Director of Field Service & Warranty

New Way Trucks•Booneville, MS

2d•Hybrid

About The Position

Leadership and Team Development Lead and develop the Field Service and Warranty teams, including managers, technicians, and administration. Establish departmental goals, performance metrics, and accountability measures aligned with company objectives. Recruit, coach, and develop service talent to support business growth and customer needs. Foster a culture focused on customer service, accountability, and continuous improvement. Field Service Operations Direct field service activities including troubleshooting, technical support, repairs, and service training. Ensure consistent service processes, standards, and documentation across all service activities. Monitor service response times, issue resolution, and field performance metrics. Ensure field personnel represent the company professionally with customers and distributors. Warranty Administration Oversee warranty claims processing, analysis, and resolution. Monitor warranty costs and trends to identify improvement opportunities. Collaborate with engineering and manufacturing to resolve recurring product issues and improve reliability. Implement controls and processes to ensure consistent and fair warranty administration. Customer and Distributor Support Build strong relationships with distributors and key customers to support service needs and issue resolution. Serve as an escalation point for complex service or warranty concerns. Support distributor and customer training initiatives for service, maintenance, and product operation. Support development of digital tools and platforms that improve service communication and support. Strategic Improvement Analyze field service and warranty data to identify product, process, or training improvements. Partner with engineering and manufacturing teams to implement corrective actions. Provide leadership with regular reporting on service performance, warranty trends, and improvement initiatives. Financial and Resource Management Manage field service departmental budgets and service-related expenses. Ensure effective use of tools, equipment, and service resources. Coordinate service parts and support needs with supply chain and operations teams. Safety and Compliance Promote a culture of safety within the service organization. Ensure field service activities comply with company policies and applicable safety regulations.

Requirements

8–10 years of experience in field service, technical service, or aftermarket support.
Minimum 5 years of leadership experience managing service or technical teams.
Strong leadership and organizational management skills
Excellent customer relationship management abilities
Ability to analyze service data and drive operational improvements
Technical knowledge of hydraulic, electrical, and mechanical systems
Strong communication and cross-functional collaboration skills
Proficiency with business and reporting tools (MS Office, Power BI, Smartsheet)

Nice To Haves

Bachelor’s degree in Engineering, Business, or related field preferred.
Experience in heavy equipment, commercial vehicle, or refuse truck manufacturing strongly preferred.

Responsibilities

Lead and develop the Field Service and Warranty teams, including managers, technicians, and administration.
Establish departmental goals, performance metrics, and accountability measures aligned with company objectives.
Recruit, coach, and develop service talent to support business growth and customer needs.
Foster a culture focused on customer service, accountability, and continuous improvement.
Direct field service activities including troubleshooting, technical support, repairs, and service training.
Ensure consistent service processes, standards, and documentation across all service activities.
Monitor service response times, issue resolution, and field performance metrics.
Ensure field personnel represent the company professionally with customers and distributors.
Oversee warranty claims processing, analysis, and resolution.
Monitor warranty costs and trends to identify improvement opportunities.
Collaborate with engineering and manufacturing to resolve recurring product issues and improve reliability.
Implement controls and processes to ensure consistent and fair warranty administration.
Build strong relationships with distributors and key customers to support service needs and issue resolution.
Serve as an escalation point for complex service or warranty concerns.
Support distributor and customer training initiatives for service, maintenance, and product operation.
Support development of digital tools and platforms that improve service communication and support.
Analyze field service and warranty data to identify product, process, or training improvements.
Partner with engineering and manufacturing teams to implement corrective actions.
Provide leadership with regular reporting on service performance, warranty trends, and improvement initiatives.
Manage field service departmental budgets and service-related expenses.
Ensure effective use of tools, equipment, and service resources.
Coordinate service parts and support needs with supply chain and operations teams.
Promote a culture of safety within the service organization.
Ensure field service activities comply with company policies and applicable safety regulations.