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KNAPP North America · 2 days ago

Director Field & Remote Service Ops

United States

Full-time

Remote

Director/Executive

10+ years exp

KNAPP North America is a global leader in intelligent solutions for digitizing and automating supply chains. The Director of Field & Remote Service Ops will oversee service delivery and continuous improvement across North America, driving operational excellence and customer satisfaction in collaboration with senior leadership.

Industrial Automation

Responsibilities

Lead and evolve the on-site and mobile service delivery model across North America, ensuring high performance, customer satisfaction, and alignment with strategic objectives

Oversee Service Desk teams and IT-enabled service platforms to ensure responsive, reliable, and scalable support for customer operations

Collaborate with global counterparts to maintain service standardization while driving operational success and innovation in North America

Lead the Training Team to implement technician development programs, enforce service standards across sites, and promote continuous improvement and reliability

Partner with executive leadership (VP/SVP/EVP) to support and execute North American service strategies

Drive KPIs, process improvements, and service innovation across all domains

Act as a senior escalation point for critical customer issues, ensuring timely resolution and proactive communication

Perform all other duties as assigned

Qualification

Engineering leadershipAutomated systemsService desk operationsProcess optimizationTraining programsBudget managementCommunication skillsCross-functional leadership

Required

Bachelor's degree in Engineering, Business or related field required

10+ years of experience in industrial services, operations, or engineering leadership, preferably within the material handling or automation industry

Proven track record of leading large teams or cross-functional departments

Deep understanding of automated systems, conveyor technologies, robotics, and warehouse operations

Strong background in optimizing processes, managing budgets, and improving performance metrics

Experience with remote diagnostics, service desk operations, and IT-enabled support for automated systems

Familiarity with training and certification programs for technicians working on material handling systems

Skilled in navigating complex organizational dynamics

Exceptional communication skills—both verbal and written

Authorization to work in the U.S

Up to 35% travel required (domestic and occasional international)

Ability to obtain passport and travel to Europe and Canada

Professional office etiquette is required at all times

Ability to travel by air both domestically (US) and internationally (primarily to Austria and other parts of Europe as well as Canada)

Physical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm's length, and lifting up to 50 pounds

Preferred

MBA preferred

Benefits

Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!

401k with a very generous employer match and no vesting!

Paid Vacation & Holidays

Profit Sharing

Paid Parental Leave

Subsidized Daycare

Tuition Reimbursement

Pet Insurance

Subsidized food delivery

Monthly celebrations

Quarterly employee events

Corporate Social Responsibility including recycling, sustainability and volunteering