Director of Field Services

Position Overview

The Director of Field Services is responsible for protecting Allura's brand reputation in the field while elevating commercial capability across the distributor, dealer, contractor, and builder channels. This role combines technical field services, installer development, and commercial sales training into a single accountable leader who strengthens execution excellence, reduces warranty exposure, and accelerates growth.

The position leads the development of field installation standards, jobsite diagnostics, installer certification, and post-sale technical support, while also driving capability-building programs, onboarding, and national training strategies for sales teams. This role acts as the connective tissue across Sales, Operations, R&D, and Marketing to ensure products are installed correctly, represented accurately, and commercialized effectively.

Key Responsibilities

Field Services & Technical Execution

• Establish and maintain installation standards, best practices, and compliance frameworks.
• Lead job site assessments, technical troubleshooting, and escalation management.
• Build and administer installer certification programs to improve channel competency.
• Analyze field performance trends to identify systemic issues and prevention opportunities.
• Serve as technical liaison with R&D on product improvement and warranty themes.
• Reduce warranty claims through proactive education and field intervention.
• Support product launches with field validation and installer readiness plans.

Sales Enablement & Training

• Design and execute the national commercial training strategy, including onboarding and ongoing development for field and inside sales.
• Produce modular training tools such as playbooks, certification modules, e-learning, and coaching frameworks.
• Conduct capability gap assessments and convert findings into prioritized training initiatives.
• Define and report KPIs to measure training effectiveness and capability improvements.
• Partner with sales leaders to reinforce skill adoption and execution discipline.
• Manage the national commercial training calendar and readiness cadence.
• Coordinate cross-functionally across Product, Marketing, Sales, and Operations to ensure alignment on messaging, positioning, and value drivers.

Channel Execution & GTM Support

• Strengthen pull-through at distributors, dealers, installers, and builders.
• Influence execution quality for new product introductions.
• Support GTM enablement for core markets, new markets, and national accounts.
• Drive consistency across regional teams to improve execution standardization.

Key Performance Indicators (KPIs)

Field Services

• Warranty cost per MSF
• Jobsite defect rate & incident resolution cycle time
• Certified installer penetration rate
• Installer compliance to standards

Sales Enablement

• Ramp-to-productivity time for new hires
• Training certification completion & performance lift
• Execution audit scores in the field
• Product adoption & channel pull-through improvement

Qualifications

Required

• Bachelor's degree in business, Construction Management, Sales, Technical Education, or related.
• 5+ years in building materials, technical sales, or field services.
• Strong understanding of dealer/distributor ecosystems and contractor channels.
• Experience facilitating trainings, certifications, or field instruction.
• Excellent communication and presentation capabilities.
• Ability to travel up to 65%.

Preferred

• Experience leading field service or installer networks.
• Sales enablement, coaching, or capability-building experience.
• Technical credibility with installers, builders, and distributors.
• Exposure to warranty, quality, or product improvement processes.

Organizational Interfaces

Primary Partners:
Sales Leadership, Marketing, Product Management, R&D, Operations, Warranty, Customer Service

External Interfaces:
Distributors, Dealers, Installers, Builders, Contractors, Industry Associations