Director-Service Technology

Generac Power Systems • Waukesha, WI

1d

About The Position

We are Generac, a leading energy technology company committed to powering a smarter world. Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries. The Director of Service Technology will lead the strategy, development and implementation of technology solutions that enhance customer and consumer service operations while improving the technology landscape. This leadership role is responsible for the day-to-day operations and enhancements of tools such as CRM systems, call centers, AI-driven chatbots, ticketing systems and other technology platforms that support service delivery. The Director of Service Technology will ensure alignment between technology solutions and business objectives while continuously improving the customer service technology landscape.

Requirements

• Bachelors Degree in Information Technology, Computer Science, Business or equivalent work experience
• 8 years of experience in customer service technology or related fields
• 5 years in a leadership role
• Proven experience managing and implementing customer service platforms like CRM, omnichannel solutions, telephony platforms, chatbots, workforce management and other automation tools.
• Strong understanding of emerging trends in customer service technology, including AI, machine learning and data analytics.
• Experience managing vendor relationships and negotiating contracts
• Demonstrated ability to lead cross functional teams and collaborate with stake holders
• Strong analytical, problem solving and decision-making skills.
• Excellent communication and interpersonal skills.

Nice To Haves

• Experience in large-scale customer service operation, preferably in product and service-oriented business
• Experience with working with Agile technology or product delivery teams
• Knowledge of ITIL or similar service management frameworks
• Experience with cloud-based platforms and SaaS solutions

Responsibilities

• Develop and execute a customer service technology roadmap aligned with business goals and customer expectations.
• Oversee selection, implementation and optimization of customer service technologies, including CRM platforms, automation tools, AI and self-service solutions.
• Partner with Customer Service, IT and cross functional business groups to identify needs, improve workflows and ensure successful technology adoption across the organization.
• Partner with IT procurement to manage relationships with technology vendors, ensuring service levels are aligned with organizational needs.
• Familiarity on emerging customer service technologies and trends to integrate cutting-edge tools that enhance customer interactions and operational efficiency
• Leverage customer service data and analytics to measure the effectiveness of technology solutions, identify areas for improvement, and provide actional insights.
• Build and lead a team of customer service technology professionals, fostering a culture of innovation and continuous improvements.
• Manage the budget for technology initiatives, ensuring cost-effective solutions while maximizing the value of investments.
• Partner with Cyber Security and Legal to ensure all systems meet industry compliance standards and data security requirements

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 1,001-5,000 employees