Newance
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What you will accomplish as a Director of Technical and Field Service at TAPCO
The Director of Technical and Field Service provides leadership, management, and operational controls to effectively service our customers and grow the financial impact of the department. This role is responsible for leading a nation-wide, results-driven technical, field and customer service team and is responsible for the performance and safety of their team, manage to clear performance metrics, and actively drive the profitability and revenue of the department. This leader is required to have the technical knowledge necessary to provide high-level support to the Service Managers, Field Technicians, and the Technical Support Team. This position is responsible for the post sales support of customers, commissioning of sold products, management of service and preventative maintenance agreements and contracts. This position reports to the COO.
Essential Duties and Responsibilities Lead and manage technical and customer service teams supporting ITS equipment and solutions Ensure service delivery meets SLAs for customers and internal stakeholders Oversee service staff utilization, revenue, and profitability targets Drive strategic initiatives for financial growth and improvement, as directed by leadership Develop and enhance processes to boost efficiency and effectiveness Manage and maintain departmental budget and financial accountability Support business development of service agreements to increase recurring revenue Communicate regularly with senior leadership on business status, including financials, operations, and staff development Implement and manage operational dashboards, reports, budgets, and planning Collaborate with internal teams to enhance quality in products and software Work with production and product development teams to improve or develop new solutions Foster a culture of accountability, responsibility, safety, and adherence to core values Ensure all necessary licenses and certifications are maintained for business operations Performs all other duties as assigned
Required Experience and Knowledge/ Skills/Ability 5+ years of relevant field experience 5+ years of software and networking experience 3+ years of management experience with P&L responsibility Demonstrated ability to achieve results and stated business targets Strong leadership and financial skills Managing multiyear contracts and customer relationships Passion for solutions-oriented and customer centric problem solving that drives customer satisfaction Strong collaborative and interpersonal skills •Strong verbal and written communication skills Proven working knowledge of field service operations including project management and maintenance, fleet management and dispatch/routing Proven working knowledge of phone service operations including customer care center management and practices, phone systems and training Technical knowledge of the following, but not limited to, ITS systems, firmware and functionality; networking; network switches; serial/IP radios Advanced understanding of Microsoft: Word, Excel, Outlook; and PowerBI ERP experience including reporting Experience with ServiceNow is a benefit Clean driving record
What TAPCO has to offer you Quarterly Bonus Program 10 Paid Holidays Paid Vacation and Personal Time (starting day one) Four Weeks of Paid Parental Leave with no waiting period 401K Plan with Employer Match (fully vested on day one) Company-Funded Short-Term Disability Health, Vision, and Dental insurance Quarterly Company Events and Lunches Have a say in TAPCO Happenings by joining the Fun or Safety Committee
What you will accomplish as a Director of Technical and Field Service at TAPCO
The Director of Technical and Field Service provides leadership, management, and operational controls to effectively service our customers and grow the financial impact of the department. This role is responsible for leading a nation-wide, results-driven technical, field and customer service team and is responsible for the performance and safety of their team, manage to clear performance metrics, and actively drive the profitability and revenue of the department. This leader is required to have the technical knowledge necessary to provide high-level support to the Service Managers, Field Technicians, and the Technical Support Team. This position is responsible for the post sales support of customers, commissioning of sold products, management of service and preventative maintenance agreements and contracts. This position reports to the COO.
Essential Duties and Responsibilities Lead and manage technical and customer service teams supporting ITS equipment and solutions Ensure service delivery meets SLAs for customers and internal stakeholders Oversee service staff utilization, revenue, and profitability targets Drive strategic initiatives for financial growth and improvement, as directed by leadership Develop and enhance processes to boost efficiency and effectiveness Manage and maintain departmental budget and financial accountability Support business development of service agreements to increase recurring revenue Communicate regularly with senior leadership on business status, including financials, operations, and staff development Implement and manage operational dashboards, reports, budgets, and planning Collaborate with internal teams to enhance quality in products and software Work with production and product development teams to improve or develop new solutions Foster a culture of accountability, responsibility, safety, and adherence to core values Ensure all necessary licenses and certifications are maintained for business operations Performs all other duties as assigned
Required Experience and Knowledge/ Skills/Ability 5+ years of relevant field experience 5+ years of software and networking experience 3+ years of management experience with P&L responsibility Demonstrated ability to achieve results and stated business targets Strong leadership and financial skills Managing multiyear contracts and customer relationships Passion for solutions-oriented and customer centric problem solving that drives customer satisfaction Strong collaborative and interpersonal skills •Strong verbal and written communication skills Proven working knowledge of field service operations including project management and maintenance, fleet management and dispatch/routing Proven working knowledge of phone service operations including customer care center management and practices, phone systems and training Technical knowledge of the following, but not limited to, ITS systems, firmware and functionality; networking; network switches; serial/IP radios Advanced understanding of Microsoft: Word, Excel, Outlook; and PowerBI ERP experience including reporting Experience with ServiceNow is a benefit Clean driving record
What TAPCO has to offer you Quarterly Bonus Program 10 Paid Holidays Paid Vacation and Personal Time (starting day one) Four Weeks of Paid Parental Leave with no waiting period 401K Plan with Employer Match (fully vested on day one) Company-Funded Short-Term Disability Health, Vision, and Dental insurance Quarterly Company Events and Lunches Have a say in TAPCO Happenings by joining the Fun or Safety Committee