Head of Field Service – Western Region

Inside the Role

Ideal candidate will not only have a cross-functional background, but will also possess a proven leadership competency that instills integrity and influences the vision of the company. A passion for CX and Customer Support drives candidate to set and accomplish short and long term goals, establish priorities, direct resources strategically, and objectively evaluate outcomes. Final candidate leads teams under a participatory leadership style, encourages and directs employee development, and considers trust as the foundation of teamwork. The person in this position will use continuous improvement methods supported by superior communication and collaboration skills to create a stimulating work environment striving for the highest in performance standards.

Posting Information

We provide a scheduled posting end date to assist our candidates with their application planning. While this date reflects our latest plans, it is subject to change, and postings may be extended or removed earlier than expected.

We Take Care of Our Team

Pay offered dependent on knowledge, skills, and experience 

Benefits include annual variable pay bonus program; company paid company vehicle with insurance and fuel card; 401k company contribution with company match up to 6% as well as non-elective company contribution of 3 - 7% depending on age; non-qualified deferred compensation plan with company contribution of 7% of variable pay;  starting at 4 weeks paid vacation; 13+ holidays per calendar year; Paid parental leave; employee assistance program; comprehensive health care plans and wellness programs; onsite fitness (at some locations); tuition assistance program; volunteer paid time off; short-term and long-term disability plans. 

What You Drive at DTNA

• Ensure that people/resources are adequately deployed to effectively address field needs and performance.
• Lead a team of approximately 30 Field Service and office employees.
• Interface continuously with Dealers, Customers and Detroit/Portland CX Support Teams
• Close collaboration on CX initiatives with other Field Service Directors, CX Org. and Service Operations Team
• Provide information and responses to dealers/customers/field personnel/corporate staff (Ft. Mill and Portland) on field concerns & warranty policies. 
• Support Sales efforts by communicating to potential customers and Dealers with personal visits and presenting the commitment to the product.
• Monitor expenses (travel, communication, etc.) to insure compliance to approved level. 
• Manage, track, and report spend against Policy budget.
• Develop and implement training plans for department personnel to insure that they maximize the capability to perform their respective job functions.
• Foster employee development regarding technical and process competency, communication and social skills, entrepreneurial and leadership competency.
• Ensure timely communication of relevant information and decisions to employees
• Ensure that the targets agreed upon are accomplished
• Guarantee the compliance of all group and location oriented policies (safety and environmental protection regulations, working time order, integrity code, guidelines etc.) according to current regulations/documents.
• Brief or instruct all assigned employees regarding the corresponding regulations and confirm adherence.

Knowledge You Should Bring

• Bachelor’s degree in Manufacturing/ Engineering/Business or related discipline
• 10+ years of field service experience including 4 years management experience with demonstrated leadership success is required.
• Proven ability to lead projects and staff members in companywide projects and policy change, is required

Knowledge or prior experience in the following areas:

• Engineering and project Management

• Production methods and lean manufacturing processes

• Warranty policies

• Freightliner Brand products

• Strategic planning

• Personnel development and mentoring

• Cost management

• Management of technical personnel

• Analytical and problem solving methodology

• Organizational theory and management

• Dealer and Customer relations

Where We Work

This position is open to applicants who can work in (or relocate to) the following location(s)-

Portland, OR US. Relocation assistance for this position is available when the selected candidate meets eligibility criteria.

Schedule Type:

Hybrid (4 days per week in-office / 1 day remote). This schedule builds our #OneTeamBestTeam cult