Director, Field Service Operations & Customer Experience

Lead the Service Organization That Powers Intelligent Manufacturing

At HSG Tech Inc., the U.S. subsidiary of HSG Laser, we help manufacturers in 100+ countries shape what’s next in metal forming. We believe intelligent manufacturing changes the future—and superior service keeps it running. Learn more at .

A day in this role

You set the vision for a modern, data-driven service organization. Your morning begins with KPI reviews and a quick sync on active escalations. By midday, you’re aligning field schedules and resources to minimize downtime for high-value customers. In the afternoon, you’re mapping the next wave of process improvements and digital tools to scale our support as we grow.

What you’ll own

• Service strategy and leadership: Define and execute a multi-year roadmap aligned to company objectives and customer expectations. Drive initiatives that elevate service delivery, cut downtime, and enrich the overall experience.
• Operational excellence: Oversee the full lifecycle of service requests—from intake to resolution—ensuring timelines are met and quality is consistent. Direct field teams and technical support, optimizing scheduling, resource allocation, and responsiveness.
• Customer advocacy: Champion a customer-first mindset. Deploy surveys, feedback loops, and follow-up programs to measure quality and take action. Serve as the senior escalation point for complex cases and strategic accounts.
• Process and infrastructure: Design scalable workflows and systems. Build structure in ambiguous areas and lead digital transformation across CRM, ERP, and service management platforms.
• People leadership: Recruit, develop, and mentor a high-performing team. Lead performance reviews, succession planning, and professional development to grow both technical and leadership capabilities.
• Reporting and analytics: Deliver executive-ready reporting on service performance, customer satisfaction, and operational trends. Use data to inform decisions and drive continuous improvement.
• Cross-functional impact: Partner with engineering, product, and sales to ensure service readiness for new launches and to channel customer feedback into product improvements. Represent service in leadership forums and strategic planning.

What makes you successful

• Background: Bachelor’s in Engineering, Business Administration, or related field (preferred). 10+ years in service operations with 5+ years leading at the senior level in an OEM manufacturing or industrial setting as a Service Manager.
• Track record: Proven leadership of technical service teams and experience building the infrastructure behind a scalable service organization.
• Skills: Strategic thinking paired with strong execution. Exceptional communication and interpersonal abilities. Proficiency with CRM, ERP, and service management tools. Advanced analytical capability and comfort with complex datasets. Deep familiarity with machinery, industrial equipment, or technical service environments.
• Work style: Thrives in fast-paced, evolving contexts. Creates clarity where ambiguity exists. Resilient, adaptable, and willing to travel to customer sites, manufacturing facilities, and industry events as needed.

Why HSG

Join a high-growth, global brand where you’ll shape the service function, influence product direction, and help customers keep mission-critical equipment at peak performance.

Compliance

HSG is committed to ensuring equal employment opportunities to all qualified persons without regard to race (including associated hairstyles), color, religion, sex, gender identity, sexual orientation, national origin, ancestry, citizenship status, age, marital status, genetic information, military status, unfavorable discharge from military service, order of protection status, pregnancy, arrest record, disability, or any other status protected by applicable law. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

HSG participates in E-Verify and conducts pre-employment drug testing and background checks as part of our hiring process.