Director, Field Operations

Tennant Company is hiring a Director of Field Operations.

A key position in Tennant’s North America Business Unit leadership team, this position is responsible for the overall strategic vision, management and business execution for Customer Service, Learning & Development, Business Operations, and Fleet Management. The Director of Field Operations will lead a team with a mission to elevate the customer and employee experience by driving strategically aligned and holistic solutions. This position reports to the General Manager and Vice President of the North America Business Unit and is based at our Eden Prairie Headquarters.

Functional Responsibilities

• Lead the broad efforts of four North America field support teams – Customer Service, Business Operations (Analytics and Field Support), Learning & Development, and Fleet – with over 140 FTE and approximately $13M+ in SG&A.
• Create an unparalleled customer experience by using data and analytical insights, process improvements, technology, and training to make Tennant’s North American Field Sales, Field Service, and Back-Office Operations more efficient and effective.
• Work in partnership with the North America leadership team, inclusive of Sales, Field Service, Operations, Finance, and Marketing leadership to support North America Business Unit. Ensure Field Operations priorities are aligned with Tennant’s overall strategic initiatives.
• Technology: Partner with key stakeholders on business process transformation through system integration – ERP, CRM, FSM, web-based platforms, Cornerstone training resources, Cisco phone systems, as well as implement new solutions to drive and improve operational processes focused on the customer and employee experience.
• Learning and Development: Focus on training programs for Field Sales, Field Service and Customer Service. Includes employee on-boarding, skill gap-analysis & development, and the development and execution of consistent sales/service/customer service processes.
• Projects: Interfaces regularly with North America leadership to provide strategic and tactical advice on project prioritization and execution, partnering with IT on resource and scope alignment.
• Process improvement:  Focus on process standardization, automation, and strategic initiatives that will drive efficiency and effectiveness.
• Analytics:  Drive insights through analytics to support opportunity assessment, territory optimization, lead and opportunity prospects, as well as sales, service, and customer service optimization.
• Customer Experience:  Support an unparalleled customer experience through workforce planning, employee development, and process optimization driving efficiency and effectiveness.
• Cross-Functional work: Partner with Marketing on channel optimization via customer prioritization/marketing and lead automation, work with IT on e-commerce and ERP and other platform integrations, work with Finance/Marketing on strategic planning, work with HR on on-boarding and workforce planning.
• Sustainability: Provide thought leadership and support for Tennant’s Fleet sustainability goals that aligned with our Global Net-Zero initiatives.

Professional Experience/Qualifications

• Bachelor’s Degree, preferably with an emphasis in Marketing, Sales, or Business Administration.
• A proven, well-rounded, pragmatic leader with 10+years of experience in hands-on leadership and management.  Must be able to develop a vision for Field Operations and how to utilize a continuous improvement approach to address opportunities.
• Experience with roll-out of project management and process improvements in large organizations.
• Proven ability to effectively lead Change Management on a large, transformational scale.
• Possess knowledge of financial indicators and analysis.
• Experience in driving initiatives and programs designed to increase levels of customer satisfaction and optimize business processes and operations.
• A passion for delivering results with others, and a natural talent for building trust and earning respect both internally and externally. Leads by example, demonstrating the highest ethical standards and personal integrity.
• A track record that will result in immediate or very rapid leadership credibility within the senior management team and employees. Must be comfortable and effective with interacting regularly with the senior members of the Tennant’s leadership team. 
• Must be able to effectively collaborate with the Corporate Office and other business units to take advantage of best practices, ensure strategic alignment and share resources as appropriate.
• Possess keen business judgment combined with fresh, proactive insight. Must be capable of identifying, articulating, and developing new opportunities within the boundaries of prudent risk. 
• Experience in building a team and identifying and developing top talent. Knows how to develop a culture of hard work, engagement, and success. Must be a team builder and one who can bring people together.
• Demonstrate interpersonal skills and organizational savvy to work in the existing company culture to ensure success.
• The proven leadership trait of making reasoned decisions in a rapidly changing business environment. Demonstrates the flexibility and problem-solving capability to address and resolve issues that face a business.

Tennant Core Leadership Competencies: In addition to the competencies expected at every level within the organization – Collaborates, Cultivates Innovation, Customer Focus, Decision Quality, Drives Results, Instills Trust, Nimble Learning, Values Differences – this role requires a proficiency in the following additional leadership competencies:

• Courage
• Demonstrates Self-Awareness
• Develops Talent
• Manages Complexity
• Directs Work
• Organization Savvy
• Plans and Aligns
• Strategic Mindset

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Equal Opportunity Employer

Tennant Company is an equal opportunity employer. Employment decisions are made on the basis of individual skill, ability, reliability, productivity, and other factors important to performance. We do not discriminate on the basis of race, color, religion, sex, national origin, physical or mental disability, age, military service, pregnancy, sexual orientation, genetic information (including family medical history), marital status, gender identity or expression, parental status, political or any other non-merit based factors protected by state or federal law or local ordinance.