Director, Customer Support & Field Service

Design and implement scalable intake and execution processes for post-shipment customer services, including warranty claims, commissioning support, and field retrofits. Establish service level agreements for response, dispatch, and parts delivery while building reporting infrastructure to track performance. Own the full service delivery workflow from initial contact through root-cause identification, technician scheduling, on-site execution, and work-order closeout. Define and administer warranty policies, budgets, and case management systems with full traceability from claim to resolution. Hire, onboard, and develop a field service organization, establishing role scopes, competency frameworks, and certification standards aligned with industry requirements. Identify and qualify a network of preferred electrical contractors, managing MSA agreements, rate cards, and quality oversight protocols. Refine and deploy field service capabilities sold independently, including startup packages, preventative maintenance agreements, and emergency response contracts. Partner with Sales to define service package scope, pricing models, and go-to-market positioning while building quoting and invoicing infrastructure. Serve as the senior escalation point for major customer field service needs and establish communication standards for proactive updates. Define a formal handoff process between cross-functional stakeholders and develop a customer satisfaction measurement program to drive continuous improvement.