Description Salary Range: $125,000 - 155,000 annually Hours: M-F - 7:30 - 4:30 "On Site" Travel: Up to 25% at times Must be located in Colorado as this is an in house on site position. POSITION: We are seeking a founding…
Skills: Field Service Operations, Switchgear, Power Distribution, Protective Relay Systems, Warranty Management
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Optician - Arvada Eye Care in Arvada CO @ 16205 W 64th Ave #100, Arvada, CO 80007 Do you enjoy helping people look and feel their best? A Arvada Eye Care, our mission is to Save Eyes & Spark Joy, and we're looking for a …
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$125k–$155k/yr
Full-time
bachelor degree
Posted 11h ago
~40 hrs/week
Responsibilities
The Director will build and lead the field service function from the ground up, establishing processes for warranty management, technician dispatch, and service delivery. They will also transform the department into a revenue-generating product line by developing service packages and managing third-party contractor networks.
Requirements
Candidates must have a bachelor's degree in Electrical Engineering or a related field, along with at least 8 years of field service experience in switchgear or power distribution. Additionally, 5 years of leadership experience and a strong background in scaling technical operations are required.
Full job description
Description
Salary Range: $125,000 - 155,000 annually
Hours: M-F - 7:30 - 4:30 "On Site"
Travel: Up to 25% at times
Must be located in Colorado as this is an in house on site position.
POSITION:
We are seeking a founding Director of Field Service — an experienced leader who will build the function from the ground up, create the processes, tools, and team necessary to serve our customers excellently, and ultimately transform field service from a cost center into a revenue-generating product line.
This is a high-impact, high-visibility role for a hands-on builder who is equally comfortable developing strategy and rolling up their sleeves to solve a live customer issue. The right candidate will have deep roots in the electrical equipment or power distribution industry, a strong grasp of switchgear and protective relay systems, and a track record of leading and scaling field service organizations.
KEY RESPONSIBILITIES:
Field Service Operations — End-to-End Process Ownership
Design and implement a scalable intake and execution process for all post-shipment customer services — warranty claims, commissioning support, component rework, and field retrofits
Establish SLAs for initial customer response, technician dispatch, parts delivery, and work completion; build the reporting infrastructure to track performance against those targets.
Own the full service delivery workflow: from first customer contact through root-cause identification, parts procurement, technician scheduling, on-site execution, and formal work-order closeout.
Partner with Eng and QC to assure the Field Service team has access to required procedures, specifications, and safety protocols required to effectively execute customer and business requirements
Partner with Eng and QC using root-cause and corrective action documentation for continuous improvement
Warranty Management
Define and administer the company's warranty policy, budget, and reporting processes
Build a warranty case management system that provides full traceability from initial claim to final resolution, integrating with the company's ERP and/or CRM platforms
Coordinate with Procurement and Suppliers on defective component returns, warranty credits, and vendor accountability for parts-related field failures
Team Leadership & Development
Hire, onboard, and develop a field service organization to meet current demand and can scale with the business
Define role scopes, competency frameworks, and career paths within the field service organization; build a culture of accountability, safety, and customer-first service that is scalable with the business
Establish technician certification and training standards aligned with industry requirements, and equipment-specific commissioning and testing procedures
Set clear performance expectations and metrics across the FS organization coaching the team to enable career growth and succession planning
Third-Party Contractor Network
Identify, qualify, and onboard a network of preferred electrical contractors and field service firms that can serve as overflow capacity in high-demand periods or in geographies where internal coverage is thin.
Develop contractor qualification criteria — technical competency, industry specific requirements
Establish MSA’s, rate cards, scope-of-work templates, and quality oversight protocols for all third-party engagements
Build and manage the ongoing relationship with contractor partners and maintain an active bench of qualified providers
Field Service as a Revenue Product
Refine, create, and deploy field service capabilities sold independently of or alongside the original switchgear: startup and commissioning packages, preventative maintenance agreements, extended warranty offerings, and emergency response contracts
Partner with Sales to define service package scope, pricing models, and go-to-market positioning; train the sales team on how to present and sell service contracts
Build the quoting, contracting, and invoicing infrastructure for billable service work; establish clear boundaries between warranty-covered and billable scope.
Track and report field service revenue; develop a multi-year growth roadmap for the service business
Customer Experience & Communication
Serve as the senior escalation point for major customer field service needs — act as a direct customer-facing leader
Define communication standards for proactive customer updates throughout open service cases
Establish a formal handoff process between cross functional stakeholders PM, Eng, QC, and Field Service ensuring clean ownership transfer and no gaps in customer support.
Develop a customer satisfaction measurement program (CSAT / NPS) specific to field service interactions; use feedback to drive continuous improvement
QUALIFICATIONS:
Bachelor's degree in Electrical Engineering, Electrical Technology, or a related technical field; equivalent combination of education and directly relevant experience considered
8+ years of field service experience with medium-voltage or low-voltage switchgear, power distribution equipment, or protective relay systems
5+ years of people leadership experience with direct reports in a field service or technical operations environment
Demonstrated experience designing, scaling, or significantly improving field service organizations and processes
Experience developing or managing third-party contractor/partner relationships for technical field work
Strong working knowledge of electrical safety standards and the ability to enforce a safety-first culture in the field
Proficiency with field service management platforms and ERP/CRM systems
Willingness and ability to travel up to 25% — including occasional short-notice travel to customer sites for critical escalations
What also helps put you ahead:
Experience at a switchgear manufacturer or OEM in a field service leadership capacity
Commercial go-to-market strategy experience
Experience with commissioning and startup services for low and medium-voltage switchgear
Prior experience in a high-growth or startup environment
The Perks:
We care about your well-being both inside and outside of work. Our comprehensive benefits package for full-time employees includes medical, dental, and vision insurance, a 401(k) with company matching to help you plan for the future, and generous paid time off (PTO). We also offer additional perks such as boot reimbursement and employee referral bonuses, supporting both your professional success and personal well-being.
Electric Power Transmission, Control, and Distribution
Company size
201-500 employees
Founded
2020
Headquarters
Golden, Colorado
LinkedIn followers
2,434
Here at Kratos we integrate industry leading components into turn-key, factory tested power and control equipment. We know how much thought goes into designing your projects and we want to make sure we exceed your expectations.
Our mission is to foster and deliver an excellent customer experience through our high-quality products, service levels, and organizational culture. We are an inclusive organization that operates creatively, decisively, intentionally, and effectively, with strong and consistent values and an understanding that the products we create and distribute are essential to the operations and safety of our customers.
As part of Legrand’s Data, Power, and Control Division, Kratos contributes to a full portfolio of data center infrastructure, connectivity, and management products. With expertly engineered solutions meeting unique customer needs, Kratos and Legrand offer cutting-edge innovations designed to adapt to today’s rapidly evolving technology landscape.
Offices: 6255 Joyce Dr, Golden, Colorado 80403, US
How many Customer Service & Support jobs are open in Arvada, CO right now?
There are currently 351 open customer service & support positions in Arvada, CO listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in Arvada, CO?
Companies currently hiring include Kroger, Baseline Fitness, Lowe's Companies, Inc., Starbucks, Domino's, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in Arvada, CO?
Yes — 12 of the 351 open customer service & support positions offer remote or hybrid work (6 remote, 6 hybrid).
How do I apply for Customer Service & Support jobs in Arvada, CO?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.