Role Summary
The Service Director is responsible for leading all after-sales service operations across the Americas for aerial equipment, supply chain, including field service, shop service, warranty, parts coordination, and customer relationships. This role ensures high equipment uptime, strong customer satisfaction, and profitable service operations across all regions.
Key Responsibilities • Lead and scale service operations for equipment • Oversee field service coordinators, field service representative, supply chain management and shop operations. • Establish service KPIs: response time, first-time fix rate, uptime, warranty recovery, labor utilization • Responsible for developing, standardizing, and implementing SOPs across all regions to ensure operational alignment, compliance, and continuous improvement • Partner with Product teams to address recurring equipment issues and quality feedback • Drive service profitability through labor efficiency, service contracts, and parts attachment • Develop training programs for technicians on models, hydraulics, electrical systems, and controls • Support customers, rental partners, and strategic accounts with escalated service issues • Manage service budgeting, forecasting, and headcount planning • Implement standardized service processes across branches or regions Qualifications • 8–12+ years of global experience in service leadership within equipment, or industrial machinery • Strong technical understanding of hydraulics, electrical systems, and diesel/electric powertrains • Proven experience leading field service teams and multi-site operations • Familiarity with rental industry expectations and uptime-driven service models • Experience working with OEMs, warranty administration, and parts systems • Strong leadership, process discipline, and customer-facing communication skills Preferred Background • Equipment manufacturer or rental company • Experience with North and South America service operations • Bilingual (English/Spanish or Portuguese) a plus
Key Responsibilities • Lead and scale service operations for equipment • Oversee field service coordinators, field service representative, supply chain management and shop operations. • Establish service KPIs: response time, first-time fix rate, uptime, warranty recovery, labor utilization • Responsible for developing, standardizing, and implementing SOPs across all regions to ensure operational alignment, compliance, and continuous improvement • Partner with Product teams to address recurring equipment issues and quality feedback • Drive service profitability through labor efficiency, service contracts, and parts attachment • Develop training programs for technicians on models, hydraulics, electrical systems, and controls • Support customers, rental partners, and strategic accounts with escalated service issues • Manage service budgeting, forecasting, and headcount planning • Implement standardized service processes across branches or regions Qualifications • 8–12+ years of global experience in service leadership within equipment, or industrial machinery • Strong technical understanding of hydraulics, electrical systems, and diesel/electric powertrains • Proven experience leading field service teams and multi-site operations • Familiarity with rental industry expectations and uptime-driven service models • Experience working with OEMs, warranty administration, and parts systems • Strong leadership, process discipline, and customer-facing communication skills Preferred Background • Equipment manufacturer or rental company • Experience with North and South America service operations • Bilingual (English/Spanish or Portuguese) a plus