Regional Director, Field Services

Summary of Position :

The Director of Field Services is responsible for the strategic, financial, and operational leadership of all field operations within the assigned region. This role ensures the delivery of high-quality service that meets customer expectations, contractual obligations, and corporate objectives. The Director oversees all field personnel and assets, drives operational excellence through the use of automation and technology, and develops a high-performing team aligned with company goals.

This position also carries full P&L responsibility for Field Services, including budgeting, forecasting, financial performance management, cost optimization, and revenue contribution associated with service delivery operations. The Director acts as a key business leader-collaborating cross-functionally, supporting sales and account management efforts, and driving strategic initiatives to support growth, scalability, and customer satisfaction.

Essential Functions:

- Operational Leadership :

• Provide day-to-day leadership of all field operations to ensure customer commitments, SLA compliance, and value-added service delivery.
• Utilize tools for scheduling, dispatch, monitoring, reporting, and performance analytics to maximize workforce efficiency and productivity.
• Ensure all team members are trained, aligned with corporate goals, understand service offerings, and adhere to operational processes.

- Performance & Quality Management :

• Monitor Field Operations performance through metrics, site visits, customer interactions, surveys, and operational reports.
• Identify and execute opportunities for process improvement, efficiency gains, and quality enhancements.
• Develop, implement, and track KPIs that measure productivity, customer satisfaction, and operational excellence.

- Strategic Planning & Organizational Design :

• Develop strategic workforce plans, including staffing levels, organizational structure, locations, and resource allocation to meet projected business needs.
• Lead long-term initiatives that scale field operations in support of company growth, new product/service offerings, and emerging technologies.
• Partner with senior leadership to define multi-year operational strategies and investment priorities.

- Financial Leadership (P&L Responsibility) :

• Own the full P&L for Field Services, including revenue, operating expenses, margins, and financial forecasts.
• Monitor financial performance vs. plan, identifying variances and implementing corrective actions.
• Drive cost optimization without sacrificing service quality or customer satisfaction.

- Customer & Stakeholder Management :

• Support key customer relationships, participate in executive business reviews, and assist Sales/Account Management to maintain and grow accounts.
• Ensure customer commitments and contract requirements are consistently met or exceeded.

- Leadership, Coaching & Talent Development :

• Lead all aspects of team development including hiring, coaching, performance management, mentoring, and career development.
• Set clear expectations and build a culture of accountability, high performance, employee engagement, and continuous improvement.
• Ensure compliance with HR policies and drive a positive, safe, and productive work environment.

- Technology, Tools & Innovation :

• Oversee implementation and utilization of field automation technology and ensure full adoption.
• Evaluate emerging technologies and tools that enhance operational efficiency and service delivery.
• Maintain up-to-date knowledge of telecommunications industry trends, operational best practices, and field service innovations.

- Cross-Functional Collaboration :

• Partner with Sales, Engineering, PMO, Finance, HR, and Supply Chain to align operations with business needs.
• Support pre-sales solution design for service offerings that require field deployment or long-term service delivery.
• Serve as an escalation point for major operational or customer issues.

Required Qualifications :

• College degree
• 10+ years of experience in field service and telecommunications.
• 5+ years of management experience overseeing a distributed, multi-regional field workforce.
• Experience managing and deploying field automation and scheduling tools.
• Strong written and verbal communication skills.
• Demonstrated financial management experience, including operational budgeting and P&L oversight.
• Experience negotiating vendor and customer/business partner contracts.
• Proven track record of exceeding customer expectations and managing large customer relationships.
• Working knowledge of LAN/WAN technologies including routers, switches, and hubs.
• Strong organizational, planning, prioritization, and multitasking skills.
• Proficiency in Word, Excel, PowerPoint, MS Project.

Preferred Qualifications :

• Experience with process improvement methodologies (Lean, Six Sigma, etc.).
• Working knowledge of transport technologies such as Fiber optics, Low Earth Orbit Satellite (LEO), or Fixed Wireless (FWA).
• Project management expertise or certification (PMP or equivalent).

Work Environment / Physical Demands :

• Ability to sit for extended periods while working at a computer.
• Ability to stand, walk, bend, and climb stairs during field visits.
• Occasional lifting or carrying of materials, equipment, or documents up to 25 pounds.
• Ability to travel locally or regionally as needed; may include driving a company or personal vehicle.
• Visual and auditory ability to safely navigate field environments, conduct inspections, and communicate effectively with team members and customers.