Senior Director Field & Remote Service Ops

Who We AreAt KNAPP (pronounced K-NAP, not Nap!), we “Make Complexity Simple” by offering intelligent solutions for digitizing and automating everything from production and distribution to the last mile and stores. We are the customer’s value tech chain partner, which means partnering with the customer to create the most value within each link in their supply chain. Leveraging the latest software, AI and Robotics technology, we continue to disrupt the logistics automation industry for the world’s industry leaders in grocery, healthcare, retail, e-commerce, apparel & manufacturing.We are a global company with our US headquarters located just North of Atlanta in Kennesaw, GA. KNAPP specializes in automated solutions for both WMS (Warehouse Management Systems) and WCS (Warehouse Control Systems) for B2B (Business to Business) and B2C (Business to Consumer) customers. We are a growing company of over 7,200 employees worldwide and in over 50 countries that is privately held, with 7% of our revenue reinvested in R&D, ensuring a strong and vibrant future! Join us and see how you can help change the world! For more information, visit www.knapp.com. .What You Get To DoThis strategic leadership role oversees the delivery and continuous improvement of Resident Business, Remote Services (including Service Desk and IT Services), Global Plant Services, and Training across North America. The Senior Director will drive operational excellence, standardization, and customer satisfaction while aligning with broader North American strategic goals in collaboration with Senior Leadership stakeholders.Essential Functions and Responsibilities:To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Lead and evolve the on-site and mobile service delivery model across North America, ensuring high performance, customer satisfaction, and alignment with strategic objectives. Oversee Service Desk teams and IT-enabled service platforms to ensure responsive, reliable, and scalable support for customer operations. Collaborate with global counterparts to maintain service standardization while driving operational success and innovation in North America. Lead the Training Team to implement technician development programs, enforce service standards across sites, and promote continuous improvement and reliability. Partner with executive leadership (VP/SVP/EVP) to support and execute North American service strategies. Drive KPIs, process improvements, and service innovation across all domains. Act as a senior escalation point for critical customer issues, ensuring timely resolution and proactive communication. Perform all other duties as assigned. What You HaveBachelor’s degree in Engineering, Business or related field required. MBA preferred. 10+ years of experience in industrial services, operations, or engineering leadership, preferably within the material handling or automation industry. Proven track record of leading large teams or cross-functional departments. Deep understanding of automated systems, conveyor technologies, robotics, and warehouse operations. Strong background in optimizing processes, managing budgets, and improving performance metrics. Experience with remote diagnostics, service desk operations, and IT-enabled support for automated systems. Familiarity with training and certification programs for technicians working on material handling systems. Skilled in navigating complex organizational dynamics. Exceptional communication skills—both verbal and written. Working Conditions and Environment:Authorization to work in the U.S. Up to 35% travel required (domestic and occasional international). Ability to obtain passport and travel to Europe and CanadaProfessional office etiquette is required at all timesAbility to travel by air both domestically (US) and internationally (primarily to Austria and other parts of Europe as well as Canada)Physical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm’s length, and lifting up to 50 pounds. What You Will Get2 remote days per weekHalf day FridaysA beautiful new, state-of-the-art, office complex in Kennesaw, GAIndustry competitive compensationGreat benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!401k with a very generous employer match and no vesting!Paid Vacation & HolidaysProfit SharingPaid Parental LeaveSubsidized DaycareTuition ReimbursementPet InsuranceSubsidized food deliveryMonthly celebrationsQuarterly employee eventsCorporate Social Responsibility including recycling, sustainability and volunteeringKNAPP is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran, disability status or any other basis protected by law.Due to the safety-sensitive nature of this position, strict adherence to KNAPP’s drug-free workplace policy is required. All candidates will be subject to drug-screening in accordance with the policy and will be expected to remain drug-free during their employment. There will be no exception if recreational or medical use of marijuana is permitted in the location of employment and/or residence or if use of marijuana is only during “off-hours.”