Director of Customer Support and Field Services

Description

The Director of Customer Support and Field Services leads a national, multi-functional team responsible for delivering a world-class post-shipment experience to STULZ HVAC customers. This role oversees Field Service, Technical Support, Service Coordination, Parts, and Training—ensuring responsiveness, operational excellence, and customer satisfaction across North America.

• Track and report team performance across key metrics including response time, resolution rate, aftermarket revenue, and cost control.
• Promote a safety-first, service-driven culture across all levels of the team.
• Support Marketing and Sales with initiatives related to aftermarket programs and customer engagement.
• Drive service margin improvement through efficiency gains and expanded support offerings (e.g., parts programs, remote support, retrofit services).
• Partner with Engineering, Sales, and Manufacturing to resolve systemic issues, improve serviceability, and ensure post-sales alignment.
• Develop service readiness strategies to support product launches and high-demand markets, particularly within mission-critical environments.
• Build a leadership pipeline through coaching and development of supervisory staff, preparing the organization for future scale.
• Develop and execute a scalable national support strategy aligned with STULZ’s growth, quality, and customer satisfaction objectives.
• Lead service forecasting, staff planning, and operational budgeting.
• Evolve the organization from tactical-heavy execution to a functionally aligned structure optimized for responsiveness and scalability.
• Establish and manage performance analytics and KPIs to monitor service execution, identify improvement opportunities, and drive the growth of aftermarket service offerings including spare parts, retrofits, and remote support.
• Lead functional supervisors across Field Service, Technical Support, Service Coordination, Parts, and Aftermarket Training, ensuring consistency in process, policy, and performance.
• Act as a senior escalation point for key accounts and complex service situations.
• Establish and maintain standardized processes, escalation protocols, and KPIs that drive first-time resolution, field technician efficiency, and customer satisfaction.
• Implement systems for feedback capture and service quality improvement.

Requirements

Customer Experience and Field Enablement

This strategic leadership position requires a seasoned service operations professional with experience managing technical teams in commercial or mission-critical environments such as data centers. While HVAC experience is preferred, candidates with a strong track record in field service, technical support, and customer operations in high-reliability industries will be considered.

• Associate’s degree or technical certification in a related field; Bachelor’s degree preferred
• Demonstrated success leading multi-functional teams, improving operational workflows, and managing field-based service organizations.
• Experience with commercial HVAC systems, data center operations, or mechanical infrastructure.
• Excellent leadership, communication, and organizational skills.
• Experience with ERP/CRM systems and service tools; proficiency in Microsoft Office Suite.
• 10+ years of progressive leadership in commercial service operations, technical support, or field service—preferably in mission-critical industries such as data centers, electrical, or mechanical services.
• Strong understanding of service metrics, cost control, customer escalation handling, and continuous improvement practices.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance