Explore Head of Field Support jobs and discover a pivotal leadership role at the intersection of customer success, technical operations, and strategic business growth. Professionals in this senior position are responsible for the global leadership of field service and technical support organizations, primarily within industries that deploy complex capital equipment, industrial machinery, or sophisticated technology systems. The core mission is to ensure maximum customer uptime and satisfaction by delivering exceptional, consistent, and efficient post-sales support worldwide. A Head of Field Support typically oversees all aspects of the service lifecycle. This includes managing teams that handle the installation, commissioning, preventive maintenance, and repair of equipment in the field. A significant part of the role involves building and scaling support infrastructures, developing standardized processes, and implementing key performance indicators (KPIs) to measure success in areas like response time, first-time fix rate, and overall system uptime. They establish critical escalation paths to resolve complex technical issues rapidly and are accountable for the readiness of the service team through comprehensive staffing models and training programs. Furthermore, this role serves as a vital bridge between the customer and internal departments, providing structured feedback to Engineering and Manufacturing on product reliability and influencing future designs for better serviceability. The strategic dimension of these jobs is substantial. Heads of Field Support are charged with defining the long-term service strategy, often exploring and managing service-related revenue streams such as service contracts, spare parts logistics, and training programs. They ensure all field activities comply with stringent safety, regulatory, and quality standards. Collaboration is key, as they must partner closely with Sales, Customer Success, and Supply Chain to ensure seamless customer experiences from purchase through the entire operational lifespan of the product. Typical requirements for candidates seeking Head of Field Support jobs include a substantial background (often 10+ years) in field service, technical support, or customer operations management within a relevant high-tech or industrial sector. A bachelor’s degree in Engineering, Business, or a related field is common. The ideal candidate possesses a strong technical acumen coupled with proven leadership skills to build and mentor global teams. Essential competencies include strategic thinking, operational excellence, a customer-first mindset, and superb cross-functional collaboration abilities. Extensive domestic and international travel is a standard expectation for this profession, as direct customer engagement and on-site team development are crucial. For those who thrive on ensuring operational excellence and driving customer loyalty through world-class support, Head of Field Support jobs offer a challenging and highly impactful career path at the senior leadership level.
