About this role
<p><strong><span style="">Summary:</span></strong></p> <p><span style="">The Director of Customer Support and Field Services leads a national, multi-functional team responsible for delivering a world-class post-shipment experience to STULZ HVAC customers. This role oversees Field Service, Technical Support, Service Coordination, Parts, and Training—ensuring responsiveness, operational excellence, and customer satisfaction across North America.</span></p> <p><span style="">This strategic leadership position requires a seasoned service operations professional with experience managing technical teams in commercial or mission-critical environments such as data centers. While HVAC experience is preferred, candidates with a strong track record in field service, technical support, and customer operations in high-reliability industries will be considered.</span></p> <p> </p> <p><strong><span style="">Essential Duties and Responsibilities:</span></strong></p> <p><strong><span style="">Support Strategy and Leadership</span></strong></p> <ul> <li><span style="">Develop and execute a scalable national support strategy aligned with STULZ’s growth, quality, and customer satisfaction objectives.</span></li> <li><span style="">Lead functional supervisors across Field Service, Technical Support, Service Coordination, Parts, and Aftermarket Training, ensuring consistency in process, policy, and performance.</span></li> <li><span style="">Evolve the organization from tactical-heavy execution to a functionally aligned structure optimized for responsiveness and scalability.</span></li> <li><span style="">Establish and manage performance analytics and KPIs to monitor service execution, identify improvement opportunities, and drive the growth of aftermarket service offerings including spare parts, retrofits, and remote support.</span></li> </ul> <p><strong><span style="">Operational Excellence and Team Development</span></strong></p> <ul> <li><span style="">Establish and maintain standardized processes, escalation protocols, and KPIs that drive first-time resolution, field technician efficiency, and customer satisfaction.</span></li> <li><span style="">Promote a safety-first, service-driven culture across all levels of the team.</span></li> <li><span style="">Build a leadership pipeline through coaching and development of supervisory staff, preparing the organization for future scale.</span></li> </ul> <p><strong><span style="">Customer Experience and Field Enablement</span></strong></p> <ul> <li><span style="">Act as a senior escalation point for key accounts and complex service situations.</span></li> <li><span style="">Develop service readiness strategies to support product launches and high-demand markets, particularly within mission-critical environments.</span></li> <li><span style="">Implement systems for feedback capture and service quality improvement.</span></li> </ul> <p><strong><span style="">Performance Monitoring and Financial Oversight</span></strong></p> <ul> <li><span style="">Track and report team performance across key metrics including response time, resolution rate, aftermarket revenue, and cost control.</span></li> <li><span style="">Lead service forecasting, staff planning, and operational budgeting.</span></li> <li><span style="">Drive service margin improvement through efficiency gains and expanded support offerings (e.g., parts programs, remote support, retrofit services).</span></li> </ul> <p><strong><span style="">Cross-Functional Collaboration</span></strong></p> <ul> <li><span style="">Partner with Engineering, Sales, and Manufacturing to resolve systemic issues, improve serviceability, and ensure post-sales alignment.</span></li> <li><span style="">Support Marketing and Sales with initiatives related to aftermarket programs and customer engagement.</span></li> </ul> <p> </p> <p><strong><span style="">Qualifications:</span></strong></p> <p><span style="">To succeed in this role, candidates must demonstrate the skills and experience necessary to perform the essential duties effectively. Reasonable accommodation will be made for individuals with disabilities.</span></p> <ul> <li><span style="">10+ years of progressive leadership in commercial service operations, technical support, or field service—preferably in mission-critical industries such as data centers, electrical, or mechanical services.</span></li> <li><span style="">Demonstrated success leading multi-functional teams, improving operational workflows, and managing field-based service organizations.</span></li> <li><span style="">Strong understanding of service metrics, cost control, customer escalation handling, and continuous improvement practices.</span></li> <li><span style="">Excellent leadership, communication, and organizational skills.</span></li> <li><span style="">Experience with ERP/CRM systems and service tools; proficiency in Microsoft Office Suite.</span></li> </ul> <p> </p> <p><strong><span style="">Preferred, but not required:</span></strong></p> <ul> <li><span style="">Experience with commercial HVAC systems, data center operations, or mechanical infrastructure.</span></li> <li><span style="">Associate’s degree or technical certification in a related field; Bachelor’s degree preferred</span></li> </ul> <p> </p> <p><span style=""><strong>Salary Range:</strong> $145k - $175k</span></p>