Director, Field Service Execution

TriMark•Atlanta, GA

About The Position

The Director, Field Service Execution reports to the President of Service and leads regional service and rental performance. This field-based, full-time role is intended for candidates located in Tampa, FL; Orlando, FL; or Atlanta, GA. The Director 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 also works with a peer Director to align operating practices, share resources, and deliver a consistent customer experience across TriMark. The position oversees regional service operations, technician development, customer experience, rental operations and asset management, financial performance, and continuous improvement. Regular travel within the assigned region 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 the role requires availability to support significant customer or operational escalations as needed.

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.
Requires regular travel within the assigned region, with occasional travel outside the region.
Must be available to support significant customer or operational escalations as needed.

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; an equivalent combination of education and relevant experience is also accepted.

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, coordinate support across regions, and address common operational challenges.
Work with Human Resources and Service Managers on hiring, onboarding, performance management, retention, and succession planning for managers and technicians.
Monitor technician performance using productivity, billable utilization, first visit resolution, repeat service calls, workmanship, customer feedback, and safety adherence.
Identify technician skill gaps and create targeted development plans using performance data, manager observations, field visits, and customer feedback.
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 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 customer needs for repair, preventive maintenance, service agreements, rentals, and additional equipment support.
Evaluate service coverage, technician capabilities, and capacity before making 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; 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 adherence to company procedures, equipment requirements, and applicable operating standards.