Head of Field Support (Round Rock)

Head of Field Support

About the Company

Innovative provider of digital thermal processing tools for industrial manufacturing

Industry

Industrial Automation

Type

Privately Held

Employees

51-200

Specialties

• debonding
• curing
• sintering
• soldering
• decontamination
• digital thermal processing
• manufacturing
• semiconductors
• research
• physics
• pulsed-power
• innovation
• applied-energy
• and novel materials

About the Role

The Company is seeking a Head of Field Support to lead its global customer service and support organization. The successful candidate will be responsible for ensuring that customers receive timely, effective, and consistent technical support and field service. This includes overseeing the installation, commissioning, maintenance, and repair of systems, as well as establishing and maintaining escalation processes for rapid issue resolution. The role also involves developing and managing a strong team, defining staffing models and training programs, and driving operational excellence through the development and tracking of KPIs, standardization of service procedures, and the implementation of preventive maintenance programs.

Key responsibilities for the Head of Field Support at the company include leading the global field service and technical support teams, building and managing a strong team, and driving alignment with engineering, manufacturing, and sales functions to maximize customer satisfaction. The role requires significant international travel to engage directly with customers and to establish and strengthen the regional support infrastructure. The ideal candidate will have a background in customer support and service leadership, with a focus on operational excellence and cross-functional alignment. They should also be adept at business strategy and growth, with the ability to define long-term service strategy and explore service-related revenue streams. Compliance with safety, regulatory, and quality standards is essential.

Travel Percent

Less than 10%

Functions