Develop and execute a scalable national support strategy aligned with STULZ’s growth, quality, and customer satisfaction objectives.
Lead functional supervisors across Field Service, Technical Support, Service Coordination, Parts, and Aftermarket Training, ensuring consistency in process, policy, and performance.
Establish and manage performance analytics and KPIs to monitor service execution, identify improvement opportunities, and drive the growth of aftermarket service offerings including spare parts, retrofits, and remote support.
Establish and maintain standardized processes, escalation protocols, and KPIs that drive first-time resolution, field technician efficiency, and customer satisfaction.
Build a leadership pipeline through coaching and development of supervisory staff, preparing the organization for future scale.
Act as a senior escalation point for key accounts and complex service situations.
Track and report team performance across key metrics including response time, resolution rate, aftermarket revenue, and cost control.
Partner with Engineering, Sales, and Manufacturing to resolve systemic issues, improve serviceability, and ensure post-sales alignment.

10+ years of progressive leadership in commercial service operations, technical support, or field service—preferably in mission-critical industries such as data centers, electrical, or mechanical services.
Demonstrated success leading multi-functional teams, improving operational workflows, and managing field-based service organizations.
Strong understanding of service metrics, cost control, customer escalation handling, and continuous improvement practices.
Excellent leadership, communication, and organizational skills.
Experience with ERP/CRM systems and service tools; proficiency in Microsoft Office Suite.
Preferred, but not required: Experience with commercial HVAC systems, data center operations, or mechanical infrastructure.
Associate’s degree or technical certification in a related field; Bachelor’s degree preferred.

Director of Product Support

Key skills