Director, Application & Technical Service

Ralliant•Town of Glen, NY

About The Position

The Director, Application & Technical Service will build and lead a unified technical organization supporting customers from application discovery through project conversion and installed-base support. The leader will bring Application Support, Field Service, and future Regional FAEs under one organization, strengthen technical selling capability, and establish a scalable model for winning more projects while improving the customer experience. The role will lead and develop application support, field/technical service, and regional FAE capabilities under a common operating model. It will build a Regional FAE team initially aligned to East, Central, and West; establish engagement and handoff practices across commercial, technical, product, and engineering teams; and develop proactive application support that identifies customer needs and converts opportunities into specifications, trials, and wins. The director will also improve application support standards and service levels, lead post-sale technical service, create feedback loops into Product, Quality, Operations, and Engineering, and partner with sales leaders on strategic accounts and major opportunities. The position will define KPIs and operating cadence for applications and technical services, including project influence, conversion, response time, resolution, utilization, and customer outcomes. It will also help shape the long-term technical organization and talent strategy as the business scales. Ralliant is an independent public precision-technology company with a global footprint. Anderson-Negele provides hygienic instrumentation solutions for food, beverage, and life sciences processors, with manufacturing facilities in the United States and Germany and sales and service offices in the United States, Europe, China, India, and Brazil.

Requirements

10+ years in industrial automation, process instrumentation, hygienic processing, or a closely related technical market.
Demonstrated leadership of customer-facing application engineering, sales engineering, technical service, or similar teams.
Strong technical-commercial judgment and ability to connect customer processes and applications to revenue opportunities.
Experience working with distributors, system integrators, OEMs, and end users.
Track record of building teams, improving processes, and driving cross-functional change.
Strong executive communication, coaching, and talent-development skills.
Comfort operating as a working leader in a transformation environment.

Responsibilities

Lead and develop Application Support, Field Service / Technical Service, and Regional FAE capabilities under one operating model.
Hire and build the Regional FAE team, initially aligned to East, Central, and West, with a focus on high-value applications and project conversion.
Establish engagement and handoff models among Account Managers, Regional Sales Leaders, Application Support, FAEs, Field Service, Product, and Engineering.
Build a proactive applications organization that identifies customer process needs, pain points, applications, and sockets, and converts opportunities into specifications, trials, and wins.
Raise the technical and application capability of the commercial team through coaching, field engagement, tools, and structured training.
Improve Application Support effectiveness by establishing qualification, escalation, and lead-routing standards and measurable service levels.
Lead Field Service / Technical Service as the post-sale technical capability, focusing on response, resolution, first-time fix, recurring issue reduction, and customer satisfaction.
Create a closed feedback loop from field and application issues into Product, Quality, Operations, and Engineering.
Partner with Regional Sales Leaders on strategic and focus accounts, major opportunities, competitive conversions, and resource prioritization.
Define KPIs and operating cadence for applications and technical services, including project influence, conversion, response time, resolution, utilization, and customer outcomes.
Help shape the long-term technical organization and talent strategy as the business scales.