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Research Director of Field Service Research

Position Type: Research Director of Field Service Research
Reporting to: Vice President Research, Technical Services
Location: TBD/Virtual

Position Overview

The primary functions of the Director of Field Service Research role are to support the research and membership activities related to the Field Services discipline. You will work with the Vice President of Technical Services to provide analysis and insight to TSIA members based on TSIA datasets, frameworks, and insights from association members and partners. You will be viewed as a leading expert in organizational performance, industry trends impacting technical services, and identification of emerging trends that are transforming field operations.

This person will work closely with the Vice President, Research – Technical Services, TSIA Analytics Team, Membership Development Directors, and Member Success Managers for TSIA. This person is comfortable and enjoys working with data. More importantly, this person can convey key findings through in-person and virtual presentations, as well as in written reports that provide strategic insights and actionable intelligence. Findings will be presented to all levels within companies (individual contributors through C-Level).

Responsibilities include: Key activities of this position will include:

  • Providing timely, insightful responses to member inquiries
  • Data gathering, analysis, and presentation of industry benchmarks for members.
    • Assist with development and / or delivery of member benchmark assessments
    • Assist with data analysis and research in support of FS practice research projects
  • Ongoing refinements to benchmarking and industry trend data-gathering instruments.
    • Design, implementation, and presentation of member studies and quick polls.
  • Engagement with internal and external analyst resources.
    • Collect insights from TSIA industry data tools, Analytics Team analysis, Benchmark correlations, partner webinars, member success, etc.
  • Presentation of key industry trends to membership at various membership forums.
    • Authoring of blogs and articles for inclusion in various publications.
    • Provide research assistance in support of service discipline writing/publication
    • Conference presentation of research findings at Technology & Services World.


  • S./B.A. in information systems, business, or data/analytics intensive social science discipline, such as psychology or economics
  • Required: Minimum 15 years professional experience.
    • Preferably 5-7 years of experience in the technology industry.
    • Minimum three years prior experience at a management, director level within Field Services
  • Excellent customer service/customer relations skills. Must be able to develop healthy rapport and establish instant credibility. Ability to represent the association enthusiastically and effectively.
  • Experience in survey design and advanced data analysis
    • Previous experience applying industry benchmarking analysis
    • Demonstrated track record of analysis and implementation skills
  • Must be a reliable team player, motivated by both individual and team achievement
  • Excellent verbal and written communication skills.
  • Proficient (intermediate to advanced) computer skills:
    • MS Office Suite (Word, Excel, PowerPoint and Outlook), are a must.
    • Knowledge of off-the-shelf analytical tools, i.e. Tableau, Access DB, Advanced Excel (pivot tables)
  • Travel (domestic and international) up to 25%
  • Extensive and current knowledge of how technology companies operate Field Service organizations. The ideal candidate for this role will have an in-depth understanding of topics such as:
    • running a field service operation,
    • outsourcing,
    • knowledge management,
    • spare parts and logistics,
    • support and maintenance organizational structures,
    • customer satisfaction,
    • workforce management,
    • technology & tools, and other relevant topics.

Key Metrics

Like every employee of TSIA, the Director of Research will be evaluated on the ability of the association to grow and meet the business needs of members. Additionally, this position will be evaluated on the following metrics:

  • Quantity and Quality of research deliverables.
  • Responsiveness to member inquiry.
  • CVRR of membership base
  • New Membership growth

About TSIA

The Technology & Services Industry Association (TSIA) is the world's leading research organization dedicated to helping technology companies achieve profitable growth and solve their top business challenges. Services, Sales, Product, and Channel organizations at technology companies large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, and exceptional peer networking opportunities. TSIA’s membership community consists of over 40,000 executives from 96 countries and represents 80% of the Fortune 100 technology companies.