Director, Field Service & Technical Support

Luminator Technology Group • Plano, TX

2d

About The Position

At Luminator Technology Group, we believe we are Better Together. We always put the Customer First, focus on achieving Results, strive to Be the Best, and foster a culture of Respect & Trust.
We are on a mission to innovate and revolutionize global transportation technology. Luminator is a global leader spanning over 85 countries and nearly 1,000 employees
Luminator is seeking a Director, Field Service & Technical Support to join our team. The Director, Field Service & Technical Support will be responsible for driving service excellence, operational performance, and revenue growth across Luminator’s Field Service and Technical Support organizations in North America. This role owns the end-to-end execution of customer-facing technical operations - from proactive maintenance and reactive support to data-driven reliability improvements and scalable service offerings. The Director will play a critical role in transforming service from a cost center into a growth engine by expanding contract-based field services, improving margins, and turning operational data into actionable insights for Engineering and Product teams. This leader will partner closely with Sales, Solutions Engineering, Engineering, and Product Leaders to ensure Luminator delivers a consistent, high-quality customer experience while scaling efficiently.

Requirements

• Bachelor’s degree in business, engineering, operations management, or a related field. Advanced degree preferred.
• Minimum 8+ years of experience leading Field Service and/or After Sales Product Support organizations in customer-facing, technical environment.
• Minimum 5+ years of experience in a business and/or operational management leadership or similar role.
• Proficiency with Microsoft Office applications, including but not limited to Outlook, Teams, Word, Excel, and PowerPoint required.
• Experience with project management applications, ticketing systems, or payroll systems in database tools required.
• Proven experience managing geographically distributed teams across North America.
• Strong operational leadership skills with a track record of improving service performance, efficiency, and customer satisfaction.
• Experience partnering cross-functionally with Sales, Engineering, Product, and Solutions teams.
• Strong business acumen with the ability to drive margin improvement and service revenue growth.
• Familiarity with installation and configuration of technical products.
• Demonstrated ability to create and maintain highly effective teams.
• Proficiency in data analysis and reporting tools (e.g., Excel,).
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Experience managing a Profit & Loss statement, cost control, inventory management, customer facing metric management (KPI, etc.)
• Lead and grow relationships between cross-functional teams in multiple locations across North America.
• Ability to pass background and drug screening requirements in accordance with both company and customer policies, procedures, and requirements.
• Valid driver's license with a good driving record.
• Willingness to travel across North America as needed to support customers, teams, and strategic initiatives.

Nice To Haves

• Experience with Sytline, SalesForce, Replicon, or ZenDesk preferred.
• PMP/PMI, Agile Framework, Lean, or Six Sigma certification preferred.

Responsibilities

• Lead geographically distributed Field Service and Technical Support teams across North America, ensuring consistent execution, accountability, and customer outcomes.
• Serve as the primary technical operations leader for service performance.
• Ensure contractual commitments, SLAs, preventive and corrective maintenance schedules, and customer expectations are consistently met or exceeded.
• Drive a strong culture of ownership, accountability, and continuous improvement across all service teams.
• Identify, pursue, and secure new Field Service opportunities across North America.
• Build a repeatable engagement model for agencies requiring PM/CM programs, audits, retrofits, training, and contract-based field support.
• Partner with Sales and Solutions Engineering to scope, price, and deliver high-margin service offerings tailored to smaller fleets and emerging customers.
• Support long-term growth of Field Service revenue through proactive maintenance programs and expanded service contracts.
• Own and continuously improve core service performance metrics, including: SLA compliance Work order aging PM/CM completion rates Technical Support case trends First-Time Fix Rate (FTFR) Technician productivity
• Establish clear performance expectations, dashboards, and operating rhythms to drive accountability at all levels of the organization.
• Ensure field execution, technical support workflows, and escalation paths are clearly defined, efficient, and consistently followed.
• Continue building, refining, and optimizing Salesforce workflows, dashboards, and data models to support Field Service and Technical Support operations.
• Ensure real-time visibility into device health, failure trends, repeat issues, and emerging reliability risks across customer fleets.
• Leverage connected-asset data and service telemetry to proactively identify risks, reduce downtime, and improve customer outcomes.
• Partner closely with Engineering to translate service data—including case trends, alarm patterns, PM/CM findings, and failure modes—into actionable product improvements.
• Provide Engineering and Product teams with clear, data-backed insights to influence roadmaps, quality initiatives, and design decisions.
• Help accelerate root-cause analysis and corrective actions by ensuring Engineering has access to accurate, structured, and timely service data.

Benefits

• Competitive compensation with career growth potential.
• Generous time off: Vacation and sick time, 10 company holidays, and 2 floating holidays.
• Educational Assistance Program: Robust reimbursement program for professional growth.
• Health and wellness: Medical, dental, and vision coverage plus 401k matching.
• Benefits effective on Day #1

What This Job Offers

• Job Type: Full-time
• Career Level: Director