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 sets and ensures measurable annual individual performance objectives for team members and manages team capacity, operations, budgets, and strategic and operational projects and initiatives. The Director provides technical support in their area of expertise as needed, oversees vendor training activities for the team and others in TSS, and develops and approves processes, procedures, and policies for continual improvement. The position maintains and analyzes key performance indicators (KPIs) and reports them to senior management. It also develops, reviews, and approves customer-facing and internal documentation, including best practices, troubleshooting flowcharts, training materials, and FAQs, to support a consistent customer experience. The role coaches and mentors experienced technical professionals or managers and communicates product problems, opportunities, software bugs, and emerging customer needs to engineering, applications engineering, marketing, category management, Supply Chain Services, and quality assurance divisions. The Director delivers presentations to senior management and at industry events or tradeshows. Travel of up to 25% is required.
Requirements
- Bachelor’s degree required; an Engineering or Information Technology field is preferred.
- 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 abilities.
- Strong presentation skills for external and internal audiences, including senior management.
- Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint.
- Ability to travel up to 25%.
Nice To Haves
- 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.
- Engineering or Information Technology degree field.
Responsibilities
- Lead and oversee a team of experienced technical professionals or managers providing technical expertise to internal and external customers.
- Set and ensure measurable annual individual performance objectives for team members.
- Plan and manage team capacity, operations, budgets, and strategic and operational projects and initiatives.
- Provide technical support to internal and external customers as needed in the relevant field of expertise.
- Oversee vendor training activities for the team and others within the TSS organization.
- Develop and approve processes, procedures, and policies for continual improvement.
- Maintain and analyze key performance indicators 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 experienced technical professional or manager-level employees.
- Communicate product problems, opportunities, software bugs, and emerging customer needs to relevant company divisions.
- Deliver presentations to senior management and at industry events or tradeshows.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
