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Director of Technical and Field Service

TAPCO Inc.
150000.00 To 170000.00 (USD) Annually
dental insurance, parental leave, paid holidays, 401(k)
5100 West Brown Deer Road (Show on map)
Jul 21, 2025

If you are looking to be part of a company focused on making our roads and communities safer, apply to join our team of talented individuals today!

*Please note - The pay rate will be based on experience. This position also includes a bonus plan*

What TAPCO has to offer you

  • Quarterly Bonus Program
  • 10 Paid Holidays
  • Paid Vacation and Personal Time (starting day one)
  • Four Weeks of Paid Parental Leave with no waiting period
  • 401K Plan with Employer Match (fully vested on day one)
  • Company-Funded Short-Term Disability
  • Health, Vision, and Dental insurance
  • Quarterly Company Events and Lunches
  • Have a say in TAPCO Happenings by joining the Fun or Safety Committee

What you will accomplish as a Director of Technical and Field Service at TAPCO

The Director of Technical and Field Service provides leadership, management, and operational controls to effectively service our customers and grow the financial impact of the department. This role is responsible for leading a nation-wide, results-driven technical, field and customer service team and is responsible for the performance and safety of their team, manage to clear performance metrics, and actively drive the profitability and revenue of the department. This leader is required to have the technical knowledge necessary to provide high-level support to the Service Managers, Field Technicians, and the Technical Support Team. This position is responsible for the post sales support of customers, commissioning of sold products, management of service and preventative maintenance agreements and contracts. This position reports to the COO.

Essential Duties and Responsibilities

  • Lead and manage technical and customer service teams supporting ITS equipment and solutions
  • Ensure service delivery meets SLAs for customers and internal stakeholders
  • Oversee service staff utilization, revenue, and profitability targets
  • Drive strategic initiatives for financial growth and improvement, as directed by leadership
  • Develop and enhance processes to boost efficiency and effectiveness
  • Manage and maintain departmental budget and financial accountability
  • Support business development of service agreements to increase recurring revenue
  • Communicate regularly with senior leadership on business status, including financials, operations, and staff development
  • Implement and manage operational dashboards, reports, budgets, and planning
  • Collaborate with internal teams to enhance quality in products and software
  • Work with production and product development teams to improve or develop new solutions
  • Foster a culture of accountability, responsibility, safety, and adherence to core values
  • Ensure all necessary licenses and certifications are maintained for business operations
  • Performs all other duties as assigned

Required Experience and Knowledge/ Skills/Ability

  • 5+ years of relevant field experience
  • 5+ years of software and networking experience
  • 3+ years of management experience with P&L responsibility
  • Demonstrated ability to achieve results and stated business targets
  • Strong leadership and financial skills
  • Managing multiyear contracts and customer relationships
  • Passion for solutions-oriented and customer centric problem solving that drives customer satisfaction
  • Strong collaborative and interpersonal skills * Strong verbal and written communication skills
  • Proven working knowledge of field service operations including project management and maintenance, fleet management and dispatch/routing
  • Proven working knowledge of phone service operations including customer care center management and practices, phone systems and training
  • Technical knowledge of the following, but not limited to, ITS systems, firmware and functionality; networking; network switches; serial/IP radios
  • Advanced understanding of Microsoft: Word, Excel, Outlook; and PowerBI
  • ERP experience including reporting
  • Experience with ServiceNow is a benefit
  • Clean driving record

About Us

At TAPCO, we aim to enhance transportation and personal safety in our communities through innovative solutions and products. We are driven to save lives! Are you looking for a career where you can earn a great wage based on experience and performance, your contributions are recognized, and you will have growth potential? Then choose TAPCO!

As an EEO Employer, including Verterans and Individuals with Disabilities, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran or disability status or other acceptable taglines in all printed employment advertisements.

If any assistance is needed with the application process, please contact TAPCO HR at 800-236-4462

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