Director of Field Services
: Job Details :

Delta, founded in 1971, is a global leader in switching power supplies and thermal management products with a thriving portfolio of smart energy-saving systems and solutions in the fields of industrial automation, building automation, telecom power, data center infrastructure, EV charging, renewable energy, energy storage and display, to nurture the development of smart manufacturing and sustainable cities. As a world-class corporate citizen guided by its mission statement, “To provide innovative, clean and energy-efficient solutions for a better tomorrow,” Delta leverages its core competence in high-efficiency power electronics and its ESG-embedded business model to address key environmental issues, such as climate change. Delta serves customers through its sales offices, R&D centers and manufacturing facilities spread over close to 200 locations across five continents. Delta has 158 sales offices, 72 R&D centers and 48 manufacturing facilities worldwide.

Throughout its history, Delta has received various global awards and recognition for its business achievements, innovative technologies, and dedication to ESG. Since 2011, Delta has been listed on the DJSI World Index of Dow Jones Sustainability™ Indices for 11 consecutive years. In 2021, Delta was also recognized by CDP with leadership level ratings for its substantial contribution to climate change and water security issues and named Supplier Engagement Leader for its continuous development of a sustainable value chain.

Position Purpose:

The primary objective of this role is to transform customer service into a profit center by leading the customer service and product support functions within the Delta Data Center Strategic Business Platform. This involves enhancing operational efficiency and effectiveness to provide best-in-class customer and technical support. The role ensures the timely and high-quality delivery of service offerings, solutions, and projects to customers, thereby supporting organizational sustainability and fostering customer loyalty. Additionally, the position is crucial for driving continuous improvements in service delivery models, setting the organization up for future growth, and strengthening business relationships. Ultimately, this transformational role aims to mature and improve data center services for customers in the US, positioning the organization for long-term success.

Key Responsibilities

• Design the team to serve the best service strategy realization and growth by focusing on cost-effective service delivery model and adherence to guidelines. Uncover new service opportunities that tie well with the organization's business development as well as the effectiveness of the operation.
• Maintain and strengthen relationships with key customers to ensure long-term satisfaction and loyalty. Identify additional needs of existing customers, address their concerns, and propose relevant technical service solutions.
• Ensuring customer focus, urgency, and care in your direct area of responsibility, building sustainable customer relationships for growth, satisfaction, and retention.
• Driving service achievements through resource planning, allocation, and effective implementation of standard procedures and safety protocols.
• Driving the development of processes and practices based on customer feedback to consistently improve customer experience through designed metrics management.
• Allocating, driving, and monitoring work based on order content, delivery time, competencies, and workload.
• Managing a team of service professionals, guiding their development, and ensuring effective organization and direction within your area of responsibility.

Knowledge and experience:

10+ years' experience with service Management best practices

10+ years' experience in program or project management in a sizable organization with cross-functional teams

3-5+ years' experience working with data center or corporate infrastructure and / or operations

Fundamental understanding of Data Center

Bachelor degree in EE, ME or equivalent professional experience

The ability to work independently and self-motivate in a fast-paced and rapidly changing environment

Experience implementing service organization from cost center to profit center

Perform operation process improvements aligned to best practices

Experience driving service improvements using data and metrics to drive improvements

Excellent written and verbal communication skills

A passion for delivering results and building trust with internal and external stakeholders.