Director of Field Services

NOMAD GCS DOES NOT SUPPORT THE H1B VISA FOR THIS POSITION.

Director of Field Service and Warranty

We now live in an always-on world. In public safety, defense, healthcare, telecommunications, and other vital industries, connectivity and operational continuity are no longer optional. With security, critical services, and even lives on the line, Nomad's promise is clear:

Connected, Operational Customers

At all times, anywhere on the globe… When every minute matters.

Nomad's Field Service and Warranty department is designed to deliver lifecycle management shaped to meet customer needs. We deploy factory-trained experts and master technicians on-site to help design and implement asset management plans, including installation, start-up, maintenance, and modernization. We seek a candidate that is self-inspired to learn and demonstrates a high degree of customer service while positively contributing to our team.

Responsibilities:

As the Director of Field Service and Warranty for Nomad, you will provide strategic roadmaps that enhance the quality of services offered to our customers, as well as develop a team of skilled Engineer Technicians. You will coordinate customer service activities personally, as well as through a team of direct reports, ensuring all processes and procedures are understood and followed.

The Director of Field Service and Warranty will manage KPIs in all service territories. You exhibit the ability to act fairly and decisively in a leadership role and have the proven ability to build and maintain strong customer relationships.

* This position requires significant travel *

Accountabilities:

• Accountable to Customer Experience Officer for program budget reporting

• Accountable to Customer Experience Officer for delivering on strategic plan

• Meet with stakeholders to make communication easy and transparent regarding project issues

• Produce accurate and timely reporting of program status throughout its life cycle

• Report to Strategic Quality Council for product and process improvement

What You Will Do:

• Direct management of field service technicians' activities

• Report to Customer Experience Officer

• Oversee the allocation of technician resources and their overall effective utilization including implementing standards and processes for improvement

• Work with various Nomad teams to determine and implement robust cross-training initiatives

• Actively communicate with customers and work alongside the sales team to ensure an industry-leading level of customer service

• Coordinate and work with the sales team to drive value added parts and service sales and customer awareness. These items include but are not limited to preventative maintenance, training, and retrofit and upgrade kits

• Ensure team expenses, utilization, and performance align with budget and revenue projections. Reduce warranty costs

• Coordinate timely communication / documentation between operations and engineering for escalations and critical projects

• Lead employee performance reviews and design improvement plans based on individual employee development needs and recommend or initiate personnel actions such as hires, terminations, disciplinary measures, or worker job-skill improvement

• Take ownership of outstanding customer issues and work with the proper internal teams to ensure they are closed as quickly as possible

What We Are Looking For:

• 5 years of experience directly managing people, preferably in manufacturing or similar industry.

• Thorough knowledge of manufacturing processes with some mechanical, electrical, and IT knowledge is preferred.

• Proven communication ability to build and lead effective and diverse teams across various territories.

• Experience leading teams in handling customer issue resolution and developing plans for improvement through root cause analysis.

• Proficient with MS Office Suite including Excel, Word, and Outlook. Relevant experience with ERP/CRM applications is a bonus.

• A successful candidate will have a drive for team leadership, a track record of success in customer service and or manufacturing environment, and a passion for improving the customer experience.

Physical Requirements:

• * This position requires significant travel *

• While performing the duties of this job, the colleague is frequently required to sit, stand, walk, talk, or hear; uses hands to finger, handle, or touch objects or controls. On occasion, the colleague may be required to climb and work in high places, stoop, bend or reach above the shoulders. The employee is occasionally exposed to mechanical parts, machines, and vehicles

• The incumbent must occasionally lift, push, or pull up to 50 pounds. The noise level is usually quiet to moderate but can be excessive in manufacturing and processing environments. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function

Nomad GCS is an equal opportunity employer, (EOE,) and voluntarily follows affirmative action guidelines. As an equal opportunity employer, Nomad GCS does not discriminate in its employment decisions on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable state and local laws. Nomad offers a competitive base pay along with a benefits package. When applying, please include your basic salary requirements.

Department

63-Customer Experience

Employment Type

Full-Time

Minimum Experience

Experienced

Compensation

$90,000 - $140,000 DOE w/benefits