Executive Director of Customer Support

Multiquip•Cypress, CA

4d•Hybrid

About The Position

We are seeking a results‑driven, execution‑focused Executive Director, Customer Support to provide end‑to‑end leadership and P&L ownership across Multiquip’s service, support, and customer‑facing operations. This role is responsible for aligning customer experience, operational execution, and financial performance across ServicePlus, Field Service, Tech Support (MTAC), Parts, Kitting, and MQ ICON. The Executive Director will lead with a strong customer‑centric mindset, translating strategy into measurable outcomes that drive revenue growth, margin expansion, operational consistency, and long‑term customer loyalty. This role partners closely with executive peers and key customers to ensure scalable, repeatable execution that delivers both financial and customer results.

Requirements

Bachelor’s degree (B.A. or equivalent) required
8–10 years of progressive leadership experience in service, support, operations, or customer‑facing environments
Demonstrated ownership of P&L results, including revenue growth, margin expansion, and cost control
Exceptional customer service leadership experience
Strong business, financial, and operational acumen
Proven ability to translate strategy into execution with measurable outcomes
Experience leading change, simplifying complex operations, and standardizing processes
Ability to use operational and financial metrics to guide staffing, investment, and execution decisions
Strong cross‑functional leadership and executive‑level communication skills
Ability to manage multiple priorities and remain effective under pressure
Strong sense of urgency with disciplined execution
Ability to solve practical problems in environments with limited standardization
Ability to interpret written, verbal, diagram, and schedule‑based instructions

Responsibilities

Lead the MQ Sphere business plan, placing Customer Experience at the center of service delivery, support execution, and parts ordering through speed, clarity, reliability, and consistency.
Translate enterprise strategy into clear priorities, operating plans, and measurable goals across service and support teams.
Deliver consistent execution through small, repeatable wins that reinforce accountability, ownership, and momentum.
Scale ServicePlus as a billable, managed service offering while maintaining Field Service focus on warranty and execution‑specific onsite work.
Position Tech Support (MTAC) as both an execution engine and monetization capability through diagnostics, upselling, and billable remote services.
Ensure Maintenance Kits operate as a standardized, scalable, revenue‑generating product offering through bundling, lifecycle management, and tight integration with service and parts workflows.
Drive service and parts revenue growth using predictive analysis and data‑driven insights.
Own full P&L responsibility, driving revenue growth, margin performance, cost control, and return on investment.
Establish a consistent operating cadence with standardized metrics, performance reviews, and accountability tied directly to financial and customer outcomes.
Make headcount and investment decisions based on measured results and data, not fixed assumptions.
Collaborate with executive peers, operational leaders, and key customers to strengthen relationships and improve outcomes.
Translate customer needs into scalable, repeatable operating solutions.
Lead change initiatives that simplify complexity, standardize execution, and improve enterprise‑wide service delivery.
Develop leaders who think beyond functional silos and understand the impact of decisions on customers, profitability, and execution.
Foster a culture of urgency, accountability, and continuous improvement across teams.