Director - Technology Support Services

Wesco•Suwanee, GA

17h•$139,693 - $244,463•Onsite

About The Position

As the Director - Technology Support Services (TSS), you will provide leadership and oversee a team of experienced technical professional employees or managers. This team will provide technical expertise to internal and external customers. You will be responsible for setting and ensuring measurable annual individual performance objectives for their team.

Requirements

Bachelor’s degree required; field of Engineering or Information Technology preferred
Licenses/Certificates/Designations – based on field of technical expertise
13+ years of experience in the technical field of expertise in design, implementation and/or commissioning
Customer-centric mindset
Strong leadership skills and team development
Strong presentation skills to external and internal audiences, including senior management
Proficiency with computer skills including Microsoft Outlook, Word, Excel, and PowerPoint
Ability to travel up to 25%

Nice To Haves

2 years of experience of leading a team of at least 6 direct reports preferred
AutoCAD 2D or iBwave or JVSG preferred
BICSI RCDD and OSP or NTS or DCDC or industry equivalent preferred

Responsibilities

Responsible for planning, budgeting, administration, and management of team capacity, operations, and strategic and operational projects, and initiatives.
Provides technical support to external and internal customers as needed in their field of expertise, while managing a team of subject matter experts/managers.
Oversees the vendor training activities for team and others within the TSS organization.
Develops and approves processes, procedures and policies for continual improvements.
Maintains reporting of key performance indicators (KPI), analysis of KPI’s and reporting to senior management.
Develops, reviews, and approves customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience.
Coaches & mentors a team of experienced technical professional or manager level employees.
Communicates with engineering, applications engineering, marketing, category management, Supply Chain Services, and quality assurance divisions of any product problems, opportunities, software bugs or emerging customer needs.
Delivers presentations to Senior Management level and at industry events / tradeshows.