Director, Global Field & Partner Operations

🕒 il y a 11 jours

☕ Washington – Distant

☕ Washington – Remote

💵 $170 000 - $230 000 / an

⏰ Temps Plein

🔴 Expert

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Precor

Site WebLinkedInTous les Emplois

501 - 1000 employés

🧘 Bien-être

🏭 Fabrication

🤝 B2B

Wellness • Manufacturing • B2B

Precor est un fabricant d'équipements d'exercice haut de gamme et de solutions de fitness connectées pour les marchés commerciaux et résidentiels. Basée dans la région du Grand Seattle, Precor fournit depuis plus de 40 ans des produits de cardio, de renforcement musculaire, de fitness fonctionnel, d'entraînement en groupe et des produits connectés à des clubs, des services hôteliers, des résidences, des entreprises et des établissements d'enseignement à travers le monde. L'entreprise combine une fabrication basée aux États-Unis avec des bureaux internationaux et a enregistré plus d'un milliard d'entraînements sur sa plateforme connectée, mettant l'accent sur la précision, la fiabilité et la performance pour les installations de fitness et les consommateurs.

Description

• Lead and scale global direct field service operations to support growth, service demand, and customer expectations • Drive operational excellence across scheduling, dispatch, utilization, and service delivery performance • Establish and track key KPIs including first-time fix rate, time-to-service, productivity, and customer satisfaction • Develop and execute a long-term global service strategy that aligns operational capabilities with company growth objectives • Drive continuous improvement initiatives that improve service quality, customer experience, and operational efficiency • Build a scalable operating model that balances direct and partner delivery efficiently • Define and implement a global partner service strategy across independent service providers (ISPs) and distributors • Assess distributor service capabilities and partner with them to elevate performance and consistency • Establish global service standards, certification requirements, and performance benchmarks • Build governance frameworks, scorecards, and regular operating cadences with partners • Ensure alignment between direct and distributor service models to deliver a unified customer experience • Conduct regular business reviews with strategic partners and distributors to drive accountability and performance improvements. • Own global installation strategy, including network design, partner selection, and performance management • Improve speed, quality, and consistency of installations across all channels • Implement readiness standards, installation processes, and quality controls • Drive improvements in install-to-service handoff and overall customer onboarding experience • Lead the paid service business development team focused on growing field-driven revenue streams • Drive adoption and sales of extended warranties, preventative maintenance programs, and service contracts • Partner cross-functionally with Sales, Support, and Order Lifecycle teams to embed service into the customer journey • Develop scalable programs and incentives that enable both direct teams and partners to drive service revenue • Establish revenue growth targets and performance metrics for field-generated service revenue opportunities. • Build and execute a strategy to scale global field operations efficiently in line with company growth targets • Optimize technician utilization through effective routing, scheduling, territory design, and capacity planning • Define utilization targets and productivity benchmarks across both direct teams and partners • Implement workforce planning models that align demand, skillsets, and geographic coverage • Reduce downtime, travel inefficiencies, and non-productive time through data-driven optimization • Leverage data, analytics, and systems to continuously improve cost-to-serve and operational performance • Define and implement a global field inventory strategy for both direct technicians and partner networks • Optimize van stock levels and forward stocking locations to improve first-time fix rates and reduce repeat visits • Partner with Supply Chain to align parts forecasting, availability, and replenishment strategies with field demand • Establish inventory controls, tracking, and accountability across all service channels • Reduce excess inventory and obsolescence while ensuring high service readiness • Drive standardization of critical spare parts kits by product and region • Partner with Service Systems & Optimization to define requirements for field management systems, scheduling tools, and partner platforms • Enable global visibility into service performance, utilization, and inventory across direct and partner networks • Standardize processes, workflows, and reporting to ensure consistency and scalability • Develop executive-level dashboards and reporting to provide visibility into operational health and business performance. • Lead, coach, and develop a high-performing global team across field operations, partner management, and service sales • Build organizational capability to support a growing, global service footprint • Foster a culture of accountability, continuous improvement, and customer-first thinking • Develop succession plans and organizational capabilities to support long-term global growth.

🎯 Exigences

• 10+ years of experience in field service operations, partner management, or service delivery leadership • Proven experience managing both direct and partner-based service models at scale • Strong background in global operations, ideally across multiple regions (Americas, EMEA, APAC) • Demonstrated success in driving operational efficiency and scaling service organizations • Experience building and managing partner/distributor networks and governance models • Strong commercial acumen with experience growing service revenue streams • Data-driven leader with experience using analytics to drive performance improvements

🏖️ Avantages

• Medical, dental and vision insurance • Generous paid time off policy • Short-term and long-term disability • Access to Employee Assistance Program; including access to mental health services • 401(k) including employer match • Pet insurance and so much more!