STULZ USA · 2 days ago
Director of Customer Support and Field Services
Frederick, MD
Full-time
Onsite
Director/Executive
10+ years expSTULZ USA is seeking a Director of Customer Support and Field Services to lead a national, multi-functional team responsible for delivering a world-class post-shipment experience. This role oversees various functions including Field Service, Technical Support, and Training, ensuring operational excellence and customer satisfaction across North America.
ConsultingInformation Technology
Hiring Manager
Ana A.
Responsibilities
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
Evolve the organization from tactical-heavy execution to a functionally aligned structure optimized for responsiveness and scalability
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
Promote a safety-first, service-driven culture across all levels of the team
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
Implement systems for feedback capture and service quality improvement
Track and report team performance across key metrics including response time, resolution rate, aftermarket revenue, and cost control
Lead service forecasting, staff planning, and operational budgeting
Drive service margin improvement through efficiency gains and expanded support offerings (e.g., parts programs, remote support, retrofit services)
Partner with Engineering, Sales, and Manufacturing to resolve systemic issues, improve serviceability, and ensure post-sales alignment
Support Marketing and Sales with initiatives related to aftermarket programs and customer engagement
Qualification
Required
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
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
Company
STULZ USA
STULZ USA is an engineering company that provides temperature and humidity management services.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Timothy Pierce
Chief Financial Officer
Sukina Mackall
Human Resources Business Partner
Company data provided by crunchbase