Director - Technology Support Services
About The Position
The Director - Technology Support Services (TSS) leads and oversees a team of experienced technical professionals or managers who provide technical expertise to internal and external customers. The role establishes and ensures measurable annual individual performance objectives for the team, and is responsible for planning, budgeting, administration, and management of team capacity, operations, strategic projects, and initiatives. The director provides technical support in their area of expertise as needed, oversees vendor training activities, develops and approves processes and policies for continual improvement, and maintains and reports on key performance indicators to senior management. The role also oversees customer-facing and internal documentation, coaches and mentors experienced employees or managers, communicates product issues and customer needs across relevant business divisions, and presents to senior management and at industry events or tradeshows. Travel of up to 25% is required.
Requirements
- Bachelor’s degree required.
- 13 or more years of experience in the technical field of expertise in design, implementation, and/or commissioning.
- Customer-centric mindset.
- Strong leadership skills and team development abilities.
- Strong presentation skills for internal and external audiences, including senior management.
- Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint.
- Ability to travel up to 25%.
Nice To Haves
- Bachelor’s degree in Engineering or Information Technology.
- Two years of experience leading a team of at least six direct reports.
- AutoCAD 2D, iBwave, or JVSG.
- BICSI RCDD and OSP, NTS, DCDC, or an industry equivalent.
- Licenses, certificates, or designations based on the field of technical expertise.
Responsibilities
- Plan, budget, administer, and manage team capacity, operations, strategic projects, and initiatives.
- Provide technical support to internal and external customers in the director’s field of expertise while managing a team of subject matter experts or managers.
- Oversee vendor training activities for the team and others within the TSS organization.
- Develop and approve processes, procedures, and policies for continual improvement.
- Maintain key performance indicator reporting, analyze KPIs, and report findings to senior management.
- Develop, review, and approve customer-facing and internal documentation, including best practices, troubleshooting flowcharts, training materials, and FAQs.
- Coach and mentor a team of experienced technical professionals or managers.
- Communicate product problems, opportunities, software bugs, and emerging customer needs to engineering, applications engineering, marketing, category management, Supply Chain Services, and quality assurance divisions.
- Deliver presentations to senior management and at industry events or tradeshows.
Benefits
- Paid time off may be available for eligible employees.
- Medical, dental, and vision coverage may be available for eligible employees.
- Retirement savings plans may be available for eligible employees.
- Eligible positions may include participation in a bonus or sales incentive plan, subject to applicable plan terms.
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What This Job Offers
Job Type
Full-time
Career Level
Director
