Research Director, Field Services

TSIA is the leading research and advisory firm for technology and services businesses. We empower our members with data-driven insights, best practices, and community connections to achieve profitable growth and operational excellence.

The Opportunity:

We're seeking a dynamic individual for the role of Research Director, Field Services with a deep understanding of the B2B technology landscape and a passion for service delivery operations. In this role, you'll be a thought leader, helping our members (technology & services companies) optimize their field services delivery operations to achieve exceptional customer outcomes and financial performance.

Your Impact:

• Research Expertise: Conduct in-depth research on critical metrics, capabilities, and best practices in technology services delivery, with a focus on the impact of artificial intelligence, data analytics, and device telemetry.
• Content Creation: Develop impactful research reports, presentations, and thought leadership pieces to share with our members and the broader industry, highlighting emerging trends and technologies.
• Member Engagement: Deliver engaging presentations and webinars, lead one-on-one consultations, and answer inquiries to provide members with actionable insights on improving their service operations.
• Benchmarking: Leverage benchmarking studies to help members assess their performance against industry standards, identifying and incorporating relevant data points.
• Data Collection and Survey Analysis: Co-design surveys and polls run by our analytics team to identify industry trends, organizational capabilities, and best practices.
• Cross-Functional Collaboration: Partner with our Analytics, Marketing, Sales, and Customer Success teams to drive member value and achieve company goals.

Ideal Profile for a Field Services Research Director:

• Industry Experience: 5-10 years of experience in technology services delivery operations (support, field, managed services).
• Technical Acumen: Hardware services background with deep understanding of service delivery platforms, device telemetry, ITIL, SRE (Site Reliability Engineering), data analytics, and artificial intelligence to improve delivery operations. Technical certifications are a major plus.
• Analytical Mindset and Strong Appetite to Learn: Ability to analyze complex data, identify trends, and derive actionable insights.

Benefits

There are many reasons why we think you’ll love being part of the TSIA team (like flexible hybrid or remote work options, a great benefits package, professional development opportunities, and unlimited paid time off, to name a few), but here are three we think you’ll be really excited about:

We’re a growth company. Since TSIA was founded in 2009, we’ve steadily grown year over year, and we continue to see growth as we expand into new markets and add new offerings to our product portfolio. As a privately-owned company, we maintain the advantage of being able to be nimble and dynamic, which empowers employees to make quick decisions, learn from mistakes, and work together as one TSIA team to accomplish our goals.

We work with the biggest and best names in tech. TSIA is the world’s leading research organization dedicated to helping technology companies of all sizes achieve profitable growth and solve their top business challenges. That means when you join the TSIA team, you’ll have the opportunity to work with tech companies from around the globe and interact with some of the top executives in the industry. And with 80% of the Fortune 100 Tech companies as our members, we have a strong foothold in the industry and are making a big impact.

We value our employees and promote from within. At TSIA, we know that the secret to providing the best experience for our members starts with happy employees. Our company culture celebrates diversity, individuality, and growth, providing you with ample opportunities to showcase your strengths with support for further developing your skills. We understand the importance of a healthy work-life balance, and pride ourselves in creating an ideal environment for you to advance your career — come grow with us! To find your role at TSIA, go to www.tsia.com/careers.