Strategic Director, Technical & Field Service

Versique Executive, Professional & Interim Recruiting

Fairmont (MN)

On-site

USD 140,000 - 180,000

Full time

14 days+

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Benefits offered by this job

Health Insurance

Dental

Vision

LTD

STD

HSA

FSA

401K

Job summary

Versique Executive, Professional & Interim Recruiting is seeking a Director of Technical and Service Support in Southern Minnesota. You will provide strategic leadership for our client service departments, guiding the Phone Support and Field Services teams to deliver exceptional technical support across phone, remote, and field channels.

You will shape the long-term service operations strategy, establish KPIs, and drive continuous improvement while managing budgets and staffing.

Qualifications

Bachelor’s degree in engineering, technology, business, or a related field.
5+ years of leadership experience in technical service, field service, customer support, or industrial automation.
Open to 20% travel.
5+ years of experience with industrial equipment (pumps, transfer equipment, electrical panels) and understanding of control software.
Knowledge of PLC and/or electrical work is highly desirable.
5+ years of experience developing teams, processes, and improving operational performance.

Responsibilities

Lead and develop the Phone Support Supervisor and Field Services Manager, ensuring performance and development.
Develop and execute long-term service operations strategy aligned with company goals and customer needs.
Set departmental objectives, priorities, and initiatives.
Foster collaboration between Phone Support and Field Service for seamless customer support.
Manage budgeting, resource planning, and expense control.
Create onboarding and succession plans to build organizational capability.
Monitor KPIs and customer satisfaction to drive continuous improvement.
Oversee multi-channel support operations (phone, remote, field service) with staffing and processes.
Act as escalation point for complex issues and coordinate cross-functional collaboration.
Build strong customer relationships and ensure proactive service policies.
Oversee service administration including billing, warranty, and returns.
Maintain knowledge of automation, controls, electrical, networking, and software to guide decisions.
Promote adoption of remote diagnostics, automation, and service management tools.
Ensure ERP/CRM usage and accurate customer documentation.