Director of Service- North America

RENA Technologies North A•Albany, OR

21h

About The Position

The Director of Service- North America, is responsible for leading the strategy, operations, and performance of all service functions for RENA Technologies North America. This role oversees service delivery, customer support, field service operations, and post-sales technical support. The Director will drive operation excellence, customer satisfaction, service revenue growth, and cross-functional collaboration to ensure a best-in-class service experience. The Director will work in coordination with the SVP of Global Service based at the Headquarters in Germany.

Requirements

Bachelor’s degree in Business, Engineering, Operations Management, or related field.
10+ years of progressive experience in service, operations, field service, or customer support.
5+ years of leadership experience in a regional or national service role.
Proven track record of improving service KPIs, operational performance, and customer satisfaction.
Excellent leadership, communication, and customer relationship skills.
At least 5 years’ experience in manufacturing, industrial equipment, technology, or service-intensive industry with Semi-conductor tool industry experience preferred.
Ability to use Microsoft Office Applications.

Nice To Haves

MBA or advanced degree preferred.
Familiarity with CRM, ERP and Field Service management tools preferred.
Lean, Six-Sigma, or related continuous improvement training preferred.

Responsibilities

Strategic Leadership
Develop and execute the North America service strategy in alignment with corporate goals.
Establish service performance standards, KPIs, and continuous improvement initiatives.
Identify opportunities to expand service offerings, revenue, and customer value.
Operational Management
Lead regional service operations, including field service teams, technical support, customer care, and service logistics.
Ensure service delivery meets or exceeds quality, response time, and customer satisfaction targets.
Manage capacity planning, service scheduling, and resource allocation.
Oversee escalations and complex customer issues to ensure timely resolution.
Team Leadership & Development
Lead, mentor, and develop a high-performing, customer-focused service organization.
Set clear performance expectations and foster a culture of accountability, safety, and continuous improvement.
Partner with global HR on workforce planning, recruiting, performance reviews, and professional development.
Cross-Functional Collaboration
Partner with Sales, Engineering, Product, and Operations to create seamless end-to-end customer experiences.
Provide customer feedback and service insights to drive product improvements and service innovation.
Collaborate with global service teams to ensure alignment on policies, tools, and best practices.
Compliance & Quality
Ensure adherence to safety standards, compliance requirements, and company policies.
Implement and monitor quality assurance programs to improve service consistency and outcomes.