East Region Field Service Leader

GVW Group; Birmingham (AL); On-site; USD 140,000 - 190,000; Full time

Job summary

GVW Group in Birmingham, AL, seeks a Director of Field Service-East Region to lead all East region field service operations, ensuring exceptional customer support, rapid issue resolution, and effective coordination among field technicians, customers, dealers, and Autocar Trucks resources.

This highly mobile leadership role requires extensive travel (roughly 30–35 weeks annually) and periodic on‑site work at Autocar’s facility when not traveling, with accountability for safety, quality, and

Qualifications

• 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.

Responsibilities

• Lead, manage, and develop all field service technicians within the East Region.
• Establish clear performance expectations, training standards, and accountability for field service teams.
• Ensure high‑quality service delivery aligned with policies, processes, and safety standards.
• Drive continuous improvement in field service efficiency, effectiveness, and technical capability.
• Serve as senior point of contact for key customers and dealer partners within the region.
• Build and maintain trust‑based relationships to ensure customer satisfaction and retention.
• Proactively address customer concerns and service challenges to minimize downtime.
• Act as primary escalation point for complex field service issues and lead cross‑functional problem solving.
• Provide structured feedback from the field to support product improvement and reliability initiatives.
• Monitor KPIs and present regular regional field service performance reports; support budgeting and planning.
• Promote and enforce a strong safety culture and ensure compliance with policies and safety standards.

Skills

Field Service

Leadership

Customer relationships

Technical aptitude

Travel

Job description

GVW Group in Birmingham, AL, seeks a Director of Field Service-East Region to lead all East region field service operations, ensuring exceptional customer support, rapid issue resolution, and effective coordination among field technicians, customers, dealers, and Autocar Trucks resources.

This highly mobile leadership role requires extensive travel (roughly 30–35 weeks annually) and periodic on‑site work at Autocar’s facility when not traveling, with accountability for safety, quality, and