Director, Field Service

Coke Florida Careers•Tampa, FL

About The Position

The Director, Field Service and Operations leads Coke Florida’s Field Service organization and is accountable for delivering high-quality equipment installation, repair, and maintenance services across our customer outlets. This role provides strategic direction, operation leadership and cross-functional collaboration to ensure best-in-class service, technician productivity and customer satisfaction.

Requirements

Bachelor’s degree required, Masters (MS/MA/MBA) desired.
4+ years of progressive leadership experience (5-7 years preferred) including leadership of leaders.
Experience driving performance metrics and KPIs
Proven experience managing large teams (preferably field based or technician-based) of 100+ associates/team members.
Proven success implementing continuous improvement initiatives (Six Sigma or similar), Ideal candidate will be Lean Six Sigma certified,
Strong capability in optimizing technician schedule, routing and field execution
Demonstrated ability to influence cross-functionally and lead without direct authority
Ability to travel up to 40%, mostly in-state travel.
Must have a driving record with no major moving violations in the last (3) years)
Major moving violations include, but are not limited to, leaving the scene of an accident, driving under the influence, and reckless driving. Minor moving violations include, but are not limited to, speeding, driving too close, failure to stop, and improper lane changes. Driving records, including minor moving violations, will be evaluated according to Coke Florida guidelines to determine eligibility for the position.

Responsibilities

Lead a Field Service Operations team that includes Field Service Installers, Cooler Service/Refrigeration Technicians and Equipment Movers (CDL B) ensuring seamless delivery of installation, repair and service activities.
Develop and execute a service strategy that supports Coke Florida’s goal for equipment placement, customer satisfaction, market share volume and profit growth.
Inspire, coach, and develop managers, supervisors and hourly field teams to drive high engagement and best-in-class service delivery.
Establish and continuously improve best practices for responding to service calls, equipment issues and maximizing first-time fix rates.
Review and leverage data, service tools and technology to drive operational efficiency, technician scheduling and support continuous improvement initiatives.
Oversee key support functions to include dispatching, training, parts management, equipment handling and safety to ensure alignment with field operations and overall business objectives.
Serve as a key point of contact for senior leaders, affiliates and customers regarding Field Service performance and service-level commitments.
Create and/or improve the 3–5-year strategic roadmap.
Be the voice of the Field Service team and capabilities in customer meetings, performance review and strategic planning sessions.
Build strong partnerships with internal stakeholders, partners, and affiliates to ensure seamless execution of work.
Responsible for managing multi-million-dollar budget (to include equipment and company vehicles)
Oversee a large-scale operation of 100+ associates with responsibility for multi-million-dollar budgets, resource planning and performance reporting.