Director, Field Service

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 success
• Strategic and operational planning
• Data analytics and performance management
• Strong Business Acumen
• Technical field service operations
• Critical Thinking
• Broad perspective