Director, Global Desktop Field Service

Job Title:
Director, Global Desktop Field Service

Job Description:

- The Role: Director, Global Desktop Field Service
- Our site in Pune, India is seeking a Director, Global Desktop Field Service to join our team. The Director of Global Desktop Field Service will lead and oversee the delivery of high-quality field services to clients worldwide, ensuring that all services are aligned with company goals, customer expectations, and operational excellence. This role will be responsible for managing the field service teams, driving service efficiency, ensuring customer satisfaction, and implementing best practices for service delivery across diverse geographic regions.

What You’ll Do:
- Leadership and Strategy:
- Develop and execute the strategic vision for the global Desktop field service function.- Lead and manage a geographically distributed team of managers, and support staff.- Collaborate with senior leadership to align field service strategies with overall business objectives.- Mentor and develop team members, fostering a culture of continuous improvement and operational excellence.- Service Delivery and Operations:
- Ensure high-quality, consistent, and timely service delivery across global markets.- Oversee the execution of service contracts, including the management of service level agreements (SLAs), maintenance, and repair services.- Optimize the service delivery process to improve efficiency, reduce costs, and enhance customer satisfaction.- Ensure that field service teams adhere to safety, quality, and compliance standards.- Customer Relationship Management:
- Build and maintain strong relationships with key customers, ensuring their needs are met and expectations exceeded.- Act as the escalation point for complex or critical customer issues, ensuring rapid resolution.- Analyze customer feedback to identify opportunities for service improvements.- Performance Metrics and Reporting:
- Define key performance indicators (KPIs) for field service teams and measure performance against these targets.- Provide regular reporting to senior management on field service performance, financials, and customer satisfaction.- Use data-driven insights to guide decision-making and continuous improvement efforts.- Cross-Functional Collaboration:
- Work closely with product management, sales, and engineering teams to ensure that the service offering meets customer needs and aligns with product capabilities.- Support new product launches and ensure the successful integration of services in new regions or markets.- Collaborate with logistics and supply chain teams to ensure the availability of parts and resources for field service teams.- Budget and Resource Management:
- Develop and manage the field service department budget, ensuring efficient resource allocation.- Monitor financial performance and implement cost-control measures to stay within budget.- Ensure the proper allocation and training of field service technicians, optimizing the workforce to meet service demands.
- What We Seek:
- Bachelor's degree in Engineering, Business Administration, or a related field (Master’s degree preferred).- Proven experience (10+ years) in a senior field service management role, including at least 5 years in a leadership position.- Strong understanding of field service operations, including global service delivery, resource planning, and customer satisfaction.- Experience managing large, diverse, and remote teams across multiple regions.- Excellent leadership, communication, and interpersonal skills.- Strong analytical skills and a data-driven approach to decision-making.- Ability to travel internationally as required.- Proficiency in CRM and field service management software.- Experience in a technology-driven or complex product environment.- Experience with ITSM processes and tools (e.g. ServiceNow)- Fluency in multiple languages is a plus.