About this role
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%