Director, Field Service - Remote Eligible

Director Of Field Service

Have you ever used a self-checkout in at the grocer you frequent? Played the slots at a Las Vegas Casino? Maybe you grabbed a drink from a vending machine or paid to park your car? If you've answered with a resounding "YES", then you've done so with the aid of one of the 10 million devices installed by Crane Payment Innovations (CPI).

We make the technology that powers your everyday life, enabling more than 4 billion transactions every week in more than 143 currencies worldwide. From cash and coins to cards and mobile, we keep the world of payments moving with smart validation devices and business management software.

Headquartered in Malvern, PA, CPI is supported by: >2,500 global associates, 7 manufacturing sites, 12 corporate offices and 30 service branches.

What You'll Be Doing

As Director of Field Service, you will lead CPI's global technical service delivery, empowering field teams across the US, Canada, the UK, and expanding international markets. You will be the driving force behind operational strategy, team development, and service excellence—ensuring our technicians consistently deliver world-class support to customers. This role demands a visionary leader who can align people, processes, and performance to scale service operations and elevate customer satisfaction worldwide.

The Director of Field Service will have a direct impact on CPI customers and associates and will be responsible for:

• Lead and inspire regional field service teams, including technicians, service managers, and regional leaders, fostering a culture of safety, accountability, innovation, and customer focus.
• Recruit, develop, and mentor top talent, building strong succession plans and career paths that support long-term growth and engagement.
• Set and execute strategic goals, aligning team activities with CPI's global service vision and business objectives.
• Drive operational performance, using KPIs and data insights to monitor branch metrics, revenue targets, and service quality.
• Implement tools and processes that enhance technician productivity, streamline workflows, and reduce customer disruptions.
• Champion customer satisfaction, resolving escalations and ensuring consistent, high-quality service delivery across all regions.
• Promote cross-regional collaboration, sharing best practices and innovations to elevate service standards globally. Work closely with sales, customer engagement, and dispatch to improve responsiveness to customer needs.
• Continuously improve field operations by identifying gaps, initiating change, and leading transformation initiatives.

Maintain budgets, forecasts, and cost control for field service operations while ensuring optimized staffing and workforce planning. Adopt field service technologies and automation tools. Identify process improvements for opportunities to create efficiencies and cross-functional collaboration.

Who We're Looking For

You will bring a strong customer focus with well demonstrated success managing teams within a high-paced service delivery organization.

Qualifications and Requirements

Bachelor's degree in business, technical field or equivalent experience in Service Delivery or Operational functions. Minimum 10 years of experience in a service operational role, ideally within the payment solutions, financial, retail, or gaming industry. A strong understanding of technical field services, including service desk, maintenance, repair, and installation services. Self-motivated and results-oriented with excellent communication, analytical, and problem-solving skills. Demonstrated ability to develop and maintain relationships with customers, partners, and internal stakeholders. Strong business acumen. Effective communication and negotiation skills. Detail-oriented and collaborative. Strong time management discipline with ability to multi-task without losing site of bigger picture. Ability to self-direct work needs. Ability to motivate and lead individuals and teams. Strong commitment to meeting deadlines. Proficiency in Microsoft Office products. Knowledge of SAP, Salesforce Field Service Lightning, and Qlik. Ability to travel as required (up to 50%)

Personal Attributes

This role requires a dynamic individual who enjoys serving our customers and has the tenacity to manage day-to-day problems while not losing the big picture. Desired attributes include:

• Action Oriented: You display a sense of urgency and are known for being a timely decision maker
• Customer Service Oriented: You possess a drive to serve your "customers" and focus on responding promptly to team and customer needs
• Facilitator: You are good at negotiating win-win solutions
• Organized: You assemble all necessary materials and information before starting a task
• Presentation skills: You are confident when speaking to groups and presenting information
• Quality written communication: Your writing is concise and descriptive, and you believe it is necessary to "overcommunicate" project status/updates

What We're Offering

We offer an excellent compensation and benefits package, including health, dental, and vision insurance, 401(k) with employer match, and paid time off. If you are an experienced Service Operations leader with proven success in technical field services within the payment solutions, financial, retail, or related industries, then we want to hear from you. Apply today and join CPI's team of payment innovators.

Benefits include:

• Flexible work environments
• Defined career growth plans with opportunities to go outside of your "comfort zone"
• Medical, dental, & vision insurance
• 401K with Company contribution
• Life insurance and disability benefits
• Community involvement and volunteering events
• Opportunities to travel and work at our global sites

Sound interesting? Come see why we are OneCPI!

CPI is part of Crane NXT, a premier industrial technology company that provides proprietary and trusted technology solutions to secure, detect, and authenticate what matters most to its customers. The company is a pioneer in advanced, proprietary micro-optics technology for securing physical products, and its sophisticated electronic equipment and associated software leverages proprietary core capabilities with detection and sensing technologies. Crane NXT has approximately 4,000 employees with global operations and manufacturing facilities in the United States, the United Kingdom, Mexico, Japan, Switzerland, Germany, Sweden, and Malta. For more information, visit www.cranenxt.com.

Crane Payment Innovations is committed to hiring a diverse workforce. Applicants will receive consideration without regard to race, color, religion, sex, gender identity, sexual orientation, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.