6 days ago
Director - Field Service and Customer Success
Raleigh Competitive Contract
Vantage Consulting are supporting a fast-growing robotics innovator that designs and manufactures products for use in commercial and industrial environments worldwide. Backed by cutting-edge AI and a strong global footprint, they're reshaping facilities management.
A fast-growing tech company is seeking a strategic Director of Field Service Operations to lead its global service business. You’ll manage field technicians, third-party partners, and an offshore support center—driving service revenue, operational efficiency, and customer satisfaction.
Key Responsibilities:
- Own service P&L, contracts, SLAs, and post-sales performance
- Lead field and offshore teams to deliver high-quality support
- Manage third-party service partners
- Optimize technician performance and remote diagnostics
- Collaborate with Sales, Engineering & Product to enhance offerings
- Monitor KPIs like MTTR, first-time fix rate, and revenue growth
What You Bring:
- 10+ years in field service or technical support leadership
- Experience with service revenue, contracts, and distributed teams
- Technical background in robotics, automation, or electromechanical systems
- Willing to travel 25–50%
Nice to Have: Experience with predictive maintenance, IoT, or scaling service teams globally.
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