Benefits:
401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance
Let's Drive New Way Fearlessly Forward!
New Way Trucks is the largest family-owned refuse-first equipment manufacturer in North America, spanning three generations. New Way Trucks, founded in Scranton, Iowa in 1971, remains dedicated to our team, distributors and our customers. We've stayed fiercely true to our small-town values and continue to be a nimble force in the industry, adapting to changing times and innovating practical solutions our customers need most. With manufacturing facilities in Iowa and Mississippi, New Way proudly builds trucks and parts for fleets in all 50 states, plus Canada, Latin America, and more.
The Director of Field Service is a strategic leader responsible for overseeing all field service operations and training, and warranty, ensuring exceptional customer support, and optimizing service delivery for the refuse truck manufacturing business. This role directs the Field Service team, collaborates with cross-functional departments, and drives initiatives to enhance service quality, customer satisfaction, and operational efficiency.
Your Role in Our Mission:
Leadership and Team Development:
Lead and mentor the Field Service Manager and technicians to ensure alignment with company goals and values.
Recruit, train, and develop talent within the Field Service team to meet evolving customer and business needs.
Establish performance metrics and conduct regular reviews to ensure accountability and professional growth.
Service Operations Management:
Oversee field service operations, including troubleshooting, repairs, warranty claims, and customer technical support.
Develop and implement standardized service processes and procedures to ensure consistency and quality across all locations.
Monitor service response times and resolution rates, ensuring timely and effective support for customers and dealers.
Ensure service team members represent the company in a positive, professional manner.
Customer and Distributor Support:
Build strong relationships with customers and distributors to understand their needs and address service-related concerns proactively.
Serve as an escalation point for complex service and warranty issues, ensuring prompt resolution and customer satisfaction.
Collaborate with the sales and distributor support teams to provide technical demonstrations and training.
Develop training curriculum for service, parts, and operator training.
Leverage new and existing electronic platforms to enhance customer and distributor experience.
Strategic Planning and Continuous Improvement:
Develop and execute a strategic vision for the Field Service department, aligning with company goals.
Identify trends and analyze service data to drive continuous improvement initiatives, reduce downtime, and enhance product reliability.
Collaborate with engineering and manufacturing teams to address recurring product issues and implement corrective actions.
Produce and present regular reports and dashboards for service and warranty to executive management.
Budgeting and Resource Allocation:
Manage the Field Service department’s budget, ensuring optimal resource allocation and cost efficiency.
Oversee inventory levels of service tools, parts, and equipment, coordinating with supply chain teams as needed.
Compliance and Safety:
Ensure all service activities comply with company policies, safety standards, and regulatory requirements.
Promote a culture of safety within the Field Service team, emphasizing adherence to OSHA and DOT guidelines.
To Perform this Job Successfully:
Bachelor’s degree in Business Administration, Engineering, or a related field; equivalent experience may be considered.
Minimum of 8–10 years of experience in field service operations, with at least 5 years in a leadership role.
Experience in the heavy equipment or refuse truck manufacturing industry is highly preferred.
Strong leadership and team management skills with the ability to motivate and develop talent.
Exceptional customer service and interpersonal skills.
Proficiency in analyzing service data and implementing process improvements.
Technical knowledge of hydraulics, electrical systems, and diagnostics related to refuse trucks.
Strong project management and organizational skills.
Excellent verbal and written communication skills.
Why New Way Trucks?
Family Owned: Experience a close-knit atmosphere where every team member is valued, and contributions recognized.
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.
Flexible work from home options available.