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Project Management
Director of Field Services
@Haydenai
[Hiring] Director of Field Services @Haydenai
Mar 26, 2025 - Haydenai is hiring a remote Director of Field Services. 💸 Salary: unspecified. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
This role involves operational leadership of the Field Services team, which is responsible for device monitoring, remote troubleshooting, remote repairs, and field repairs.
- Strategic oversight and leadership of the Field Services team
- Develop and manage SLAs and KPIs to consistently meet system uptime targets
- Establish and maintain processes and workflows for ticket triage, device issue diagnosis, and resolution
- Design and implement data-driven processes to improve response times, resolution rates, and system availability
- Manage department P&L, which includes forecasting
- Identify opportunities for automation, tooling enhancements, and operational efficiency
- Build a culture of continuous improvement, driving proactive problem-solving and root-cause analysis
- Lead Kaizen events and other process improvement initiatives
- Set clear performance goals and provide ongoing feedback and development opportunities
- Foster a collaborative, customer-centric culture
- Demonstrated business process engineering/re-engineering experience using Six Sigma, Lean or other formal process improvement methodology
Qualifications
- Bachelor’s degree
- 10+ years of relevant experience in field services, service operations, supply chain, or related field
- 5+ years of effective people leadership, including demonstrated skills ranging from work direction, motivation, coaching/feedback, and developing assigned staff with the expected outcome of a consistently positive client experience and SLA attainment
- Strong understanding of device monitoring tools, diagnostic scripts, and remote repair processes
- Experience working cross-functionally with Engineering and Client Success teams
- Ability to interpret and act on operational data and performance metrics
- Demonstrated experience driving continuous improvement initiatives
- Excellent communication and client-facing skills
- Lean Six Sigma Training and Certification (Green belt or Black belt)
Benefits
- Endless learning and development opportunities from a highly diverse and talented peer group
- Options for medical, dental, and vision coverage for employees and dependents (for US employees)
- Flexible Spending Account (FSA) and Dependent Care Flexible Spending Account (DCFSA)
- 401(k) with 3% company matching
- Unlimited PTO
- Daily catered lunches in our San Francisco office
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Project Management
Project Management
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 26, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
