Director of Customer Support - Field Services

Job not on LinkedIn

June 13

🦀 Maryland – Remote

Although this job is listed in Maryland, this company may be open to hiring remote in other states.

🎸 Tennessee – Remote

Although this job is listed in Tennessee, this company may be open to hiring remote in other states.

+1 more states

🦀 Maryland – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

💵 $145k - $175k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

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STULZ USA

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Hardware • B2B • Energy

STULZ USA is a company that focuses on providing high-performance cooling solutions and technology for data centers and critical infrastructures. They prioritize innovation and continuous improvement, creating an environment that empowers employees to reach their full creative potential. STULZ USA is recognized as a great place to work due to its commitment to employee satisfaction and community involvement, along with rewarding high performance and fostering a strong company culture.

501 - 1000 employees

🔧 Hardware

🤝 B2B

⚡ Energy

📋 Description

• Lead a national team responsible for delivering world-class post-shipment experience to STULZ HVAC customers. • Oversee Field Service, Technical Support, Service Coordination, Parts, and Training. • Develop and execute a national support strategy aligned with growth and customer satisfaction objectives. • Establish and manage performance analytics and KPIs to monitor service execution. • Build a leadership pipeline through coaching and development of supervisory staff. • Act as a senior escalation point for key accounts and complex service situations. • Track and report team performance across key metrics including response time and resolution rate. • Partner with Engineering, Sales, and Manufacturing to resolve systemic issues.

🎯 Requirements

• 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. • Demonstrated success leading multi-functional teams, improving operational workflows, and managing field-based service organizations. • Strong understanding of service metrics, cost control, customer escalation handling, and continuous improvement practices. • Excellent leadership, communication, and organizational skills. • Experience with ERP/CRM systems and service tools; proficiency in Microsoft Office Suite. • Preferred, but not required: Experience with commercial HVAC systems, data center operations, or mechanical infrastructure. • Associate’s degree or technical certification in a related field; Bachelor’s degree preferred.