In short
Must be located in Colorado as this is an in house on site position.
📋 About the job
🕒
ScheduleM-F
✈️
TravelUp to 25% at times
💰Salary Range: $125,000 - 155,000 annually
💵7:30
💵4:30 \"On Site\"
💵Must be located in Colorado as this is an in house on site position.
💼POSITION
We are seeking a founding Director of Field Service — an experienced leader who will build the function from the ground up, create the processes, tools, and team necessary to serve our customers excellently, and ultimately transform field service from a cost center into a revenue-generating product line.
This is a high-impact, high-visibility role for a hands-on builder who is equally comfortable developing strategy and rolling up their sleeves to solve a live customer issue. The right candidate will have deep roots in the electrical equipment or power distribution industry, a strong grasp of switchgear and protective relay systems, and a track record of leading and scaling field service organizations.
✅KEY RESPONSIBILITIES
✅Field Service Operations — End-to-End Process Ownership
✅Design and implement a scalable intake and execution process for all post-shipment customer services — warranty claims, commissioning support, component rework, and field retrofits
✅Establish SLAs for initial customer response, technician dispatch, parts delivery, and work completion; build the reporting infrastructure to track performance against those targets.
✅Own the full service delivery workflow: from first customer contact through root-cause identification, parts procurement, technician scheduling, on-site execution, and formal work-order closeout.
✅Partner with Eng and QC to assure the Field Service team has access to required procedures, specifications, and safety protocols required to effectively execute customer and business requirements
✅Partner with Eng and QC using root-cause and corrective action documentation for continuous improvement
✅Warranty Management
✅Define and administer the company's warranty policy, budget, and reporting processes
✅Build a warranty case management system that provides full traceability from initial claim to final resolution, integrating with the company's ERP and/or CRM platforms
✅Coordinate with Procurement and Suppliers on defective component returns, warranty credits, and vendor accountability for parts-related field failures
✅Team Leadership & Development
✅Hire, onboard, and develop a field service organization to meet current demand and can scale with the business
✅Define role scopes, competency frameworks, and career path…