Luminator Technology Group · 1 day ago
Director, Field Service & Technical Support
Plano, TX
Full-time
Onsite
Director/Executive
8+ years expLuminator Technology Group is a global leader in transportation technology, seeking a Director, Field Service & Technical Support to enhance service excellence and operational performance. This role involves leading field service teams, driving revenue growth, and collaborating with various departments to ensure high-quality customer experiences across North America.
ElectronicsInformation ServicesInformation TechnologyLightingManufacturingTelecommunicationsTransportation
Responsibilities
Lead geographically distributed Field Service and Technical Support teams across North America, ensuring consistent execution, accountability, and customer outcomes
Serve as the primary technical operations leader for service performance
Ensure contractual commitments, SLAs, preventive and corrective maintenance schedules, and customer expectations are consistently met or exceeded
Drive a strong culture of ownership, accountability, and continuous improvement across all service teams
Identify, pursue, and secure new Field Service opportunities across North America
Build a repeatable engagement model for agencies requiring PM/CM programs, audits, retrofits, training, and contract-based field support
Partner with Sales and Solutions Engineering to scope, price, and deliver high-margin service offerings tailored to smaller fleets and emerging customers
Support long-term growth of Field Service revenue through proactive maintenance programs and expanded service contracts
Own and continuously improve core service performance metrics, including: SLA compliance, Work order aging, PM/CM completion rates, Technical Support case trends, First-Time Fix Rate (FTFR), Technician productivity
Establish clear performance expectations, dashboards, and operating rhythms to drive accountability at all levels of the organization
Ensure field execution, technical support workflows, and escalation paths are clearly defined, efficient, and consistently followed
Continue building, refining, and optimizing Salesforce workflows, dashboards, and data models to support Field Service and Technical Support operations
Ensure real-time visibility into device health, failure trends, repeat issues, and emerging reliability risks across customer fleets
Leverage connected-asset data and service telemetry to proactively identify risks, reduce downtime, and improve customer outcomes
Partner closely with Engineering to translate service data—including case trends, alarm patterns, PM/CM findings, and failure modes—into actionable product improvements
Provide Engineering and Product teams with clear, data-backed insights to influence roadmaps, quality initiatives, and design decisions
Help accelerate root-cause analysis and corrective actions by ensuring Engineering has access to accurate, structured, and timely service data
Qualification
Required
Bachelor's degree in business, engineering, operations management, or a related field
Minimum 8+ years of experience leading Field Service and/or After Sales Product Support organizations in customer-facing, technical environment
Minimum 5+ years of experience in a business and/or operational management leadership or similar role
Proficiency with Microsoft Office applications, including but not limited to Outlook, Teams, Word, Excel, and PowerPoint required
Experience with project management applications, ticketing systems, or payroll systems in database tools required
Proven experience managing geographically distributed teams across North America
Strong operational leadership skills with a track record of improving service performance, efficiency, and customer satisfaction
Experience partnering cross-functionally with Sales, Engineering, Product, and Solutions teams
Strong business acumen with the ability to drive margin improvement and service revenue growth
Familiarity with installation and configuration of technical products
Demonstrated ability to create and maintain highly effective teams
Proficiency in data analysis and reporting tools (e.g., Excel)
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
Experience managing a Profit & Loss statement, cost control, inventory management, customer facing metric management (KPI, etc.)
Lead and grow relationships between cross-functional teams in multiple locations across North America
Ability to pass background and drug screening requirements in accordance with both company and customer policies, procedures, and requirements
Valid driver's license with a good driving record
Willingness to travel across North America as needed to support customers, teams, and strategic initiatives
Preferred
Advanced degree preferred
Experience with Sytline, SalesForce, Replicon, or ZenDesk preferred
PMP/PMI, Agile Framework, Lean, or Six Sigma certification preferred
Benefits
Competitive compensation with career growth potential.
Generous time off: Vacation and sick time, 10 company holidays, and 2 floating holidays.
Educational Assistance Program: Robust reimbursement program for professional growth.
Health and wellness: Medical, dental, and vision coverage plus 401k matching.
Benefits effective on Day #1
Company
Luminator Technology Group
Luminator Technology Group manufactures LED-based lighting technology and passenger information systems for the transportation industry.
501-1000 employees
H1B Sponsorship
Luminator Technology Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (7)
2022 (1)
2021 (5)
Funding
Current Stage
Late StageTotal Funding
$37MKey Investors
Siemens Financial Services
2014-04-07Acquired
2011-11-09Series Unknown· $37M
Leadership Team
Magnus Friberg
Chief Executive Officer
Bill Dyer
Chief Product Officer
Recent News
EIN Presswire
2025-06-21
2024-11-07
Company data provided by crunchbase