Heavy Equipment Service Director

Palmer Group International, LLC; Pella (IA); On-site; USD 110,000 - 170,000; Full time

Job summary

Palmer Group International, LLC is seeking a Service Director to lead the Service Department, oversee field service, remote technical support, warranty administration, and service training. You will act as a key liaison between customers and internal teams to ensure top-tier support.

The ideal candidate has substantial leadership experience in equipment service, strong communication and problem-solving skills, and the ability to travel up to 25% with some international assignments.

Qualifications

• Bachelor's degree in a related field preferred, or an equivalent combination of education and experience.
• 5 to 10 years of experience in equipment service management, technical support, or a related leadership role.
• Strong leadership, communication, troubleshooting, and customer relationship management skills.
• Experience supporting industrial, heavy equipment, agricultural, construction, manufacturing, or similar equipment environments is preferred.
• Ability to travel up to 25%, including occasional international travel.

Responsibilities

• Lead the Service Department, including field service, technical support, warranty administration, and service training functions.
• Partner with customers, distributors, and internal teams to resolve technical issues and improve customer satisfaction.
• Utilize service and warranty data to identify trends, drive continuous improvement initiatives, and enhance product performance.
• Partner with Sales teams to address warranty and goodwill considerations in customer escalation scenarios.
• Develop and oversee the delivery of technical service training programs.

Skills

Leadership

Customer relationship management

Troubleshooting

Communication

Team development

Travel readiness

Education

Bachelor's degree

Job description

Are you an experienced service leader with a passion for customer support, technical problem-solving, and team development? We are seeking a Service Director to lead our Service Department and ensure exceptional support for customers and distribution partners. This role is responsible for overseeing field service operations, remote technical support, warranty administration, service training, and technical documentation while serving as a key liaison between customers and internal departments.

Work Model:

• On-Site
• Full-Time

What You Will Do:

• Lead the Service Department, including field service, technical support, warranty administration, and service training functions
• Partner with customers, distributors, and internal teams to resolve technical issues and improve customer satisfaction
• Utilize service and warranty data to identify trends, drive continuous improvement initiatives, and enhance product performance
• Partner with Sales teams to address warranty and goodwill considerations in customer escalation scenarios
• Develop and oversee the delivery of technical service training programs

What You Will Need to Be Successful:

• Bachelor's degree in a related field preferred, or an equivalent combination of education and experience
• 5 to 10 years of experience in equipment service management, technical support, or a related leadership role
• Strong leadership, communication, troubleshooting, and customer relationship management skills
• Experience supporting industrial, heavy equipment, agricultural, construction, manufacturing, or similar equipment environments is preferred
• Ability to travel up to 25%, including occasional international travel