metrics, and generate customer service metrics to measure the FSE impact on satisfaction.The director will develop a dealer training plan, dealer selection when areas are open for support to support Client. The director will establish a contractual relationship with the dealers, labor rates, part replacement, and training.The director will be based in Ann Arbor, but will travel to customers or to the regions as necessary.This person will travel approximately 30-50% of the time across the country, possibly Canada and Mexico.

Day to day responsibilities:

  • Track customer complaints to closure
  • Establish dealer contracts for service including rates, parts reimbursement, response time and repair quality
  • Manage information for issues in the field and direct back to operations for resolution
  • Manage dealer warranty claims and assess validity for payment
  • Manage installation schedule and customer/dealer training
  • Develop knowledge based troubleshooting and frequently asked questions (FAQ) guides
  • Support development of field service tool
  • Support user manual development
  • Drive feedback into process to ensure engineering designs account to fix field issues
  • Establish relationship at service level
  • Train dealers, manufacturers, and end customers on operation & troubleshooting
  • Develop regional FSEs; Work with regional team to support customers

Technical Skills required: (i.e. software, hardware, etc):

  • Degree in business or technical field
  • 10 years of work experience in field service
  • Worked in the forklift industry preferred
  • Customer facing role
  • Proficient in Microsoft Office
  • Must be flexible and adapt easily to change.
  • Able to travel 30% - 50% of time.
  • Organization and process oriented


Posted On: Thursday, May 23, 2019

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