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Position Details & Responsibilities

Location: Remote – Northwest Illinois, Central Indiana, Northeast Indiana
Travel: Between 50-80%

A growing multi-location equipment organization is seeking a Director of Field Service Sales & Operations to lead and expand its aftermarket sales and mobile service operations across a multi-state footprint.

This is a newly created leadership position with responsibility for both Parts & Service Sales Representatives (PSSRs) and Mobile Service Technicians. The Director will be instrumental in building out PSSR coverage across multiple service centers, driving parts and service revenue, improving mobile service execution, and establishing consistent processes and performance expectations across the organization.

The ideal candidate understands both sides of the aftermarket business - how to grow parts and service sales and how to build the field operations necessary to deliver an exceptional customer experience.

Responsibilities

• Lead PSSR and Mobile Service teams across multiple service centers and states.
• Build and expand the PSSR organization, with the long-term goal of establishing dedicated coverage at each service center.
• Recruit, coach, and develop PSSRs while establishing consistent territory expectations, sales processes, and performance metrics.
• Drive profitable growth in parts, service, preventative maintenance, and other aftermarket solutions.
• Coach PSSRs on consultative selling, account development, customer retention, and identifying new service opportunities.
• Develop and standardize mobile service operations, including scheduling, response times, technician utilization, productivity, safety, and customer communication.
• Maintain regular visibility with key customers and assist with escalated field service and product support issues.
• Analyze revenue, gross margin, labor efficiency, technician utilization, parts margins, pricing, and other aftermarket performance metrics.
• Develop forecasts, budgets, staffing plans, territory strategies, and resource allocation recommendations.
• Identify opportunities to improve profitability, field coverage, operational efficiency, and customer experience.
• Partner closely with Service Management, Equipment Consultants, executive leadership, and other departments to align sales growth with operational capacity.
• Establish scalable processes and best practices that create greater consistency across service centers while supporting continued expansion.
• Travel frequently throughout the company's operating footprint to support employees, customers, and service center leadership.

For more information on this position, please contact Amy Bighorse at Herk & Associates:

AmyB@herkandassociates.com 

Qualifications

• 7+ years of experience in field service operations, product support sales, aftermarket sales, service management, or a related leadership role.
• Proven experience leading teams across multiple branches, territories, or states.
• Strong understanding of PSSR/product support sales, aftermarket parts and service, and mobile field service operations.
• Experience recruiting, coaching, and developing field sales and/or service professionals.
• Strong financial and operational acumen, including experience with revenue, margins, labor utilization, forecasting, budgeting, and profitability.
• Heavy equipment, construction equipment, material handling, industrial equipment, or a similar equipment-related background preferred.
• Experience with ERP and CRM systems required.
• Strong leadership, communication, problem-solving, and organizational skills.
• Ability to build scalable processes while remaining hands-on with employees and customers in the field.
• Must be comfortable with approximately 50-80% travel across a multi-state territory.
• Bachelor's degree preferred; equivalent industry and leadership experience will be considered.