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Job Description

The Head of Field Support will be responsible for leading PulseForge’s global customer service and support organization. This role ensures that customers receive timely, effective, and consistent technical support and field service for PulseForge systems. The position requires building and managing a strong team, developing standard processes, and driving alignment with Engineering, Manufacturing, and Sales functions to maximize customer satisfaction and operational excellence. The role requires significant international travel, particularly to Asia and Europe, to engage directly with customers and to establish and strengthen the regional support infrastructure.

Customer Support & Service Leadership

• Lead the global field service and technical support teams.

• Oversee installation, commissioning, maintenance, and repair of PulseForge equipment.

• Establish and maintain escalation processes for rapid issue resolution.

• Define staffing models and training programs to ensure service readiness.

Operational Excellence

• Develop and track KPIs (uptime, response times, customer satisfaction, first-time fix rate).

• Standardize service procedures, documentation, and tools across the team.

• Implement preventive maintenance and service programs to minimize downtime.

• Partner with Engineering and Manufacturing to provide structured feedback on product reliability and serviceability.

Cross-Functional Alignment

• Collaborate with Sales and Customer Success to ensure smooth customer handoffs post-installation.

• Provide input to product development based on recurring customer issues and service learnings.

• Coordinate with Supply Chain for spare parts availability and logistics.

Business Strategy & Growth

• Define long-term service strategy in alignment with company goals.

• Explore and manage service-related revenue streams (service agreements, training, spare parts, upgrades).

• Ensure compliance with relevant safety, regulatory, and quality standards

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

Qualifications

• 10+ years of experience in field service, customer support, or technical operations within capital equipment or industrial technology.

• Demonstrated success in building and scaling global service teams.

• Strong technical understanding of complex equipment and processes.

• Experience defining service strategies, KPIs, and operational processes.

• Bachelor’s degree in engineering, business, or related field.

• Willingness and ability to travel extensively (domestically and internationally), with frequent trips to Asia and Europe for customer engagements and support infrastructure development.

Personal Attributes

• Strategic leader with strong operational execution skills.

• Customer-first mindset with excellent problem-solving abilities.

• Collaborative, with the ability to work cross-functionally and influence outcomes.

• Highly organized and able to manage multiple priorities simultaneously.

• Hands-on and pragmatic; willing to engage at both strategic and tactical levels.