Director of Service- North America

Position Summary:

The Director of Service- North America, is responsible for leading the strategy, operations, and performance of all service functions for RENA Technologies North America. This role oversees service delivery, customer support, field service operations, and post-sales technical support. The Director will drive operation excellence, customer satisfaction, service revenue growth, and cross-functional collaboration to ensure a best-in-class service experience. The Director will work in coordination with the SVP of Global Service based at the Headquarters in Germany.

Essential Job Duties and Responsibilities:

• Strategic Leadership
  • Develop and execute the North America service strategy in alignment with corporate goals.
  • Establish service performance standards, KPIs, and continuous improvement initiatives.
  • Identify opportunities to expand service offerings, revenue, and customer value.
• Operational Management
  • Lead regional service operations, including field service teams, technical support, customer care, and service logistics.
  • Ensure service delivery meets or exceeds quality, response time, and customer satisfaction targets.
  • Manage capacity planning, service scheduling, and resource allocation.
  • Oversee escalations and complex customer issues to ensure timely resolution.
• Team Leadership & Development
  • Lead, mentor, and develop a high-performing, customer-focused service organization.
  • Set clear performance expectations and foster a culture of accountability, safety, and continuous improvement.
  • Partner with global HR on workforce planning, recruiting, performance reviews, and professional development.
• Cross-Functional Collaboration
  • Partner with Sales, Engineering, Product, and Operations to create seamless end-to-end customer experiences.
  • Provide customer feedback and service insights to drive product improvements and service innovation.
  • Collaborate with global service teams to ensure alignment on policies, tools, and best practices.
• Compliance & Quality
  • Ensure adherence to safety standards, compliance requirements, and company policies.
  • Implement and monitor quality assurance programs to improve service consistency and outcomes.

Minimum Qualifications (Experience, Skills, and Education)

• Bachelor’s degree in Business, Engineering, Operations Management, or related field.
  • MBA or advanced degree preferred.
• 10 years of progressive experience in service, operations, field service, or customer support.
• 5 years of leadership experience in a regional or national service role.
• Proven track record of improving service KPIs, operational performance, and customer satisfaction.
• Excellent leadership, communication, and customer relationship skills.
• At least 5 years’ experience in manufacturing, industrial equipment, technology, or service-intensive industry with Semi-conductor tool industry experience preferred.
• Ability to use Microsoft Office Applications.
• Familiarity with CRM, ERP and Field Service management tools preferred.
• Lean, Six-Sigma, or related continuous improvement training preferred.

Key Competencies:

• Strategic thinking
• Operational excellence
• Customer focus
• Data-driven decision making
• Change leadership
• Collaboration & Communication
• Problem solving & escalation management

Physical Requirements & Working Conditions:

Standard office environment including work at a computer terminal. Work involves extended periods of sitting, occasional walking, stooping, bending, and lifting up to 50 pounds. Travel up to 75% of the time to various satellite service stations and customer sites. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Requirements:

Must be able to work in a highly functioning team environment. Display the highest levels of honesty, integrity, and professionalism. Take pride in your work and in the company. Communicate openly and strive for peak performance in daily tasks. Know and deliver the quality service RENA’s customers have come to expect.

This job description is intended to summarize the type and level of work performed by the incumbent and is not an exhaustive list of duties, responsibilities, and requirements.

RENA North America is committed to Equal Opportunity (EEO) and to compliance with all Federal, State, and local laws that prohibit employment discrimination on any basis protected by law.