Director, Field Service
Company: Dover Fueling Solutions
Location: Austin
Posted on: February 21, 2025
Job Description:
At Dover Fueling Solutions (DFS), we are taking fueling and
convenience retail to the next level. We are passionate about
cultivating excellence in everything we do, but what really fuels
us is our people. They're the heart of our company. As an employee,
our promise to you is that you'll work on new and innovative
products and solutions, be mentored by managers and teammates who
are collaborative, caring, and act with integrity, and have the
opportunity to grow in ways that are meaningful to you. Unique and
interesting projects - both locally and globally - will challenge
you and allow you to pursue different and rewarding career paths.
We are #EnergizedByGrowth. -DFS is part of a legacy of leadership
that spans back generations, made up of some of the most trusted,
leading-edge brands in the industry. As part of Dover Corporation
and with our talented, innovative, outstanding people, we are doing
great things and redefining what is possible in fueling and
convenience retail. Providing advanced fuel-dispensing equipment,
including clean energy solutions, systems and payment, automatic
tank gauging and wet stock-management solutions, DFS comprises the
product brands of Wayne Fueling Systems, OPW Fuel Management
Systems, ClearView, Tokheim, ProGauge, Fairbanks, LIQAL, AvaLAN,
and Bulloch Technologies. Headquartered in Austin, TX, DFS has a
significant technology development and manufacturing presence
worldwide, including facilities in Brazil, China, India, Italy,
Poland, the Netherlands, the United Kingdom and the United
States.The Director of Field Service Operations will be responsible
for developing and implementing a comprehensive field service
strategy that aligns with the company's growth objectives. This
role will oversee and optimize the performance of third-party
service providers, ensuring high-quality customer support,
operational management of third party POS relationships, and
effective field service validation and testing. The Director will
lead technical field service resources and adjust service delivery
strategies to support business growth and evolving customer needs.
- -Key Responsibilities: -1. Field Service Strategy Development and
Implementation
Develop and implement a robust field
service strategy that aligns with overall company goals and
customer expectations.Continuously adapt and refine the strategy to
accommodate business growth, market changes, and evolving customer
needs.Develop and implement best practices for field service
operations, optimizing resource allocation and response
times.Monitor service quality and customer satisfaction,
implementing corrective actions as needed. -2. Performance
Management of Third-Party Service Providers
Manage relationships with third-party
service providers, setting performance metrics and
expectations.Oversee regular performance reviews to ensure service
quality, timeliness, and compliance with established SLAs
(service-level agreements).Lead negotiations and contract
management with third-party vendors to optimize cost-effectiveness
and performance. -3. Technical Field Service Resources Management
Lead the product integration team
responsible for conducting field validation testing of new products
and product updates.Ensure technical teams are adequately trained,
equipped, and supported to meet product delivery standards.Ensure
that all product initiatives are tested rigorously and meet
customer requirements in real-world conditions before full-scale
deployment.Collaborate with product management teams to incorporate
field feedback into product development cycles. -4. Customer
Support and Field Service Quality Assurance
Oversee technical customer support
activities to ensure swift and effective resolution of customer
issues.Implement quality control measures to maintain high service
standards and consistency across all field operations.Collaborate
with Quality, Engineering, and Operations to identify improvement
opportunities based on field performance - Monitor customer
feedback and adjust field service processes as needed to enhance
customer satisfaction and loyalty. -5. Third-Party POS
Implementation and Support
Oversee the planning and ongoing
support of third-party POS systems, ensuring successful and
seamless product implementations.Collaborate with cross-functional
teams to align POS implementation with company policies and
customer requirements. -6. Data Analysis and Reporting
Utilize data analytics to monitor
field service performance, identify areas for improvement, and
report on key metrics to senior leadership.Participate in product
root-cause investigations and develop strategies to address gaps.
-7. People Leadership and Cross-Functional Collaboration
Provide leadership, coaching and
mentoring for the field services team; prioritize workload and
efforts based on business needs and customer demands.Work closely
with product management, sales, engineering, and quality teams to
align field service activities with broader company
goals.Facilitate communication and feedback loops between field
teams and internal departments to ensure continuous improvement.
-Qualifications:
Bachelor's degree in Business,
Engineering, Operations Management, or a related field; advanced
degree preferred.10+ years of experience in field service
management, with at least 7 years in a leadership role; retail
petroleum industry experience is a plus.Proven experience managing
third-party service providers and technical field teams.Strong
understanding of field service management, customer support, and
quality assurance.Exceptional analytical skills and experience with
data-driven performance management.Excellent communication,
negotiation, and relationship-building skills.Sees the big picture
and promotes consideration of multiple perspectives. - -Skills:
- Experience -with sales -and customer
successStrategic and operational planningData analytics and
performance managementStrong Business AcumenTechnical field service
operationsCritical Thinking
- Broad perspective We consider several job-related,
non-discriminatory factors when determining the pay rate for a
position, including, but not limited to, the position's
responsibilities, a candidate's work experience, a candidate's
education/training, the position's location, and the key skills
needed for the position. - Pay is one of the Total Rewards that we
provide to compensate and recognize employees for their work. -All
qualified applicants will receive consideration for employment
without discrimination on the basis of race, colour, religion, sex,
sexual orientation, gender identity, national origin, protected
veteran status, disability, age, genetic information, or any other
factors prohibited by law.Attention Applicants: If you are an
individual with a disability and require a reasonable accommodation
to complete any part of the application process, please let us
know. Likewise, if you are limited in the ability to access or use
this online application process and need an alternative method for
applying, we will determine an alternate way for you to apply.
Please contact - -for assistance with an accommodation. - -
Keywords: Dover Fueling Solutions, Austin , Director, Field Service, Executive , Austin, Texas
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