Head of North America - Field & Customer Support

Digital Control • Kent, WA

7d • $168,700 - $224,700 • Hybrid

About The Position

Digital Control Incorporated (DCI) is the world’s leading supplier of underground locating and steering products for the horizontal directional drilling (HDD) industry. Since the introduction of this revolutionary technology 30 years ago, Digital Control has been at the forefront of trenchless technologies that enable the efficient installation of underground utilities such as fiber optic, telecom, gas, and water lines world-wide. DCI’s products are valued for their durable design, ease of use and uncompromising commitment to customer service. DCI customer support is a long-standing, tried-and-true pillar of our success and an essential part of our customers’ day-to-day workflow. Our strategy pretty simple: build top-tier products and back them up with world-class customer support. That approach sets us apart and creates lasting, successful relationships with our customers. No call trees. No automated assistance. Real people with real experience who can get our customers unstuck and back on their way. Whatever it takes, we go above and beyond to support our customers 24 hours a day, 7 days a week, 365 days a year. This is an opportunity to lead one of the most important customer-facing functions at a highly respected technology company and help shape the next generation of DCI’s North American customer experience. We are seeking an accomplished and customer-obsessed Head of North America – Field & Customer Support to lead the strategy, organization, and execution of customer and field support across the United States and Canada. This leader will own the customer support experience from A to Z: startups, field demos, support deployment, technical issue resolution, training, escalation, and long-term customer success. The role will directly lead a US-based field organization and in-house Tech Support team, while working constantly across the company to ensure DCI customers receive the best products and best support in the industry. The ideal candidate is a highly visible, positive, operational leader with a good sense of humor. A deep understanding of the demanding, time-sensitive, high-pressure environments our customers work in is a must. These environments are unforgiving, and equipment uptime directly impacts their business. The ideal candidate will bring a strong combination of customer and dealer empathy, technical prowess, industry relationships, operational rigor, and leadership capability to continually raise the standard for DCI’s support organization.

Requirements

• Bachelor's degree in Business, Engineering, Operations, or a related discipline; advanced degree preferred.
• 12+ years of progressive leadership experience in field, technical support, customer experience, operations, industrial technology, HDD equipment, or a related environment.
• 10+ years leading managers and geographically distributed teams.
• Demonstrated success building or scaling a field service or customer support organization.
• Strong experience managing customer escalations and complex technical-service environments.
• Experience in construction equipment, heavy equipment, industrial technology, utilities, or a related industry.
• Proven ability to establish operating metrics, processes, and accountability systems.
• Demonstrated financial and business acumen, including budgeting and resource planning.
• Excellent communication and executive-level relationship-building skills.
• Willingness and ability to travel extensively throughout North America.

Nice To Haves

• Experience in horizontal directional drilling, trenchless technology a bonus
• Familiarity with contractor, dealer, and equipment-distribution business models.
• Experience supporting technically sophisticated products used in demanding field environments.
• Experience integrating service, technical support, training, warranty, and customer service functions.
• Experience using CRM, field-service management, customer-support, or knowledge-management platforms.
• Experience leading organizational transformation or significant operational growth.

Responsibilities

• Lead the North American Support Strategy: Develop and execute DCI's North American Field & Customer Support strategy in alignment with company objectives. Establish a scalable support model capable of supporting DCI's growing customer and dealer base. Support clear field and internal support standards, operating rhythms, escalation paths, and performance expectations. Ensure customers and dealers receive a consistent, high-quality experience across phone, digital, field, training, and technical support channels. Represent the voice of the customer in company-wide strategic and product decisions.
• Lead and Develop the Field Organization: Provide leadership to DCI's North American Field Support organization. Optimize geographic coverage, staffing, travel, workload, and resource allocation. Ensure field representatives have the training, tools, product expertise, and resources necessary to support customers effectively. Develop a strong culture of ownership, responsiveness, technical excellence, and customer advocacy. Build succession plans and develop the next generation of DCI field and support leaders. DCI's North American field organization provides hands-on customer and contractor support across multiple territories, including jobsite assistance, product education, demonstrations, and technical support.
• Elevate Customer Support: Lead the evolution of DCI's customer support organization and operating model. Ensure customers have rapid access to knowledgeable support, particularly when equipment issues affect active drilling operations. Improve escalation management, issue resolution, and communication across the customer journey. Establish mechanisms to identify recurring customer issues and drive them to permanent resolution. Partner with Customer Service team to continuously improve support processes and customer service capabilities. DCI currently provides 24/7/365 customer support through experienced customer service personnel, reflecting the critical importance of uptime to its customers.
• Strengthen the Dealer and Customer Experience: Partner with DCI's dealer network to ensure consistent customer support and technical expertise throughout North America. Establish clear roles and expectations between DCI, dealers, and customers. Develop programs that increase dealer and customer product knowledge, confidence, and adoption. Use customer and field feedback to identify opportunities for improved products, training, documentation, and support. Build strong relationships with customers and dealers and serve as an executive escalation point when appropriate.
• Drive Operational Excellence: Establish and manage KPIs covering customer satisfaction, response time, resolution time, field utilization, first-time resolution, escalation volume, training effectiveness, and cost-to-serve. Use data and customer feedback to identify trends and prioritize improvements. Standardize processes while preserving the responsiveness and hands-on culture that differentiates DCI. Identify opportunities to leverage technology, automation, knowledge management, and digital support tools. Develop annual operating plans and budgets for the North American support organization.
• Partner Across DCI: Collaborate with Product Management and Engineering to communicate customer needs and field insights. Partner with Quality and Manufacturing to identify and resolve systemic product issues. Work with Marketing to support product launches, demonstrations, customer education, and market development. Collaborate with Manufacturing and RMA to provide feedback translating into measurable product and business improvements.

Benefits

• Unparalleled health benefits (PPO plan with no deductibles, no co-pays, DCI covers 99% of costs)
• Quarterly bonuses
• Professional development
• 401k match (3% match from DCI regardless of participation, 5% maximum match, 100% vested immediately)
• 22 days PTO
• Parental leave
• Company covers 100% of payroll taxes for state family medical leave
• 11 annual paid holidays plus 1 floating holiday
• Winter break (we are closed the last week of each year)

What This Job Offers

• Job Type: Full-time
• Career Level: Executive