Director of Field Service

The Director of Field Service leads the strategic and operational direction of the Foodmate USA’s aftermarket services business across the USA and Canada, with clear ownership for safety, quality, financial performance, and disciplined project execution. This leader owns P&L results, team leadership, and customer satisfaction across aftermarket field services, and project execution., and is central to a recurring, service-led partnership for customers.

This is a strategic leadership position responsible for the growth, profitability, and operational excellence of the after-market field service business. This role focuses on transitioning the service business from a transactional product-sale model to a recurring, service-led partnership that optimizes the total cost of ownership (TCO) and machine performance for our customers.

Who You Are

You serve as a strategic partner to build, grow, and maintain profitable and long-lasting relationships with customer accounts through responsive and high-quality field service. An agent of positive change and leadership to the field service organization. You and your team will do the right things and do things right.

Strategic & Financial Leadership

• Define and execute the service strategy for Foodmate service product line.
• Support expansion and evolve service offerings (e.g., retrofits, upgrades, and maintenance agreements.
• Collaborate with the Senior Director of Lifecycle Services to focus on cost management and budget planning.
• Plan & Execute service, focusing on 911 proactive response, installations, maintenance contracts, and Help desk service.
• Drive P&L performance for the field service division, owning service revenue growth and margin.
• Own a multi-million-dollar P&L ( $12 million), with a track record of driving year-over-year growth.
• Manage the Field Operations budget, driving efficiency and optimizing resource allocation.

Operational Excellence

• Oversee delivery of safe, high-quality services across all active projects and service accounts.
• Leverage operational tools (Salesforce, Power BI, etc.) to track KPIs and drive data-informed decisions.
• Ensure efficient use of internal labor and subcontractors, and timely project and machinery rebuild execution.
• Standardized service delivery protocols (e.g., 911 calls, Shutdowns, performance) for consistent customer experience.
• Support the design of training curriculum focused on technical proficiency, safety compliance, diagnostic capabilities.
• Track and report safety performance (TRIR, DART, or equivalent) alongside quality, cost, and schedule KPIs.
• Optimize Technician utilization

Team Leadership

• Lead a team of (10) Regional Service Managers, PMs, and Coordination team, site leads and Field Technicians.
• Champion a culture focused on safety, quality, accountability, and excellent customer service.
• Develop and mentor leadership and technical talent, with a focus on a certified workforce.
• Ensure all work is performed in accordance with our health and safety requirements and customer regulations.
• Partner with HR and Talent Acquisition training on workforce, hiring strategies, and technical development programs.
• Ensure every issue is resolved in a timely, high-quality manner, with time to resolution.

Customer & Commercial Engagement

• Support Sales on strategic customer accounts; manage escalations and ensure customer satisfaction.
• Drive alignment between operations and sales to deliver on service opportunities and expectations.
• Participate in customer site visits and strategic planning meetings for larger scale commercial wins

Installation & Service Management

• Manage field technicians : own customer relationships, control costs, and hold crews accountable to SOPs.
• Ensure installations are completed right the first time for customer success and signed off properly.
• Ensure the customer equipment functions reliably, shifting from reactive fixes toward proactive intervention.
• Ensure compliance with our processes and standards for installing and servicing equipment.
• Ensure site management or lead Technicians have leadership and the support needed to execute installs/rebuilds

Work Environment & Physical Requirements

• Frequent presence at industrial food-processing and manufacturing sites, with exposure to moving machinery, cold/wet processing environments, and noise; required PPE provided.
• Ability to lift up to 50 lbs., stand or walk for extended periods, and safely navigate industrial plant floors.
• Valid driver's license required; ability to pass a background check and drug screening per customer-site requirements.

Qualifications

Requirements

• Bachelor’s degree in engineering, Industrial engineering, Business, or a combination of education and experience.
• 10+ years in Field Services, Automated Food Machinery Services including 5+ years directly leading field service teams
• Proven leadership of North America service operations and technical field teams.
• Experience with Salesforce (or a comparable CRM), power BI (or a comparable BI/reporting tool) and SAP/ Project management tools for service and parts management.
• Ability to travel 40% to support operations, team development, and customer engagement.

Preferred Certifications & Skills

• NETA Certification or strong familiarity with NETA testing protocols.
• OSHA10 & 30, NFPA 70E, or similar safety compliance certifications.
• Change leadership and process improvement.