Job Description

Director of Field Service and Technical Support

Location: Milwaukee, WI

Type: Full-time | Hybrid Flexibility

Pay: $140,000 – $175,000 base + quarterly bonus plans

***Must be located in Wisconsin or have the ability to spend at least 50% of your time locally to the Greater Milwaukee, WI area.

Are you a strategic leader with a passion for technical excellence and customer success? We’re looking for a Director of Field Service and Technical to lead our nationwide service operations and take our team to the next level. We are a fast-growing organization that is growing our regional presence across the US and growing our product & solutions offerings through recent acquisitions. Someone experienced in a fast-growing organization is especially suited for this role.

In this high-impact role, you will provide strategic leadership, management, and operational controls to grow the financial impact of the department. You’ll oversee technical support, field services, and customer care for our products. You’ll work cross-functionally to ensure top-tier service delivery, drive operational improvements, and grow the profitability and revenue of the department — all while supporting a culture of safety, accountability, and innovation.

What You’ll Do

• Lead and inspire a results-driven team of technical support and field service professionals
• Ensure service delivery meets performance targets and SLA for customers and internal stakeholders
• Drive revenue, profitability, and efficiency across service operations (P&L Management)
• Collaborate with internal teams to enhance products, software, and processes
• Support service agreement growth and post-sales customer success
• Report directly to the COO, managing budgets, dashboards, and KPIs
• Champion a high-performance culture focused on customer satisfaction and safety
• Come in and understand things first before making your mark on what needs to be improved. There are LOTS of opportunities to make changes for better efficiency, but you must come in looking to understand things first before implementing smaller changes that make larger impacts.
• Help the company expand into new markets and regions and assist with integrating new companies into our product & solutions offerings

Service teams you will oversee (each team has their own Manager):

• Customer Experience team
• Service Support team
• 4 Service Teams (field-oriented; each of them with a differing focus on products, equipment, and/or regions)

What We’re Looking For

• 5+ years of relevant field service and/or technical operations
• 5+ years working with software, networks, and connected systems
• 2-3+ years in a leadership role with full P&L responsibility (or similar strong involvement in the financial side of the department(s) you've overseen)
• Experience within a fast-growing company/organization that has expanded into new markets and/or made acquisitions to expand product and solutions offerings (they are doing both right now)
• Experience with ITS systems, firmware and functionality; networking, network switches; serial/IP radios is helpful.
• Experience working within a product manufacturer is preferred
• Strong understanding of field operations, service delivery, and customer care
• Data-driven mindset with proficiency in Microsoft Excel, Power BI, and ERP systems
• Experience with ServiceNow is a plus

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