Director of Field Service-East Region

Autocar, LLC; Hagerstown (IN); On-site; USD 110,000 - 140,000; Full time

Job summary

Autocar, LLC in Hagerstown, IN is seeking a Director of Field Service - East Region to lead all regional field service operations. You will coordinate technicians, customers, dealers, and Autocar Trucks resources to ensure rapid issue resolution and exceptional service.

The role serves as the escalation point for complex service issues and works with Engineering, Quality, Warranty, and Manufacturing to drive improvements. Extensive travel is required within the East Region.

Qualifications

• Automotive/Business or related field experience.
• 10+ years of field service or service operations experience in heavy-duty trucks or industrial equipment.
• 5+ years of people leadership with geographically dispersed teams.
• Proven ability to manage customer relationships and high-level escalations.
• Strong technical aptitude; translate field issues into actionable insights.
• Willingness to travel extensively within the East Region.

Responsibilities

• Lead and develop all field service technicians in the East Region.
• Establish performance expectations, training standards, and accountability.
• Ensure high-quality service aligned with policies and safety standards.
• Drive continuous improvement in field service efficiency and capability.
• Serve as senior contact for key customers and dealer partners.
• Build trusted relationships to ensure satisfaction and retention.
• Act as primary escalation point for complex field service issues.
• Lead cross-functional problem-solving with engineering, quality, warranty, etc.
• Provide KPI reporting and support budgeting/resource planning.
• Promote safety culture and ensure regulatory compliance.

Skills

Leadership

Customer-focused mindset

Problem-solving

Executive presence

Communication

Job description

Director of Field Service-East Region

The Director of Field Service – East Region is responsible for leading and overseeing all field service operations across the Eastern region. This role ensures exceptional customer support, rapid issue resolution, and effective coordination between field service technicians, customers, dealers, and internal Autocar Trucks resources. The Director serves as the primary escalation point for complex service issues and acts as the critical liaison between field operations and engineering, warranty, quality, and manufacturing teams.

Location: Hagerstown, IN East Region

Key Responsibilities

Field Service Leadership & Operations

• Lead, manage, and develop all field service technicians within the specific vocation for the East Region.
• Establish clear performance expectations, training standards, and accountability for field service teams.
• Ensure consistent, high-quality service delivery aligned with Autocar Trucks’ policies, processes, and safety standards.
• Drive continuous improvement in field service efficiency, effectiveness, and technical capability.

Customer & Dealer Relationships

• Serve as a senior point of contact for key customers and dealer partners within the region.
• Build and maintain strong, trust-based relationships to ensure customer satisfaction and long-term retention.
• Proactively address customer concerns and service challenges to minimize downtime and operational impact.

Escalation & Issue Resolution

• Act as the primary escalation point for critical, complex, or high-impact field service issues.
• Lead cross-functional problem-solving efforts to resolve technical, quality, or service-related challenges.
• Ensure timely communication, root cause analysis, and permanent corrective actions for escalated issues.

Cross-Functional Liaison

• Serve as the liaison between field operations and internal Autocar Trucks teams, including Solutions, Engineering, Quality, Warranty, Manufacturing, Parts, and Product Support.
• Provide structured feedback from the field to support product improvement, reliability initiatives, and design enhancements.
• Collaborate with internal stakeholders to align field service priorities with business objectives.

Performance Management & Reporting

• Monitor key performance indicators (KPIs) such as response times, uptime, customer satisfaction, repeat issues, and warranty trends.
• Prepare and present regular reports on regional field service performance, risks, and improvement initiatives.
• Support budgeting, forecasting, and resource planning for the West Region field service organization.

Safety & Compliance

• Promote and enforce a strong safety culture across all field service activities.
• Ensure compliance with company policies, regulatory requirements, and customer site safety standards.

Qualifications

Required

• Automotive Experience, Business/Management Experience, or a related field (or equivalent experience).
• 10+ years of experience in field service, technical support, or service operations within heavy-duty trucks, commercial vehicles, or industrial equipment.
• 5+ years of people leadership experience managing geographically dispersed teams.
• Proven ability to manage customer relationships and resolve high-level service escalations.
• Strong technical aptitude and ability to translate field issues into actionable insights for internal teams.
• Willingness to travel extensively within the East Region.

Preferred

• Experience in OEM truck or commercial vehicle manufacturing environments.
• Background working closely with engineering and quality teams on product issues.
• Demonstrated success driving service process improvements and customer satisfaction initiatives.

Key Competencies

• Leadership and team development
• Customer-focused mindset
• Strong problem-solving and decision-making skills
• Excellent communication and executive presence
• Ability to work effectively across functions and levels of the organization
• Results-driven with a continuous improvement orientation

Job Duties Disclaimer:

The duties and responsibilities outlined here are representative but not exhaustive of the tasks that the employee maybe requiredto perform. Management reserves the right to modify, add, or remove duties and to assign other tasks as necessary to meet business needs.

Equal Employment Opportunity:

Autocaris an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or any other characteristic protected by law.

Reasonable Accommodations (ADA Compliance):

Autocar complies with the Americans with Disabilities Act (ADA) and provides reasonable accommodations to qualified individuals with disabilities. Employees who require assistance or accommodation should contact Human Resources.