Director of Technical Services

Job Description

Job Description

Struers, the world’s leading manufacturer of material-testing equipment and consumables, is seeking a, is seeking a Director of Technical Services to lead service operations across the United States and Canada. This role is responsible for managing both in-house and field service teams while delivering best-in-class customer support and driving continuous improvement across the service organization.

Position Overview

The Director of Technical Services is responsible for overseeing all service-related activities, ensuring operational efficiency, profitability, and high levels of customer satisfaction. This role leads a team of service professionals, develops strategic initiatives to grow service revenue, and collaborates with customers, vendors, and internal stakeholders across all levels of the organization.

The role plays a critical part in shaping service strategy, improving product performance through data analysis, and supporting global service initiatives. The ideal candidate is a strong leader with a technical background, business acumen, and a passion for developing high-performing teams.

What We Offer

• Competitive compensation
• Comprehensive benefits package including 401(k) with company match and immediate vesting, medical insurance, critical illness coverage, short- and long-term disability, pet insurance, and more
• 15 days of vacation annually, plus sick time, volunteer time, floating holidays, and a birthday holiday
• Opportunity to lead a critical function with direct impact on business growth and customer satisfaction
• Exposure to global operations and collaboration with international teams
• Stable, profitable organization with over 150 years of industry leadership

Primary Duties & Responsibilities

• Develop and execute a service business plan aligned with corporate objectives, including growth, profitability, efficiency, and customer satisfaction
• Lead, manage, and develop a team of service professionals across in-house and field service functions
• Establish and maintain processes that ensure efficient operations and best-in-class customer response
• Serve as the primary liaison between customers and the organization for service-related issues
• Implement continuous training programs and foster a knowledge-sharing culture within the service team
• Analyze service and product data to identify trends, drive improvements, and support product development
• Collaborate with global teams to develop and implement service best practices
• Participate in the implementation and optimization of ERP/service management systems
• Ensure compliance with applicable standards (UL, CSA) and manage calibration processes of testing equipment (ISO 17025)
• Identify opportunities to grow the service business and enhance customer experience
• Participate as a Service Matrix Team Member in global meetings and initiatives

Qualifications

• Previous service management experience required
• Bachelor’s degree preferred or Associate degree in Electrical Engineering (minimum)
• Prior hands-on field service engineering experience preferred
• Experience with ERP or CRM service systems
• Experience with ISO/ASTM standards and compliance environments preferred
• Ability and willingness to travel overnight domestically and internationally

Core Competencies

• Strong leadership skills with the ability to build and motivate high-performing teams
• Business acumen with a clear understanding of service operations and impact on profitability
• Global mindset with the ability to collaborate across regions and cultures
• Analytical and structured problem-solving approach
• Highly organized with strong prioritization skills
• Technical knowledge of electronics, pneumatics, hydraulics, and mechanical systems
• Excellent written and verbal communication skills
• Strong IT proficiency including ERP systems and Microsoft Office (Excel, PowerPoint, Word, Outlook)

Physical Requirements

This position requires the ability to perform the essential functions of the role, with or without reasonable accommodation. The role involves frequent travel, including long-distance and overnight trips, as well as the ability to sit and work at a computer for extended periods. It also requires the ability to stand for extended periods as needed and to effectively work in both office and field environments.