Director of Service

Director of Service - U.S.

Location: Houston, TX (On-Site)

A leading global manufacturer of lifting and construction equipment is seeking a Director of Service to lead strategy and execution for the US business. This position will oversee regional service teams, warranty administration, and technical support functions, driving service excellence across the country.

The ideal candidate combines strategic leadership with hands-on technical expertise, capable of building a best-in-class service operation while remaining close enough to the product to diagnose and resolve complex field issues.

Key Responsibilities:

• Lead and develop managers overseeing nationwide field service, warranty, and technical support teams.

• Set and execute strategic direction for service operations, ensuring alignment with company goals.

• Drive service efficiency, quality, and response metrics while maintaining customer satisfaction.

• Collaborate closely with Engineering, Parts, Training, and Sales to resolve product issues and improve reliability.

• Oversee budgets, forecasts, and key performance indicators for the service organization.

• Serve as senior escalation point for critical customer concerns and complex product challenges.

Qualifications:

• 10+ years of progressive experience in heavy equipment or capital equipment service leadership.

• Strong technical grounding in cranes, hydraulics, and product support.

• Proven ability to lead multi-site field service operations and develop high-performing teams.

• Excellent communication, problem-solving, and customer relationship management skills.

• Willingness to travel throughout North America as needed (25% travel estimated)