Director of Field Service-East Region

GVW Group•Hagerstown, IN

6d•Onsite

About The Position

The Director of Field Service – East Region leads and oversees field service operations across the Eastern region. The role ensures exceptional customer support, timely issue resolution, and effective coordination among field service technicians, customers, dealers, and internal Autocar Trucks teams. The Director is the primary escalation point for complex service issues and serves as a liaison between field operations and engineering, warranty, quality, manufacturing, and other internal teams. The position is located in Hagerstown, Indiana, and requires extensive travel within the East Region. The Director leads, manages, and develops regional field service technicians; establishes performance expectations and training standards; and drives consistent service quality, safety, and operational improvement. The role maintains customer and dealer relationships, addresses service concerns, leads cross-functional resolution of escalated issues, and communicates field feedback to support product improvements. It also monitors service KPIs, reports on performance and risks, and supports budgeting, forecasting, and resource planning for the field service organization.

Requirements

Automotive, business/management, or related-field background, or equivalent experience.
At least 10 years of experience in field service, technical support, or service operations within heavy-duty trucks, commercial vehicles, or industrial equipment.
At least 5 years of people leadership experience managing geographically dispersed teams.
Proven ability to manage customer relationships and resolve high-level service escalations.
Strong technical aptitude and ability to translate field issues into actionable insights for internal teams.
Willingness to travel extensively within the East Region.
Leadership and team development skills.
Customer-focused mindset.
Strong problem-solving and decision-making skills.
Excellent communication skills and executive presence.
Ability to work effectively across functions and organizational levels.
Results-driven approach and continuous improvement orientation.

Nice To Haves

Experience in OEM truck or commercial vehicle manufacturing environments.
Background working closely with engineering and quality teams on product issues.
Demonstrated success driving service process improvements and customer satisfaction initiatives.

Responsibilities

Lead, manage, and develop field service technicians within the East Region.
Establish performance expectations, training standards, and accountability for field service teams.
Ensure service delivery aligns with company policies, processes, and safety standards.
Improve field service efficiency, effectiveness, and technical capability.
Serve as a senior contact for key regional customers and dealer partners, building relationships that support satisfaction and retention.
Address customer concerns and service challenges to minimize downtime and operational impact.
Act as the primary escalation point for critical, complex, or high-impact field service issues.
Lead cross-functional efforts to resolve technical, quality, or service-related challenges, including root cause analysis and permanent corrective actions.
Liaise between field operations and internal teams, including Solutions, Engineering, Quality, Warranty, Manufacturing, Parts, and Product Support.
Provide structured field feedback to support product improvement, reliability initiatives, and design enhancements.
Align field service priorities with business objectives through collaboration with internal stakeholders.
Monitor KPIs such as response times, uptime, customer satisfaction, repeat issues, and warranty trends.
Prepare and present reports on regional field service performance, risks, and improvement initiatives.
Support budgeting, forecasting, and resource planning for the field service organization.
Promote and enforce a strong safety culture and ensure compliance with company policies, regulatory requirements, and customer site safety standards.