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What you will accomplish as a Director of Technical and Field Service at TAPCO

The Director of Technical and Field Service provides leadership, management, and operational controls to effectively service our customers and grow the financial impact of the department. This role is responsible for leading a nation-wide, results-driven technical, field and customer service team and is responsible for the performance and safety of their team, manage to clear performance metrics, and actively drive the profitability and revenue of the department. This leader is required to have the technical knowledge necessary to provide high-level support to the Service Managers, Field Technicians, and the Technical Support Team. This position is responsible for the post sales support of customers, commissioning of sold products, management of service and preventative maintenance agreements and contracts. This position reports to the COO.

Essential Duties and Responsibilities

Lead and manage technical and customer service teams supporting ITS equipment and solutions

Ensure service delivery meets SLAs for customers and internal stakeholders

Oversee service staff utilization, revenue, and profitability targets

Drive strategic initiatives for financial growth and improvement, as directed by leadership

Develop and enhance processes to boost efficiency and effectiveness

Manage and maintain departmental budget and financial accountability

Support business development of service agreements to increase recurring revenue

Communicate regularly with senior leadership on business status, including financials, operations, and staff development

Implement and manage operational dashboards, reports, budgets, and planning

Collaborate with internal teams to enhance quality in products and software

Work with production and product development teams to improve or develop new solutions

Foster a culture of accountability, responsibility, safety, and adherence to core values

Ensure all necessary licenses and certifications are maintained for business operations

Performs all other duties as assigned

Required Experience and Knowledge/ Skills/Ability

5+ years of relevant field experience

5+ years of software and networking experience

3+ years of management experience with P&L responsibility

Demonstrated ability to achieve results and stated business targets

Strong leadership and financial skills

Managing multiyear contracts and customer relationships

Passion for solutions-oriented and customer centric problem solving that drives customer satisfaction

Strong collaborative and interpersonal skills • Strong verbal and written communication skills

Proven working knowledge of field service operations including project management and maintenance, fleet management and dispatch/routing

Proven working knowledge of phone service operations including customer care center management and practices, phone systems and training

Technical knowledge of the following, but not limited to, ITS systems, firmware and functionality; networking; network switches; serial/IP radios

Advanced understanding of Microsoft: Word, Excel, Outlook; and PowerBI

ERP experience including reporting

Experience with ServiceNow is a benefit

Clean driving record

What TAPCO has to offer you

Quarterly Bonus Program

10 Paid Holidays

Paid Vacation and Personal Time (starting day one)

Four Weeks of Paid Parental Leave with no waiting period

401K Plan with Employer Match (fully vested on day one)

Company-Funded Short-Term

Health, Vision, and Dental insurance

Quarterly Company Events and Lunches

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