Director Field Operations, Manufacturing and Customer Support

Sterling, Virginia, United States | Operations | Full-time

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Position Overview


As the Director of Field Operations at Sestra Systems, you will be responsible for leading and managing the team responsible for field service & support, manufacturing and assembly, supply chain and vendor management, and inventory management.  You will be the lead in creating and implementing best in class standard operating procedures, overseeing the assembly and construction of state-of-the-art dispensing stations including development of subassemblies and driving the team to stage, deliver, install and QA our systems throughout North America. 

This position includes hardware subassembly and building, software configuration, solution design, including installations in bars, restaurants, breweries, retail stores, hospitals, and stadiums throughout North America with expansion plans around the world.

Responsibilities:

Team Leadership

  • Lead, manage, coach and develop the build, installation and support teams including all HR functions for members of the team.
  • Align strategic company vision with day to day activities and provide a calm direction in a fast-paced environment.
  • Build and retain a world-class field service team and a strong, positive customer service culture being a tenacious champion of “the customer comes first.”
  • Inspire the team to build and implement cutting-edge solutions and proactively bring new ideas, tools and methodologies to the table including developing and documenting requirements for input to engineering/third party groups to enhance Sestra’s operational capabilities.

 

Strategy-related

  • Manage the end to end processes for hardware: product-build subassembly, and assembly, as well as software connectivity, staging, delivery, installation, and customer service.
  • Lead efforts to provide warranty and operation information for instruction manuals, warranties, limits of liability, safety protections.
  • Develop best practices and guidelines for supporting all beverages including the development of a draft beer and cocktail support strategy.
  • Review and maintain cost analysis for service, maintenance and delivery. Including solutions for cost cutting and improvements.

 

Process-related

  • Provide hands-on, technical direction for all processes and procedures: evaluating options, making decisions, and evaluating results to ensure customer value.
  • Develop operations processes, testing requirements and implementation best practices based on typical scenarios.
  • Provide end-to-end project management for each customer deployment beginning with presales support (site surveys), continuing through onsite installation, and turning over into lifecycle management.
  • Facilitate planning, reviews and conduct daily standups.

 

Post-install customer support

  • Customer support & triage
  • Coverage, dispatch, scheduling
  • Dispatch processes and schedules – including night and weekend shift management
  • Follow up and customer communication (coordinated with sales and customer success).

 

Qualifications:

  • At least 10 years of proven experience as a Director of Operations, Technical Support, or Field Operations roles.
  • Must have field management experience, with experience managing field service teams and customer support including dispatch, on call and field team support
  • Experience with both hardware and software;  IoT, IT and network experience a plus.
  • In depth knowledge of diverse business functions and principles (e.g. manufacturing, constructions, supply chain, finance, project management, customer service etc.).
  • Experience installing and/or servicing beer, refrigeration, kitchen equipment, POS terminals and other hospitality equipment a plus.
  • Excellent organizational, communication and leadership abilities.
  • Willing to travel up to 50% for service visits, training, and field surveys and to work occasional nights and weekends to support our hospitality customers who are busiest during those times
  • Attention to detail.
  • Ability to lift heavy equipemtn & handyperson skills (drill, screwdriver, etc.) a plus to support the team.

 

Salary and Benefits:

  • Competitive Salaries.
  • Health Benefits.
  • Sestra Equity.

 

Please provide a short cover letter with your resume about why you are a fit for this company and this position. Please do not apply unless you have customer service/field management experience at Director level or above. 

About Sestra Systems, Inc.

Sestra Systems brings the Internet of Things (IoT) to the beverage dispensing industry, disrupting the market by providing ‘dispensing as a service’ and building more profitable, effortless, and eco-friendly programs for our marquis clients.  Our patented solution equips any keg system with electronic, push to pour dispensing, automated portion control, real-time analytics, remote locking through mobile devices and a sophisticated, cloud-based sophisticated rules and compliance engine.  With the push of a button, our clients serve guests quickly and pour a consistent glass every time – perfect portions, temperature, freshness – for beer, wine, batched cocktails, cold brew coffee and more.   Sestra Systems is an award-winning company headquartered in Sterling, VA. Our clients span coast to coast, including iconic sports venues, cultural centers, hotels, casinos, cruise ships and restaurants.  The Washington Nationals, Kennedy Center, Warner Theater, Audi Field, Greenbrier Resort and Capital One are just a few of our clients in the greater Metro D.C..

Sestra has a growing team of more than 40 people and is led by CEO, Lev Volftsun, a serial entrepreneur who has sold two technology companies to Cisco Systems and a third to Metaswitch, with a total accumulated value of over $1B.