Director, Field Service Execution

TriMark•Tampa, FL

4d•Onsite

About The Position

The Director, Field Service Execution reports to the President of Service and leads regional service and rental performance. The role builds capable teams and ensures reliable, responsive customer support by coaching Service Managers, monitoring Service Technician performance, identifying training needs, and partnering with Sales to expand service and rental opportunities. The Director works with a peer Director to align operating practices, share resources, and provide a consistent customer experience across TriMark. The position is field based and seeks candidates located in Tampa, FL; Orlando, FL; or Atlanta, GA. The Director oversees regional service delivery and rental operations, develops managers and technicians, monitors financial and operational performance, and supports customer relationships and business growth. Regular regional travel is required for location visits, field observations, customer meetings, and team development, with occasional travel outside the region. Work takes place in office, service facility, and customer site settings, and may require availability to support significant customer or operational escalations. Performance is evaluated through service and rental revenue and margin; technician productivity and utilization; response time, first visit resolution, and repeat call rates; customer satisfaction; training completion and demonstrated skill development; rental asset utilization and readiness; employee retention; safety performance; and timely billing.

Requirements

Seven or more years of progressive experience in field service, equipment service, rental operations, or a related business.
At least three years of experience leading managers or multiple locations.
Demonstrated ability to improve technician performance, develop Service Managers, and translate training needs into measurable improvements.
Strong financial and operational skills, including budgeting, margin analysis, capacity planning, and performance reporting.
Ability to build productive partnerships with Sales, manage customer escalations, and balance growth opportunities with operating capacity.
Proficiency with service management systems, reporting tools, and Microsoft Office.
Strong communication, coaching, and problem-solving skills.
Regular travel within the assigned region and occasional travel outside the region.

Nice To Haves

Experience in commercial foodservice equipment service.
Familiarity with equipment repair, preventive maintenance, dispatch, parts, warranty processes, and rental asset management.
Bachelor’s degree in business, operations, or a related field, or an equivalent combination of education and relevant experience.

Responsibilities

Lead, coach, and develop approximately six Service Managers; set goals, review results, and hold teams accountable for service quality, customer satisfaction, and financial performance.
Oversee regional service delivery, including staffing, dispatch, scheduling, workload balance, emergency response, and timely completion of customer commitments.
Partner with the peer Director to standardize processes, share best practices, coordinate support across regions, and address operational challenges.
Work with Human Resources and Service Managers on hiring, onboarding, performance management, retention, and succession planning for managers and technicians.
Monitor technician productivity, billable utilization, first visit resolution, repeat service calls, workmanship, customer feedback, and adherence to safety expectations.
Identify technician skill gaps using performance data, manager observations, field visits, and customer feedback, and create targeted development plans.
Establish and monitor training plans, including ASA training, manufacturer instruction, equipment diagnostics, customer service, and other applicable role-specific requirements.
Partner with Service Managers to coach and mentor technicians, conduct practical skill assessments, and track training completion, certifications, and field performance improvements.
Partner with Sales and account teams to identify needs for repair, preventive maintenance, service agreements, rentals, and additional equipment support.
Evaluate service coverage, technician capabilities, and capacity before new customer commitments; support proposals, scope development, and handoffs from Sales to Service.
Resolve escalated service issues, communicate recovery plans, and address recurring problems affecting customer operations or satisfaction.
Oversee rental equipment availability, readiness, maintenance, delivery, pickup, and turnaround with local teams.
Monitor rental asset utilization, condition, repair costs, and availability, and recommend redeployment, replacement, or additional investment based on demand and business results.
Ensure accurate rental records, clear customer terms, timely billing, and coordination among Service, Sales, Operations, and Finance.
Manage regional budgets and review service and rental revenue, margins, labor costs, overtime, parts usage, warranty recovery, and other controllable expenses.
Ensure timely and accurate work orders, service documentation, estimates, and billing; address open work orders, billing delays, and revenue leakage.
Maintain an operating scorecard and review performance with Service Managers; identify root causes and assign corrective actions with owners and completion dates.
Promote safe work practices and adherence to company procedures, equipment requirements, and applicable operating standards.
Travel regularly within the assigned region for location visits, field observations, customer meetings, and team development, and occasionally travel outside the region.