Director, Field Service Operations
Core
Lead day-to-day field service operations across the in-home service network, ensuring consistent execution, operational discipline, and service quality for consumer electronics and home appliances.
Role type
Senior Director, Field Service Operations
Builds
In-home service network operations, service partner performance, and customer repair experiences
Domain
Consumer Electronics / Home Appliances / Field Service
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Operational leadership, partner network management, KPI analysis, root cause analysis, cross-functional collaboration, strategic planning, team development, process improvement, forecasting, risk management
Preferred skills
Experience in consumer electronics or technology, transformation leadership, executive communication, incentive design
Technologies
GPCA, internal ticketing systems, reporting tools
Responsibilities
Lead day-to-day field service operations across the in-home service network; Drive improvements in key operational metrics including First Time Fix, Long Term Pending, NPS, and repair completion time; Oversee the performance and governance of service partners; Direct management of the FSS call center; Lead the development and execution of new operational programs to improve repair outcomes; Prepare and present operational performance insights to senior leadership
Seniority
Director, strategic & hands-on execution
