Position Overview

The Director of Field Operations leads and oversees all field service, technical support, and regional sales activities within the Prowash / Laundry-Warewash division. This position is responsible for driving operational excellence, optimizing service delivery, and ensuring customer satisfaction across multiple regions. The Director will manage Regional Service Managers and Regional Sales Managers, ensuring alignment with company goals and adherence to performance standards. This role plays a critical part in coaching field teams, streamlining operations, and collaborating with sales leadership to support business growth.

Responsibilities Include:

Strategic Leadership & Execution:
- Develop and implement field operations strategies to improve service efficiency and sales performance.
- Ensure alignment with corporate goals and industry best practices.
- Monitor KPIs and performance metrics to drive continuous improvement.
Team Management & Development:
- Provide leadership, coaching, and performance management for Regional Service Managers and Regional Sales Managers.
- Develop and execute training programs for service technicians and sales teams.
- Foster a culture of teamwork, accountability, and professional growth.
Operational Excellence:
- Oversee all aspects of service installation, maintenance, and equipment repair to ensure customer satisfaction.
- Optimize resource allocation, service schedules, and inventory management for operational efficiency.
- Implement cost-reduction and process improvement initiatives across all field operations.
Customer Relations & Business Support:
- Collaborate with the sales team to drive customer acquisition and retention.
- Address escalated customer service issues and ensure prompt resolution.
- Enhance customer relationships through service excellence and operational reliability.
Compliance & Safety:
- Ensure adherence to health, safety, and environmental regulations across all field activities.
- Maintain compliance with company policies and industry standards.

The Ideal Candidate Will Have:

Education & Experience:
- Bachelor's degree in Business, Engineering, Operations Management, or related field (preferred).
- 8 years of leadership experience in field operations, service management, or sales management in the commercial laundry, warewash, or food service industries.
- Proven track record of leading remote field teams and driving operational success.
Key Skills & Competencies:
- Strategic Leadership: Ability to align field operations with overall business goals.
- Technical Expertise: Strong understanding of commercial laundry, warewash, and food service equipment installation & service.
- People Leadership: Skilled in coaching and developing field teams.
- Customer Focus: Strong commitment to customer service and relationship management.
- Problem-Solving & Decision-Making: Ability to navigate complex operational challenges.
- Project Management: Experience managing multiple projects and priorities simultaneously.
- Technology Proficiency: Experience with CRM and service management software.
- Data Analysis: Ability to analyze service metrics and identify opportunities for improvement.
- Communication & Collaboration: Strong interpersonal skills to work cross-functionally.

This position offers a competitive starting salary and comprehensive benefits program.

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North American Corporation of Illinois

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Director of Field Operations