Description

TARGAN is looking for a Director of Field Operations who will be responsible for developing and executing an operational strategy to provide best-in-class service and support for our customers. This position oversees all facets of field services, technical services, system installation & implementation, and training. This position will require a high degree of technical expertise, a “Role-Up Your Sleeve” attitude, customer service skills, and managerial adaptability. Commercial poultry production knowledge is a plus. This individual will be responsible for projecting the company’s image to our customers and partners, developing productive and reliable workforces, and supporting and moving our service staff towards increased efficiency while building a modern field-facing service organization.

Responsibilities:

• Establish a highly effective field services team responsible for maintaining TARGAN’s commercial systems performance via routine preventative maintenance, diagnostics & troubleshooting, and effective customer engagement and communications.
• Establish a knowledgeable and efficient Field Installation Team responsible for onsite system installations, initial operational validation and performance monitoring, and customer operational training of any TARGAN system installed in a commercial poultry hatchery. 
• Oversee a robust TARGAN training program ensuring all technical field-based personnel are properly trained and certified to effectively operate, maintain, diagnose, troubleshoot, and repair all commercially placed TARGAN poultry equipment and systems.
• Direct field and technical service teams through installations, diagnostics, troubleshooting, evaluations, repairs, retrofits, and contracted maintenance work to ensure that all quality, performance, and financial deliverables are met.
• Develop, implement, and maintain systems, policies, and procedures for field services including management reports, metrics, and KPIs 
• Monitor and track system operational and service results. Take corrective actions, improve execution and future performance
• Develop and clearly define the Service Level Agreement (SLA) standards and obligations between TARGAN and our customers 
• Cultivate relationships with key customer stakeholders to better understand their service needs, manage SLA expectations, and act as an escalation point for any customer concerns
• Oversee the physical health of all field-based company assets; develop and implement a “best-in-class” service team to maintain optimal system performance.
• Drive a high-performance culture focused on safety, integrity, and compliance under required national, local, and site safety, environmental, and OSHA regulations
• Coordinate materials, inventory, fleet vehicles, technicians, and maintenance requirements; set, achieve, and improve upon service-level targets for system reliability and uptime
• Measure service activities and prepare reports, including analytics and insights into actual and expected performance; identify issues and improvement opportunities
• Use knowledge of customer needs, service processes, poultry operations, and TARGAN systems to drive continuous improvement initiatives.
• Using a thorough understanding of TARGANS systems, develop and maintain key performance indicators (KPIs), servicing protocols, and current performance trends in the field.
• Provide managerial decisions for all issues affecting field & technical services, field installation, and training teams, including, but not limited to, staffing, goal setting, performance management, training support, and assignment of projects and tasks
• Maintain open communication with customers after installation and ensure optimum system performance. 
• Act as a collaborative partner to the veterinary service, sales, production, systems engineering, and R&D organizations; align strategies to grow revenue and solidify performance and reliability in the field 
• Ability to be “on-call" and accessible on nights and weekends for urgent situations.

Requirements

Education:

• BS degree in engineering, business, or other applicable field of study
• Ten (10) or more years of total experience in a field service, field maintenance, engineering, or related role with at least five (5) years of experience leading or supervising direct reports.

Qualifications: 

• Experience being the point of contact with external customers
• Previous management experience leading, mentoring, and developing manager or supervisor-level direct reports
• Ability to effectively communicate with diverse audiences and stakeholders at all levels, both internally and externally
• Proven ability to successfully develop technical solutions in a variety of environments while considering a multitude of constraints
• History of cultivating strong teams with high morale and unification of purpose
• Possess financial acumen in areas including, managing cost tracking, budgeting, and forecasting
• Ability to challenge the status quo to evolve and improve the service organization
• Demonstrated analytical abilities with strong attention to detail
• Superior written and verbal communication skills
• Very strong organization and attention to detail
• Proven ability to work under pressure, organize, manage, and prioritize multiple deliverables
• Highly positive energy, self-motivated, and can-do personality
• Advanced knowledge of Microsoft Office: Excel, Word, and Outlook

 Working Conditions & Physical Requirements: 

• Office environment and customer hatchery facilities
• Travel as needed up to 50% 
• Lift more than 25 pounds.