Director - Technology Support Services

Job description

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%