Director of Field Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and expand the internal Field Service team.

• Ensure timely resolution of every ticket with a focus on quality, prioritizing based on ticket significance.

• Develop and oversee the triage process, holding the team accountable for adherence.

• Manage relationships, contracts, costs, training, and SOP accountability with third-party installation crews.

• Guarantee that hardware installations are executed correctly on the first attempt.

• Take ownership of installation throughput and SLA achievement for significant Integrator contracts.

• Transition from reactive repairs to proactive measures to maintain reliable field hardware functionality.

• Utilize device health signals to detect failing hardware before customers notice.

• Collaborate with Engineering for root-cause analysis of systemic failures.

• Ensure adherence to equipment installation and servicing protocols and standards.

• Manage the Field Operations budget with a focus on P&L discipline.

• Enhance efficiency and optimize resource distribution towards achieving cost neutrality.

• Equip and train field personnel to recognize on-site upsell opportunities and provide qualified leads to Sales.

• Coordinate reliability initiatives across Customer Success, Supply Chain, and Engineering.

• Enhance fleet uptime, mean time to resolution, installation SLA achievement, and service response time.

⛳️ Requirements

• 7+ years of experience in field service, field operations, or fleet/network operations.

• Proven experience in managing a field team or overseeing managers.

• Demonstrated success in leading internal service teams and external contractor/vendor networks.

• Strong financial acumen, including budget management and cost-efficiency enhancements.

• Commercially minded with an understanding of how exceptional service contributes to the sales pipeline.

• Proficient in utilizing operational data, dashboards, SLAs, and KPIs.

• Experience conducting root-cause analyses in collaboration with engineering teams.

• Outstanding problem-solving and process-improvement skills.

• Experience managing a geographically diverse field workforce.

• Ability to effectively operate within a matrix structure and achieve results across teams without direct management.

• Practical experience in managing a connected-hardware or IoT device fleet is strongly preferred.

• Previous experience in Ag Equipment, AgTech, or a related field is advantageous.

• Willingness to travel to field and client locations as needed, approximately 15–30% of the time.

🏝️ Benefits

• Fast-paced and collaborative work environment.

• Direct and visible impact on the business as well as the pork and poultry industries.

• Freedom to innovate and build.

• Opportunity to share in the growth you help to foster.