Director Field & Remote Service Ops

Knapp Agency•Kennesaw, GA

33d•Onsite

About The Position

This strategic leadership role oversees the delivery and continuous improvement of Resident Business, Remote Services (including Service Desk and IT Services), Global Plant Services, and Training across North America. The Director will drive operational excellence, standardization, and customer satisfaction while aligning with broader North American strategic goals in collaboration with Senior Leadership stakeholders.

Requirements

Bachelor's degree in Engineering, Business or related field required.
10+ years of experience in industrial services, operations, or engineering leadership, preferably within the material handling or automation industry.
Proven track record of leading large teams or cross-functional departments.
Deep understanding of automated systems, conveyor technologies, robotics, and warehouse operations.
Strong background in optimizing processes, managing budgets, and improving performance metrics.
Experience with remote diagnostics, service desk operations, and IT-enabled support for automated systems.
Familiarity with training and certification programs for technicians working on material handling systems.
Skilled in navigating complex organizational dynamics.
Exceptional communication skills—both verbal and written.
Authorization to work in the U.S.
Up to 35% travel required (domestic and occasional international).
Ability to obtain passport and travel to Europe and Canada
Professional office etiquette is required at all times
Ability to travel by air both domestically (US) and internationally (primarily to Austria and other parts of Europe as well as Canada)
Physical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm's length, and lifting up to 50 pounds.

Nice To Haves

MBA preferred.

Responsibilities

Lead and evolve the on-site and mobile service delivery model across North America, ensuring high performance, customer satisfaction, and alignment with strategic objectives.
Oversee Service Desk teams and IT-enabled service platforms to ensure responsive, reliable, and scalable support for customer operations.
Collaborate with global counterparts to maintain service standardization while driving operational success and innovation in North America.
Lead the Training Team to implement technician development programs, enforce service standards across sites, and promote continuous improvement and reliability.
Partner with executive leadership (VP/SVP/EVP) to support and execute North American service strategies.
Drive KPIs, process improvements, and service innovation across all domains.
Act as a senior escalation point for critical customer issues, ensuring timely resolution and proactive communication.
Perform all other duties as assigned.

Benefits

2 remote days per week
Half day Fridays
A beautiful new, state-of-the-art, office complex in Kennesaw, GA
Industry competitive compensation
Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
401k with a very generous employer match and no vesting!
Paid Vacation & Holidays
Profit Sharing
Paid Parental Leave
Subsidized Daycare
Tuition Reimbursement
Pet Insurance
Subsidized food delivery
Monthly celebrations
Quarterly employee events
Corporate Social Responsibility including recycling, sustainability and volunteering