Director - Technology Support Services

As the Director - Technology Support Services (TSS), you will provide leadership and oversee a team of experienced technical professional employees or managers; this team will provide technical expertise to internal and external customers. You will be responsible for setting and ensuring measurable annual individual performance objectives for their team.

Responsibilities:

• Responsible for planning, budgeting, administration, and management of team capacity, operations, and strategic and operational projects, and initiatives. 


• Provides technical support to external and internal customers as needed in their field of expertise, while managing a team of subject matter experts/managers.


• Oversees the vendor training activities for team and others within the TSS organization.


• Develops and approves processes, procedures and policies for continual improvements.


• Maintains reporting of key performance indicators (KPI), analysis of KPI’s and reporting to senior management.


• Develops, reviews, and approves customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience.


• Coaches & mentors a team of experienced technical professional or manager level employees.


• Communicates with engineering, applications engineering, marketing, category management, Supply Chain Services, and quality assurance divisions of any product problems, opportunities, software bugs or emerging customer needs. 


• Delivers presentations to Senior Management level and at industry events / tradeshows.

Qualifications:

• Bachelor’s degree required; field of Engineering or Information Technology preferred


• Licenses/Certificates/Designations – based on field of technical expertise


• 13+ years of experience in the technical field of expertise in design, implementation and/or commissioning


• 2 years of experience of leading a team of at least 6 direct reports preferred


• AutoCAD 2D or iBwave or JVSG preferred


• BICSI RCDD and OSP or NTS or DCDC or industry equivalent preferred


• Customer-centric mindset


• Strong leadership skills and team development


• Strong presentation skills to external and internal audiences, including senior management


• Proficiency with computer skills including Microsoft Outlook, Word, Excel, and PowerPoint


• Ability to travel up to 25%