Director of Service - U.S.

TADANO AMERICA CORPORATION • Houston, TX

95d • $160,000 - $180,000

About The Position

The Director of Service will lead Tadano’s U.S. Service operations, overseeing multiple teams including (2) Service Managers, (1) Warranty Manager, and (1) Service Call Center Manager. This role is responsible for ensuring world-class service delivery, customer satisfaction, technician development, and operational efficiency while aligning with Tadano’s mission of Compliance, Safety, Quality & Efficiency.

Requirements

• Bachelor’s degree in Engineering, Business Administration, or a related field. Will consider experience in lieu of education.
• 10+ years of progressive experience in field service operations, with at least 5 years in a leadership role.
• Experience managing multi-site service teams across the U.S. preferred.
• Strong technical background in heavy equipment, cranes, or capital equipment industries.
• Proven ability to develop leaders and drive accountability through performance management.
• Excellent communication, conflict resolution, and customer relationship skills.
• Proficiency in service management software and reporting tools.
• Willingness to travel across North America as needed.

Responsibilities

• Provide strategic leadership and direction for U.S. Service operations.
• Manage, coach, and develop Managers, ensuring effective leadership of all teams.
• Oversee service activities, including warranty work, preventative maintenance, emergency repairs, and technical support.
• Collaborate with internal departments (Engineering, Parts, Training, Sales) to resolve customer issues efficiently.
• Develop and track KPIs for response time, quality, and customer satisfaction.
• Drive continuous improvement initiatives to enhance service delivery and technician productivity.
• Ensure compliance with all safety, environmental, and company policies.
• Prepare and manage budgets, forecasts, and resource allocations for field service operations.
• Build strong customer relationships, serving as a senior point of escalation for service-related issues.
• Provide regular reporting and forecasting to the COO.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees