Director, Customer Support & Field Service

Kratos Industries LLC•Arvada, CO

6d•$125,000 - $155,000•Onsite

About The Position

We are seeking a founding Director of Field Service — an experienced leader who will build the function from the ground up, create the processes, tools, and team necessary to serve our customers excellently, and ultimately transform field service from a cost center into a revenue-generating product line. This is a high-impact, high-visibility role for a hands-on builder who is equally comfortable developing strategy and rolling up their sleeves to solve a live customer issue. The right candidate will have deep roots in the electrical equipment or power distribution industry, a strong grasp of switchgear and protective relay systems, and a track record of leading and scaling field service organizations.

Requirements

Bachelor's degree in Electrical Engineering, Electrical Technology, or a related technical field; equivalent combination of education and directly relevant experience considered
8+ years of field service experience with medium-voltage or low-voltage switchgear, power distribution equipment, or protective relay systems
5+ years of people leadership experience with direct reports in a field service or technical operations environment
Demonstrated experience designing, scaling, or significantly improving field service organizations and processes
Experience developing or managing third-party contractor/partner relationships for technical field work
Strong working knowledge of electrical safety standards and the ability to enforce a safety-first culture in the field
Proficiency with field service management platforms and ERP/CRM systems
Willingness and ability to travel up to 25% — including occasional short-notice travel to customer sites for critical escalations

Nice To Haves

Experience at a switchgear manufacturer or OEM in a field service leadership capacity
Commercial go-to-market strategy experience
Experience with commissioning and startup services for low and medium-voltage switchgear
Prior experience in a high-growth or startup environment

Responsibilities

Design and implement a scalable intake and execution process for all post-shipment customer services — warranty claims, commissioning support, component rework, and field retrofits
Establish SLAs for initial customer response, technician dispatch, parts delivery, and work completion; build the reporting infrastructure to track performance against those targets.
Own the full service delivery workflow: from first customer contact through root-cause identification, parts procurement, technician scheduling, on-site execution, and formal work-order closeout.
Partner with Eng and QC to assure the Field Service team has access to required procedures, specifications, and safety protocols required to effectively execute customer and business requirements
Partner with Eng and QC using root-cause and corrective action documentation for continuous improvement
Define and administer the company's warranty policy, budget, and reporting processes
Build a warranty case management system that provides full traceability from initial claim to final resolution, integrating with the company's ERP and/or CRM platforms
Coordinate with Procurement and Suppliers on defective component returns, warranty credits, and vendor accountability for parts-related field failures
Hire, onboard, and develop a field service organization to meet current demand and can scale with the business
Define role scopes, competency frameworks, and career paths within the field service organization; build a culture of accountability, safety, and customer-first service that is scalable with the business
Establish technician certification and training standards aligned with industry requirements, and equipment-specific commissioning and testing procedures
Set clear performance expectations and metrics across the FS organization coaching the team to enable career growth and succession planning
Identify, qualify, and onboard a network of preferred electrical contractors and field service firms that can serve as overflow capacity in high-demand periods or in geographies where internal coverage is thin.
Develop contractor qualification criteria — technical competency, industry specific requirements
Establish MSA’s, rate cards, scope-of-work templates, and quality oversight protocols for all third-party engagements
Build and manage the ongoing relationship with contractor partners and maintain an active bench of qualified providers
Refine, create, and deploy field service capabilities sold independently of or alongside the original switchgear: startup and commissioning packages, preventative maintenance agreements, extended warranty offerings, and emergency response contracts
Partner with Sales to define service package scope, pricing models, and go-to-market positioning; train the sales team on how to present and sell service contracts
Build the quoting, contracting, and invoicing infrastructure for billable service work; establish clear boundaries between warranty-covered and billable scope.
Track and report field service revenue; develop a multi-year growth roadmap for the service business
Serve as the senior escalation point for major customer field service needs — act as a direct customer-facing leader
Define communication standards for proactive customer updates throughout open service cases
Establish a formal handoff process between cross functional stakeholders PM, Eng, QC, and Field Service ensuring clean ownership transfer and no gaps in customer support.
Develop a customer satisfaction measurement program (CSAT / NPS) specific to field service interactions; use feedback to drive continuous improvement