Director, Field Service Execution

TriMark USA, LLC; Massachusetts; On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Tuition Reimbursement

401k

Community Service Day

Spotlight Awards

Job summary

TriMark USA, LLC is seeking a Director of Field Service Execution to lead regional service and rental operations. You will coach Service Managers, monitor technician performance, identify training needs, and collaborate with Sales to expand service and rental opportunities.

Travel across East and West regions is expected to deliver a consistent customer experience. You will align practices with a peer Director, standardize processes, and drive financial performance while promoting safety and

Qualifications

• Seven or more years of progressive experience in field service or rental operations, incl. leading managers.
• Experience in commercial foodservice equipment service is preferred.
• Ability to improve technician performance and develop managers.
• Strong budgeting, margin analysis, and performance reporting skills.
• Proven ability to balance growth with operating capacity.

Responsibilities

• Lead, coach, and develop six Service Managers; set goals and track results.
• Oversee regional service delivery: staffing, dispatch, scheduling, and emergency response.
• Partner with peers to standardize processes and share best practices.
• Hire, onboard, and manage performance for managers and technicians.
• Monitor technician performance, training needs, and certifications.
• Collaborate with Sales on service agreements, rentals, and customer support.
• Manage rental assets and ensure accurate billing and records.
• Maintain budgets and review revenue, margins, and costs; drive continuous improvement.

Skills

Field service experience

Leadership of managers

Service management systems

Dispatch and scheduling

Financial and operational skills

Customer escalation handling

Training and development

Communication and problem solving

Education

Bachelor’s degree in business/operations or related field

Tools

Service management systems

Microsoft Office

Reporting tools

Job description

Why you’ll love it here!

• Medical, Dental, Vision, Tuition Reimbursement, Pet, and Legal Insurance
• 401k
• Community Service Day
• Spotlight Awards
• National Sales Excellence Awards
• CFSP Prep Certification Program

POSITION SUMMARY:

• The Director, Field Service Execution reports to the President of Service
• Seeking candidates on East coast and West coast
• Full-Time In Field

The Director of Service and Rental Operations leads regional service and rental performance, building capable teams and ensuring reliable, responsive support for customers. This role coaches Service Managers, monitors Service Technician performance, identifies training needs, and partners with Sales to expand service and rental opportunities. The Director works closely with a peer Director to align operating practices, share resources, and deliver a consistent customer experience across TriMark.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

Leadership and Regional Operations

• Lead, coach, and develop approximately six Service Managers; establish clear goals, review results, and hold teams accountable for service quality, customer satisfaction, and financial performance.
• Oversee regional service delivery, including staffing, dispatch, scheduling, workload balance, emergency response, and timely completion of customer commitments.
• Partner with the peer Director to standardize processes, share best practices, coordinate support across regions, and address common operational challenges.
• Work with Human Resources and Service Managers on hiring, onboarding, performance management, retention, and succession planning for managers and technicians.

Technician Performance and Development

• Monitor technician success through productivity, billable utilization, first visit resolution, repeat service calls, workmanship, customer feedback, and adherence to safety expectations.
• Use performance data, manager observations, field visits, and customer feedback to identify skill gaps and create targeted development plans.
• Establish and monitor prescribed training plans, including ASA training, manufacturer instruction, equipment diagnostics, customer service, and other role specific requirements, as applicable.
• Partner with Service Managers to provide coaching, mentoring, and practical skill assessments; track training completion, relevant certifications, and improvements in field performance.

Customer Experience and Sales Partnership

• Partner with Sales and account teams to identify customer needs for repair, preventive maintenance, service agreements, rentals, and additional equipment support.
• Evaluate service coverage, technician capabilities, and capacity before new customer commitments; support proposals, scope development, and a clear handoff from Sales to Service.
• Resolve escalated service issues, communicate recovery plans, and address recurring problems that affect customer operations or satisfaction.

Rental Operations and Asset Management

• Oversee rental equipment availability, readiness, maintenance, delivery, pickup, and turnaround in partnership with local teams.
• Monitor rental asset utilization, condition, repair costs, and availability; recommend redeployment, replacement, or additional investment based on demand and business results.
• Ensure accurate rental records, clear customer terms, timely billing, and coordination among Service, Sales, Operations, and Finance.

Financial Performance and Continuous Improvement

• Manage regional budgets and review service and rental revenue, margins, labor costs, overtime, parts usage, warranty recovery, and other controllable expenses.
• Ensure timely, accurate work orders, service documentation, estimates, and billing; address open work orders, billing delays, and revenue leakage.
• Maintain a consistent operating scorecard and review performance with Service Managers; identify root causes and assign corrective actions with owners and completion dates.
• Promote safe work practices and adherence to company procedures, equipment requirements, and applicable operating standards.

Qualifications

• Seven or more years of progressive experience in field service, equipment service, rental operations, or a related business, including at least three years leading managers or multiple locations.
• Experience in commercial foodservice equipment service preferred; familiarity with equipment repair, preventive maintenance, dispatch, parts, warranty processes, and rental asset management.
• Demonstrated ability to improve technician performance, develop Service Managers, and translate training needs into measurable improvements.
• Strong financial and operational skills, including budgeting, margin analysis, capacity planning, and performance reporting.
• Ability to build productive partnerships with Sales, manage customer escalations, and balance growth opportunities with operating capacity.
• Proficiency with service management systems, reporting tools, and Microsoft Office; strong communication, coaching, and problem solving skills.
• Bachelor’s degree in business, operations, or a related field preferred, or an equivalent combination of education and relevant experience.

Measures of Success

Performance is evaluated through service and rental revenue and margin; technician productivity and utilization; response time, first visit resolution, and repeat call rates; customer satisfaction; training completion and demonstrated skill development; rental asset utilization and readiness; employee retention; safety performance; and timely billing.

Work Environment and Travel

Requires regular travel within the assigned region for location visits, field observations, customer meetings, and team development, with occasional travel outside the region. Work includes office, service facility, and customer site settings, with availability to support significant customer or operational escalations as needed.