What are the responsibilities and job description for the Director of Field Service & Warranty position at New Way Trucks?
Let's Drive New Way Fearlessly Forward!
Continuing to move Fearlessly Forward New Way Trucks was founded in 1971 in Scranton, IA. Today, New Way Trucks has multiple refuse production and parts facilities throughout Iowa and Mississippi, with equipment operating in all 50 states, as well as Canada, Latin America, Asia, and beyond. We combine small town values with cutting-edge technology to deliver excellence in heavy manufacturing. Come build your future with us at New Way Trucks, apply today!
Leadership and Team Development
- Lead and develop the Field Service and Warranty teams, including managers, technicians, and administration.
- Establish departmental goals, performance metrics, and accountability measures aligned with company objectives.
- Recruit, coach, and develop service talent to support business growth and customer needs.
- Foster a culture focused on customer service, accountability, and continuous improvement.
Field Service Operations
- Direct field service activities including troubleshooting, technical support, repairs, and service training.
- Ensure consistent service processes, standards, and documentation across all service activities.
- Monitor service response times, issue resolution, and field performance metrics.
- Ensure field personnel represent the company professionally with customers and distributors.
Warranty Administration
- Oversee warranty claims processing, analysis, and resolution.
- Monitor warranty costs and trends to identify improvement opportunities.
- Collaborate with engineering and manufacturing to resolve recurring product issues and improve reliability.
- Implement controls and processes to ensure consistent and fair warranty administration.
Customer and Distributor Support
- Build strong relationships with distributors and key customers to support service needs and issue resolution.
- Serve as an escalation point for complex service or warranty concerns.
- Support distributor and customer training initiatives for service, maintenance, and product operation.
- Support development of digital tools and platforms that improve service communication and support.
Strategic Improvement
- Analyze field service and warranty data to identify product, process, or training improvements.
- Partner with engineering and manufacturing teams to implement corrective actions.
- Provide leadership with regular reporting on service performance, warranty trends, and improvement initiatives.
Financial and Resource Management
- Manage field service departmental budgets and service-related expenses.
- Ensure effective use of tools, equipment, and service resources.
- Coordinate service parts and support needs with supply chain and operations teams.
Safety and Compliance
- Promote a culture of safety within the service organization.
- Ensure field service activities comply with company policies and applicable safety regulations.
Qualifications
Education
Bachelor’s degree in Engineering, Business, or related field preferred. Equivalent industry experience may be considered.
Experience
- 8–10 years of experience in field service, technical service, or aftermarket support.
- Minimum 5 years of leadership experience managing service or technical teams.
- Experience in heavy equipment, commercial vehicle, or refuse truck manufacturing strongly preferred.
Skills
- Strong leadership and organizational management skills
- Excellent customer relationship management abilities
- Ability to analyze service data and drive operational improvements
- Technical knowledge of hydraulic, electrical, and mechanical systems
- Strong communication and cross-functional collaboration skills
- Proficiency with business and reporting tools (MS Office, Power BI, Smartsheet)
Work Environment
- Frequent travel required to customer locations, distributors, and manufacturing facilities (approximately 25%).
- Office-based role with regular interaction with engineering, manufacturing, and field teams.
Why New Way Trucks?
- Midwest Values: Integrity, hard work, and community from the core of our operations.
- Innovation at Heart: We are committed to staying ahead of the curve and continually investing in technology and our people.
- Competitive Benefit Package: Competitive wages, comprehensive benefits, and opportunity for professional growth.
Are you ready to build your future with New Way? Apply Now!
This job description describes the general nature and level of work expected of a person assigned to this position. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job-related duties as requested by their supervisor.
This job description describes the general nature and level of work expected of a person assigned to this position. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job-related duties as requested by their supervisor.
Experience
Preferred- Experience in the heavy equipment or refuse truck manufacturing industry is highly preferred.
- Minimum of 8–10 years of experience in field service operations, with at least 5 years in a leadership role.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.