Director of Customer Support and Field Services

Overview

Lead national support & field services for HVAC customers, overseeing service, parts, training.

Key Responsibilities

• support strategy
• service forecasting
• performance analytics
• escalation management
• process standardization
• team leadership

Tasks

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

Requirements

• hvac
• data center
• erp/crm
• bachelor's
• 10+ years
• leadership

What You Bring

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. Customer Experience and Field Enablement -Excellent leadership, communication, and organizational skills. -Associate’s degree or technical certification in a related field; Bachelor’s degree preferred -Experience with commercial HVAC systems, data center operations, or mechanical infrastructure. -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. -Demonstrated success leading multi-functional teams, improving operational workflows, and managing field-based service organizations. -Experience with ERP/CRM systems and service tools; proficiency in Microsoft Office Suite. -Strong understanding of service metrics, cost control, customer escalation handling, and continuous improvement practices.

People Also Searched For

About Stulz Usa

-Rooted in innovation, the US arm carries forward a legacy of precision climate control. -Locally engineered and built in Maryland, Tennessee, and Texas, projects range from single‑rack IT rooms to hyperscale data centres. -Specialisms include industrial machinery cooling, commercial HVAC systems, and mission‑critical data‑center environments. -US facilities prioritize responsiveness, custom design, and rapid delivery.

Sector Specialisms