Director, Field Operations

Position Details (What will you be doing?) 

The Director, Field Operations will be responsible for all initiatives for ecoATM’s Field Operations, including the supply and maintenance of a nationwide network of remotely monitored and controlled trade-in Kiosks by internal and external partners with a budget of $25M. (This is expected to increase as the scope of the role expands to encompass other operational functions.) 

This role will be the lead relationship manager with several strategic partners who help service our network of machines. The role will directly interface with C-level executives and with our Strategic Partners across the nation. The Director is a key leader of the Kiosk Operations Team whose mission is to achieve and sustain Operational Excellence. They will develop our Field Operations staff to deliver superior Customer Service and field repair services.  

The Field Operations team’s objective is to optimize kiosk network performance through strategic, data-driven vendor performance management. This role will drive increased creation and utilization of automated alerting capabilities and key metrics that drive benefits in uptime%.  

 

Additional responsibilities: 

• Drive kiosk uptime across the network by leading efforts to move from reactive repair to preventative maintenance. 
• Provide data-driven insights and solutions by using analytics and reporting to drive and improve operating costs each year and establish predictive and preventative maintenance plans.  
• Be accountable for the kiosk network operating budget, deeply understand and continuously reduce the drivers of operating costs per kiosk, and rationalize and negotiate high-dollar 3rd-party contracts including wireless data, field support, replacement parts, and cash replenishment. 
• Establish expertise on kiosk-level performance for the business to develop and disseminate performance insights that add value to the current business and guide future growth.   
• For projects with IT or Analytics components, this role will serve as the primary point of contact (e.g., Consulted) for Product Management to formalize processes and business requirements and then perform business readiness testing prior to Go Live.    
• Provide feedback and input to the kiosk hardware engineering and manufacturing teams to increase uptime, remove sources of kiosk downtime, ensure ample supply of spare parts according to statistical failure rates, and ensure designed-in field maintainability and ease-of-repair in existing and new kiosk designs. 
• Ensure kiosk technology standards and processes are established, documented, deployed, revision-controlled, and followed. 
• Evaluate and create workflows for field service optimization software and mobile apps to optimally monitor, deploy, and track field service personnel, spare parts, and collected devices. 
• Work with supply chain and hardware engineering to evaluate specifications of kiosk components to improve customer experience while improving costs. 
• Define departmental KPI’s and Metrics to assess performance relative to service levels, ensuring the staff is focused on providing high standards of service and support.

Education & Experience (What education and experience will you need to be successful?) 

• Bachelor’s in Industrial Engineering, Mechanical, manufacturing or Electrical Engineering or similar technical degrees are preferred.  
• Specialized certifications (e.g., PMP) or other graduate degrees a plus.   
• 15+ years of operations, manufacturing and/or engineering experience.  
• Implementing preventive/predictive maintenance plans on highly complex electro-mechanical machines a plus 
• 5+ years experience in advanced support of complex, integrated hardware & software systems   
• 5+ years experience managing service vendors (Field Service is a plus), including creating and revising SOWs, contracts, and performance SLAs.   
• Advanced experience with data analytics tools to provide insights and reporting. 
• Experience with continuous improvement programs or Lean/Six Sigma activities. Green Belt+ Certification a plus.   
• Financial Analysis Experience 
• Proficient use of PC and standard office software systems. MS Office, Salesforce & Tableau. 

Knowledge, Skills & Abilities (What knowledge, skills and abilities will you need to be successful?) 

• Solutions-oriented Leadership Skills and an adept understanding of organizational dynamics and company culture.   
• Experience collaborating with key stakeholders across the business and driving key strategic initiatives to design and implement operational programs and processes.