Global Director, Technical and Customer Support
About The Position
Flex is seeking a Global Director, Technical and Customer Support to lead, strategize, and continuously improve the company's global technical and customer support organizations. This role is responsible for ensuring exceptional customer experience and efficient resolution of product and service issues. The Director will partner with various departments to drive issue resolution and product improvements, establish key performance indicators (KPIs) and service standards, and develop organizational capabilities through talent management. The role also involves managing budgets, resources, and technology investments, ensuring compliance with regulations, and serving as the executive owner for major customer escalations.
Requirements
- 10+ years of progressive experience in Technical Support, Customer Support, Field Services, Engineering Services, Warranty, or related functions.
- 5+ years of experience leading global or multi-regional support organizations.
- Demonstrated leadership experience managing managers and geographically dispersed teams.
- Strong knowledge of electrical power distribution systems, critical power infrastructure, data center equipment, or related industrial technologies.
- Proven experience managing customer escalations and mission-critical service events.
- Experience establishing and managing support KPIs, service level agreements (SLAs), and operational performance metrics.
- Experience implementing and governing case management, CRM, ticketing, and knowledge management systems.
- Demonstrated success building scalable support processes and driving continuous improvement initiatives.
- Ability to travel globally as required (typically 20-35%)
Responsibilities
- Lead the global Technical Support and Customer Support organizations, ensuring exceptional customer experience and efficient resolution of product and service issues.
- Own global support strategy, operational performance, escalation management, knowledge management, and documentation governance.
- Partner with Engineering, Product Management, Quality, Warranty, and Field Services to drive issue resolution, product improvements, and customer success.
- Establish support KPIs, service standards, and continuous improvement initiatives to enhance responsiveness, efficiency, and customer satisfaction.
- Develop organizational capabilities through workforce planning, talent development, succession planning, and performance management.
- Lead integration and standardization of support functions across regions, product lines, and acquired businesses.
- Manage departmental budgets, resources, and technology investments to support scalable business growth.
- Ensure compliance with applicable quality, safety, regulatory, and corporate requirements.
- Serve as executive owner for major customer escalations and critical support events.
Benefits
- Full range of medical, dental, and vision plans
- Life Insurance
- Short-term and Long-term Disability
- Matching 401(k) Contributions
- Vacation and Paid Sick Time
- Tuition Reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
