Director of Field Service

Duravant; Ball Ground (GA); On-site; USD 180,000 - 240,000; Full time

Job summary

Foodmate USA seeks a Director of Field Service to lead strategic direction and operations for aftermarket services across the USA and Canada. The role owns safety, quality, financial performance, and project execution, with accountability for multi-million-dollar P&L.

You will build profitable customer partnerships, drive recurring service models, and lead a team of regional managers and technicians to deliver high-value service and installations.

Qualifications

• Bachelor’s degree or equivalent in engineering, industrial engineering, or business.
• 10+ years in Field Services with 5+ years leading field service teams.
• Experience leading NA service operations and technical field teams.
• Proficient with Salesforce, Power BI, and SAP/PM tools.
• Willingness to travel up to 40%.

Responsibilities

• Define and execute the service strategy for the Foodmate service product line.
• Lead expansion of service offerings (retrofits, upgrades, maintenance agreements).
• Manage multi-million-dollar P&L and drive revenue growth and margin.
• Oversee safe, high-quality service delivery across projects and accounts.
• Leverage Salesforce and BI tools to track KPIs and drive decisions.
• Lead and mentor a regional team of managers, PMs, and technicians.

Skills

Leadership

Strategic planning

Change leadership

Process improvement

CRM tooling

BI / analytics

Education

Bachelor’s degree in engineering, industrial engineering, business, or equivalent

Tools

Salesforce

Power BI

SAP / project management tools

Job description

Job Details

Level: Management, Job Location: Ball Ground, GA 30107, Position Type: Full Time, Travel Percentage: Up to 50% , Job Shift: Any, Job Category: Installation - Maint - Repair, 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.

Position Overview

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 to50lbs., 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.

EEO Statement

Foodmate maintains a drug-free workplace is an equal employment opportunity (EEO) employer that evaluates qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth, and related medical conditions), age, marital status, disability, veteran status, sexual orientation, gender identity or expression, and other characteristics protected by law. The "EEO is the Law" poster is available at: https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should contact Foodmate Human Resources Department to request accommodation. In addition to federal law requirements, Foodmate complies with applicable state and local laws governing nondiscrimination in employment in every location in which the Company has facilities. Must satisfactorily pass background check, post-offer drug screen, and physical prior to employment. Foodmate participates in E-Verify.