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Director of Customer Support and Field Services

2 weeks ago

Frederick, Maryland, United States STULZ USA Full time

Summary:

The Director of Customer Support and Field Services leads a national, multi-functional team responsible for delivering a world-class post-shipment experience to STULZ HVAC customers. This role oversees Field Service, Technical Support, Service Coordination, Parts, and Training—ensuring responsiveness, operational excellence, and customer satisfaction across North America.

This strategic leadership position requires a seasoned service operations professional with experience managing technical teams in commercial or mission-critical environments such as data centers. While HVAC experience is preferred, candidates with a strong track record in field service, technical support, and customer operations in high-reliability industries will be considered.

Essential Duties and Responsibilities:

Support Strategy and Leadership

  • Develop and execute a scalable national support strategy aligned with STULZ's growth, quality, and customer satisfaction objectives.
  • Lead functional supervisors across Field Service, Technical Support, Service Coordination, Parts, and Aftermarket Training, ensuring consistency in process, policy, and performance.
  • Evolve the organization from tactical-heavy execution to a functionally aligned structure optimized for responsiveness and scalability.
  • Establish and manage performance analytics and KPIs to monitor service execution, identify improvement opportunities, and drive the growth of aftermarket service offerings including spare parts, retrofits, and remote support.

Operational Excellence and Team Development

  • Establish and maintain standardized processes, escalation protocols, and KPIs that drive first-time resolution, field technician efficiency, and customer satisfaction.
  • Promote a safety-first, service-driven culture across all levels of the team.
  • Build a leadership pipeline through coaching and development of supervisory staff, preparing the organization for future scale.

Customer Experience and Field Enablement

  • Act as a senior escalation point for key accounts and complex service situations.
  • Develop service readiness strategies to support product launches and high-demand markets, particularly within mission-critical environments.
  • Implement systems for feedback capture and service quality improvement.

Performance Monitoring and Financial Oversight

  • Track and report team performance across key metrics including response time, resolution rate, aftermarket revenue, and cost control.
  • Lead service forecasting, staff planning, and operational budgeting.
  • Drive service margin improvement through efficiency gains and expanded support offerings (e.g., parts programs, remote support, retrofit services).

Cross-Functional Collaboration

  • Partner with Engineering, Sales, and Manufacturing to resolve systemic issues, improve serviceability, and ensure post-sales alignment.
  • Support Marketing and Sales with initiatives related to aftermarket programs and customer engagement.

Qualifications:

To succeed in this role, candidates must demonstrate the skills and experience necessary to perform the essential duties effectively. Reasonable accommodation will be made for individuals with disabilities.

  • 10+ years of progressive leadership in commercial service operations, technical support, or field service—preferably in mission-critical industries such as data centers, electrical, or mechanical services.
  • Demonstrated success leading multi-functional teams, improving operational workflows, and managing field-based service organizations.
  • Strong understanding of service metrics, cost control, customer escalation handling, and continuous improvement practices.
  • Excellent leadership, communication, and organizational skills.
  • Experience with ERP/CRM systems and service tools; proficiency in Microsoft Office Suite.

Preferred, but not required:

  • Experience with commercial HVAC systems, data center operations, or mechanical infrastructure.
  • Associate's degree or technical certification in a related field; Bachelor's degree preferred