Director of Customer Support and Field Services

STULZ USA

. Develop and execute a scalable national support strategy aligned with STULZ’s growth, quality, and customer satisfaction objectives.

Posted 5/17/2026full-timeMaryland, Tennessee, Texas • 🇺🇸 United StatesLead💰 $145,000 - $175,000 per yearWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

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.
Develop service readiness strategies to support product launches and high-demand markets, particularly within mission-critical environments.
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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account STULZ USA Website LinkedIn All Job Openings 501 - 1000 employees 🔧 Hardware 🤝 B2B ⚡ Energy Hardware
B2B
Energy STULZ USA is a company that focuses on providing high-performance cooling solutions and technology for data centers and critical infrastructures. They prioritize innovation and continuous improvement, creating an environment that empowers employees to reach their full creative potential. STULZ USA is recognized as a great place to work due to its commitment to employee satisfaction and community involvement, along with rewarding high performance and fostering a strong company culture. Director of Customer Support and Field Services 🔥 1 hour ago 🏢🏡 null – Hybrid 💵 $145k - $175k / year ⏰ Full Time 🔴 Lead 💝 Customer Support Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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.
Develop service readiness strategies to support product launches and high-demand markets, particularly within mission-critical environments.
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. 🎯 Requirements
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. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Player Support Representative 🕒 Yesterday Aristocrat 5001 - 10000 🎮 Gaming Website LinkedIn All Job Openings Providing outstanding support for players as a Player Support Representative at Aristocrat. Troubleshooting gaming issues, delivering customer service, and ensuring player satisfaction. 🏢🏡 Tulsa – Hybrid 💵 $18 - $24 / hour ⏰ Full Time 🟠 Senior 🔴 Lead 💝 Customer Support 🦅 H1B Visa Sponsor Customer Experience Project Specialist I 🕒 2 days ago Cisco 10,000+ employees 🔧 Hardware 🔐 Security 🏢 Enterprise Website LinkedIn All Job Openings Project Specialist supporting project management initiatives and aligning outcomes with Cisco's business objectives. Collaborating with teams to enhance market positioning through efficient project execution. 🏢🏡 RTP – Hybrid 💵 $77.6k - $113.3k / year ⏰ Full Time 🟠 Senior 🔴 Lead 💝 Customer Support 🦅 H1B Visa Sponsor Vice President – Customer Experience 🕒 3 days ago Semgrep 51 - 200 🔒 Cybersecurity ☁️ SaaS Website LinkedIn All Job Openings VP of Customer Experience leading the full post-sales journey for Semgrep customers. Overseeing deployment engineering, account management, support, and renewals in a hybrid role. 🏢🏡 San Francisco – Hybrid 💵 $300k / year ⏰ Full Time 🔴 Lead 💝 Customer Support Group Manager – Customer Care & Operations 🕒 3 days ago General Motors 10,000+ employees 🚗 Transport ⚡ Energy 🏢 Enterprise Website LinkedIn All Job Openings Manager leading day-to-day customer care performance for GM Energy, stabilizing and standardizing operations. Focusing on operational KPIs and driving performance improvements. 🏢🏡 Warren – Hybrid 💵 $111.7k - $174.7k / year 💰 $500M Grant on 2024-07 ⏰ Full Time 🟠 Senior 🔴 Lead 💝 Customer Support 🦅 H1B Visa Sponsor Customer Experience Manager 🕒 4 days ago General Motors 10,000+ employees 🚗 Transport ⚡ Energy 🏢 Enterprise Website LinkedIn All Job Openings Manager Customer Experience leading a team focused on delivering simplified, connected experiences for customers at General Motors. Driving customer support operations excellence through data analysis and process improvements. 🏢🏡 Warren – Hybrid 💰 $500M Grant on 2024-07 ⏰ Full Time 🟠 Senior 🔴 Lead 💝 Customer Support 🦅 H1B Visa Sponsor View More Customer Support Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

performance analyticsKPI managementservice readiness strategiescost controlcontinuous improvement practicesoperational workflowsfield technician efficiencyfirst-time resolutioncustomer escalation handlingcommercial HVAC systems

Soft Skills

leadershipcommunicationorganizational skillscoachingdevelopment of supervisory staffproblem-solvingteam performance trackingcustomer satisfaction focuscollaborationstrategic planning

Certifications

technical certificationAssociate's degreeBachelor's degree