Head of Field Support Jobs

PulseForge Data

Location:
United States, Austin

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Head of Field Support will be responsible for leading PulseForge’s global customer service and support organization. This role ensures that customers receive timely, effective, and consistent technical support and field service for PulseForge systems. The position requires building and managing a strong team, developing standard processes, and driving alignment with Engineering, Manufacturing, and Sales functions to maximize customer satisfaction and operational excellence. This requires significant international travel, particularly to Asia and Europe, to engage directly with customers and to establish and strengthen the regional support infrastructure.

Job Responsibility:

Lead the global field service and technical support teams
Oversee installation, commissioning, maintenance, and repair of PulseForge equipment
Establish and maintain escalation processes for rapid issue resolution
Define staffing models and training programs to ensure service readiness
Develop and track KPIs (uptime, response times, customer satisfaction, first-time fix rate)
Standardize service procedures, documentation, and tools across the team
Implement preventive maintenance and service programs to minimize downtime
Partner with Engineering and Manufacturing to provide structured feedback on product reliability and serviceability
Collaborate with Sales and Customer Success to ensure smooth customer handoffs post-installation
Provide input to product development based on recurring customer issues and service learnings
Coordinate with Supply Chain for spare parts availability and logistics
Define long-term service strategy in alignment with company goals
Explore and manage service-related revenue streams (service agreements, training, spare parts, upgrades)
Ensure compliance with relevant safety, regulatory, and quality standards
Represent the Service function at the leadership level

Requirements:

10+ years of experience in field service, customer support, or technical operations within capital equipment or industrial technology
Demonstrated success in building and scaling global service teams
Strong technical understanding of complex equipment and processes
Experience defining service strategies, KPIs, and operational processes
Bachelor’s degree in Engineering, Business, or a related field
Willing and able to travel extensively (domestically and internationally), with frequent trips to Asia and Europe for customer engagements and support infrastructure development
Strategic leader with strong operational execution skills
Customer-first mindset with excellent problem-solving abilities
Collaborative, with the ability to work cross-functionally and influence outcomes
Highly organized and able to manage multiple priorities simultaneously
Hands-on and pragmatic
willing to engage at both strategic and tactical levels

What we offer:

401(k)
Dental Insurance
Health insurance
Paid time off
Vision insurance

Additional Information:

Job Posted:
December 11, 2025

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Head of Field Support