Director of Field Engineering

The Director of Field Engineering is responsible for the development, expansion, and large-scale growth of the Field Engineering Department that seeks to provide support, upgrades, preventative and correct maintenance, along with commissioning support. The incumbent is responsible for leading our Field Services Engineers ensuring proper operation and maintenance of KPI deployed solutions and is a key escalation point for our customers related to this support. This Director oversees the creation and success of a highly capable field services team. Working closely with leaders in Engineering, Customer Support, Resident Maintenance, Sales, and Marketing, this position is accountable for continuously improving the delivery of our services.

As a very visible leader to our customers, the incumbent must demonstrate exceptional leadership, personnel management, and organizational skills.

1. Leads Field Service Teams who perform on-site routine service including commissioning support, brownfield upgrades, service and maintenance.

New Systems

i. Mechanical and electrical installations

ii. Commissioning Engineering

Existing Systems

i. Upgrades, expansions, and recontrols

ii. Preventative Maintenance

Modifications

i. PLC programming and integration

Equipment and Site Audits

2. Oversee the scheduling and training of Field Service Engineering team.

3. Works with Sales to create quotes for Preventative Maintenance, Retrofits, Corrective Maintenance, and Launch support

4. Management and creation of departmental budgets

5. Ensures all customer issues are satisfactorily resolved utilizing engineering and other teams as needed.

6. Conduct effective resource planning to maximize the productivity of resources

7. Ensure various KPI’s and Customer expectations are met or exceeded.

8. Act as the KPI trusted advisor, both internally and externally, to ensure targets and profitability goals are met.

• Bachelor’s degree or master’s degree preferred.

• Minimum of 15 years’ experience in technical / engineering, field service support, with at least 7 years of direct experience managing leaders and agents. [Material Handling, Automation]

• Expert knowledge in Palletizers, high speed sorting and conveying systems – i.e. MDR, Pallet and tote conveying, sorters, PLC Controls

• Demonstrated and verifiable success leading field service and engineering groups

• Ability to work well with customers in stressful situations

• Excellent communication skills with the ability to negotiate through extreme high-pressure situations with customers.

• Must have a strong customer focus and be able to build relationships and establish trust, respect, competence, and confidence effectively and quickly.

• Proven ability to recruit, develop and retain staff.

Supervisory Responsibilities

• This position manages all leaders within the department (3) with a department size of (20+) and is responsible for the management and hiring of the employees within that department.

• Other Requirements/Comments [travel, after hours, physical demands, etc.]

• Regular travel to KPI and Customer facilities as required (up to 40%).