Field Services Technical Director

Main Mission

The Field Services Technical Director is responsible for leading and developing an organization currently composed of six Managers, each overseeing teams of Technicians across the Italian territory.
The mission of this role is to ensure operational efficiency, sustainable business growth, high safety standards, and strict cost discipline.

Key responsibilities include:
• Ensuring high Customer Satisfaction, integrating internal surveys, field insights, and structured improvement plans.
• Contributing to margin improvement by driving efficient utilization of technicians' field hours and optimizing training efforts.
• Ensuring the availability and development of technical competencies, anticipating market evolution.
• Ensuring the onboarding, training, and development of new hires through a structured plan.
• Promoting a strong Safety and Cybersecurity culture, fully embedded in the DNA of the Service organization, and supporting the adoption of IEC 62443 standards.
• Contributing to revenue growth by supporting the generation of commercial opportunities.

Activities and areas of responsibility

Execution
• Coordinate the planning and scheduling of technical activities through the six Managers, ensuring on-time delivery, quality, and adherence to budget.
• Collaborate effectively with Order Management, Project Management, Supply Chain, Safety, and all other internal functions.
• Ensure high customer satisfaction through:
- high-quality execution,
- professional communication with customers,
- promotion of digital offers.
• Monitor adoption and correct use of digital tools (e.g., ServiceMax, OnSite, Tipi...).
• Contribute to productivity improvements and accurate management of operational costs.
• Lead and optimize investment planning for technicians' tools and equipment.
• Support the Service Operations Director in team communication, engagement, and collective alignment initiatives.

Management
• Work with the six regional Managers to establish an effective managerial system that fosters collaboration and results.
• Ensure continuous competency development (Competency Mapping, Competency Review, training plan).
• Lead engagement initiatives to support motivation, well-being, and team cohesion.
• Manage team sizing (headcount) through dynamic sourcing and turnover management.
• Guide the team in generating new commercial opportunities (lead generation, identification of new customer needs), with a particular focus on the technicians' ability to propose recurring service activities to clients.
• Support Managers and Technicians in understanding the evolution of their roles and required competencies in line with market developments.
• Manage AI adoption to simplify technicians' daily life.

Safety & Cybersecurity
• Promote a daily "Safety First" culture by leading by example and enforcing procedures and policies rigorously.

Follow the audit plan defined annually with Global functions.
• Ens...