Director, Customer Support & Field Service

Director, Customer Support & Field Service About this position Description: Salary Range: $125,000 - 155,000 annually Hours: M-F - 7:30 - 4:30 "On Site" Travel: Up to 25% at times Must be located in Colorado as this is an in house on site position.

POSITION:

We are seeking a founding Director of Field Service — an experienced leader who will build the function from the ground up, create the processes, tools, and team necessary to serve our customers excellently, and ultimately transform field service from a cost center into a revenue-generating product line. This is a high-impact, high-visibility role for a hands-on builder who is equally comfortable developing strategy and rolling up their sleeves to solve a live customer issue. The right candidate will have deep roots in the electrical equipment or power distribution industry, a strong grasp of switchgear and protective relay systems, and a track record of leading and scaling field service organizations.

KEY RESPONSIBILITIES:

Field Service Operations — End-to-End Process Ownership Design and implement a scalable intake and execution process for all post-shipment customer services — warranty claims, commissioning support, component rework, and field retrofits Establish SLAs for initial customer response, technician dispatch, parts delivery, and work completion; build the reporting infrastructure to track performance against those targets. Own the full service delivery workflow: from first customer contact through root-cause identification, parts procurement, technician scheduling, on-site execution, and formal work-order closeout. Partner with Eng and QC to assure the Field Service team has access to required procedures, specifications, and safety protocols required to effectively execute customer and business requirements Partner with Eng and QC using root-cause and corrective action documentation for continuous improvement Warranty Management Define and administer the company's warranty policy, budget, and reporting processes Build a warranty case management system that provides full traceability from initial claim to final resolution, integrating with the company's ERP and/or CRM platforms Coordinate with Procurement and Suppliers on defective component returns, warranty credits, and vendor accountability for parts-related field failures Team Leadership & Development Hire, onboard, and develop a field service organization to meet current demand and can scale with the business Define role scopes, competency frameworks, and career paths within the field service organization; build a culture of accountability, safety, and customer-first service that is scalable with the business Establish technician certification and training standards aligned with industry requirements, and equipment-specific commissioning and testing procedures Set clear performance expectations and metrics across the FS organization coaching the team to enable career growth and succession planning Third-Party Contractor Network Identify, qualify, and onboard a network of preferred electrical contractors and field service firms that can serve as overflow capacity in high-demand periods or in geographies where internal coverage is thin. Develop contractor qualification criteria — technical competency, industry specific requirements Establish MSA’s, rate cards, scope-of-work templates, and quality oversight protocols for all third-party engagements Build and manage the ongoing relationship with contractor partners and maintain an active bench of qualified providers Field Service as a Revenue Product Refine, create, and deploy field service capabilities sold independently of or alongside the original switchgear: startup and commissioning packages, preventative maintenance agreements, extended warranty offerings, and emergency response contracts Partner with Sales to define service package scope, pricing models, and go-to-market positioning; train the sales team on how to present and sell service contracts Build the quoting, contracting, and invoicing infrastructure for billable service work; establish clear boundaries between warranty-covered and billable scope. Track and report field service revenue; develop a multi-year growth roadmap for the service business Customer Experience & Communication Serve as the senior escalation point for major customer field service needs — act as a direct customer-facing leader Define communication standards for proactive customer updates throughout open service cases Establish a formal handoff process between cross functional stakeholders PM, Eng, QC, and Field Service ensuring clean ownership transfer and no gaps in customer support. Develop a customer satisfaction measurement program (CSAT / NPS) specific to field service interactions; use feedback to drive continuous improvement

QUALIFICATIONS:

Bachelor's degree in Electrical Engineering, Electrical Technology, or a related technical field; equivalent combination of education and directly relevant experience considered 8+ years of field service experience with medium-voltage or low-voltage switchgear, power distribution equipment, or protective relay systems 5+ years of people leadership experience with direct reports in a field service or technical operations environment Demonstrated experience designing, scaling, or significantly improving field service organizations and processes Experience developing or managing third-party contractor/partner relationships for technical field work Strong working knowledge of electrical safety standards and the ability to enforce a safety-first culture in the field Proficiency with field service management platforms and ERP/CRM systems Willingness and ability to travel up to 25% — including occasional short-notice travel to customer sites for critical escalations What also helps put you ahead: Experience at a switchgear manufacturer or OEM in a field service leadership capacity Commercial go-to-market strategy experience Experience with commissioning and startup services for low and medium-voltage switchgear Prior experience in a high-growth or startup environment #J-18808-Ljbffr Kratos Industries LLC