Director of Technical Service Full Time NEW

Director of Technical Service

Food Service Solutions USA (FSS USA)

USA-Based | Remote | National Travel Required

Lead the Future of Technical Service in Premium Foodservice Equipment

Food Service Solutions USA (FSS USA) is expanding rapidly across the United States, and we are seeking an exceptional service leader to help build and lead a best-in-class national technical service organization.

FSS USA is the exclusive U.S. importer and distributor of premium European foodservice equipment brands, including:

1. Brunner Anliker Food Processors
2. Cuppone Ovens & Dough Management Systems
3. Lainox Cooking Solutions

As our business continues to grow, we recognize that service is not simply a support department — it is a critical driver of customer loyalty, brand reputation, and long-term success.

This is a unique opportunity for a highly experienced and well-connected industry professional to take ownership of technical service strategy and help shape the future growth of our U.S. operation.

The Opportunity

We are looking for a hands-on, relationship-driven Director of Technical Service with deep industry knowledge and an established network within the commercial foodservice equipment service community.

The ideal candidate brings:

1. Strong relationships with service agencies, technicians, consultants, dealers, and industry partners
2. Proven leadership experience managing national service operations
3. A strategic mindset combined with operational execution
4. The ability to build trust with customers, manufacturers, and service providers

This role will lead the development and management of FSS-USA’s Authorized Service Agency (ASA) network while helping scale our service infrastructure to support aggressive growth objectives across the U.S. market.

Key Responsibilities

National Service Network Leadership

1. Develop, expand, and manage a high-performing network of Authorized Service Agencies (ASAs) across the United States
2. Recruit, onboard, train, and support service partners to ensure premium customer support standards
3. Build strong industry relationships that strengthen FSS-USA’s national service presence
4. Ensure service partners meet warranty, reporting, and response-time expectations

Customer Experience & Technical Support

1. Lead technical service operations and escalation management
2. Collaborate closely with FSS Canada and internal teams to deliver seamless customer support
3. Drive continuous improvement in customer satisfaction and service performance
4. Establish and monitor key KPIs, including:
5. Customer Satisfaction (CSAT/NPS)
6. First-Time Fix Rate
7. Service Ticket Resolution Time
8. Parts Revenue & Margin Performance

Strategic Leadership & Growth

1. Help build the long-term technical service infrastructure for a growing U.S. organization
2. Identify operational improvements and implement scalable service processes
3. Contribute to broader business strategy and operational planning
4. Support CRM, reporting, and service technology initiatives

Parts & Aftermarket Operations

1. Support growth of the aftermarket parts business
2. Improve quoting, fulfillment, inventory support, and customer follow-up processes
3. Work closely with supply chain and service partners to optimize parts availability

Qualifications

1. 5+ years of senior leadership experience in technical service, field service, aftermarket support, or commercial foodservice equipment
2. Strong industry relationships and knowledge of the U.S. service network landscape
3. Proven success managing third-party service providers and national service operations
4. Strong technical understanding of commercial foodservice equipment
5. Excellent leadership, communication, and relationship-building skills
6. Entrepreneurial mindset with the ability to build and scale systems and teams
7. Experience working within U.S. and Canadian operations is an asset

Compensation

Base salary range of $140,000 – $190,000 USD annually, commensurate with experience, industry relationships, and leadership background.

In addition to base salary, FSS-USA offers:

1. Performance-based bonus structure
2. Travel allowance
3. Performance incentives tied to service KPIs and parts revenue growth
4. Long-term career growth opportunities within a rapidly expanding organization

Why Join FSS-USA?

1. Join a rapidly growing company representing premium global brands
2. Take ownership of a highly visible leadership role with significant growth potential
3. Help shape the future direction of technical service operations in the U.S.
4. Work alongside an entrepreneurial leadership team focused on innovation and long-term growth

• If you are a respected service leader with deep industry relationships, technical expertise, and a passion for building exceptional customer support organizations, we want to hear from you. Please send your resume at human.resources@foodservicesolutions.com.