Director, Field Service Execution

TriMark•Tampa, FL

4d•Onsite

About The Position

The Director, Field Service Execution leads regional service and rental performance, develops capable teams, and ensures reliable, responsive customer support. The role coaches Service Managers, monitors Service Technician performance, identifies training needs, and partners 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 reports to the President of Service and is field-based, with candidates sought in Tampa, Orlando, or Atlanta. The Director oversees service delivery, technician development, customer experience, rental operations and assets, and financial performance across the assigned region. The role includes regular regional travel for location visits, field observations, customer meetings, and team development, as well as occasional travel outside the region. Work takes place in office, service-facility, and customer-site settings, with availability to support significant customer or operational escalations as needed. Success is measured by service and rental revenue and margin; technician productivity and utilization; response time, first-visit resolution, and repeat-call rates; customer satisfaction; training completion and skill development; rental-asset utilization and readiness; employee retention; safety performance; and timely billing.

Requirements

At least seven 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.
Bachelor’s degree in business, operations, or a related field, or an equivalent combination of education and relevant experience.

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 is preferred.

Responsibilities

Lead, coach, and develop approximately six Service Managers; establish 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 a peer Director to standardize processes, share best practices and resources, and address operational challenges across regions.
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.
Use performance data, manager observations, field visits, and customer feedback to identify skill gaps and develop targeted improvement plans.
Establish and monitor training plans, including ASA training, manufacturer instruction, equipment diagnostics, customer service, and other role-specific requirements as applicable.
Partner with Service Managers on coaching, mentoring, and practical skill assessments; track training completion, certifications, and field-performance improvements.
Partner with Sales and account teams to identify customer needs for repair, preventive maintenance, service agreements, rentals, and 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 issues 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; 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, 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 compliance with company procedures, equipment requirements, and applicable operating standards.