Director of Global Customer Support

Ametek; Leicester; On-site; GBP 90,000 - 120,000; Full time

Job summary

A leading global industrial technology solutions provider is seeking a Director of Global Customer Support to lead worldwide customer support efforts. This role entails developing strategies for exceptional service delivery, driving revenue, and ensuring customer satisfaction. Candidates must have a bachelor's degree and 10+ years in service leadership, with strong analytical and communication skills. The successful applicant will lead diverse teams and manage global service operations, contributing to continuous improvement and customer loyalty.

Qualifications

• 10+ years of experience in customer support or service leadership roles.
• Proven track record managing global teams and delivering customer experiences.
• Experience in high-tech or scientific instrumentation industries is preferred.

Responsibilities

• Define and implement global customer support vision and strategy.
• Lead and mentor teams across various customer service functions.
• Monitor KPIs for service quality and customer satisfaction.

Skills

Leadership in customer support

Analytical skills

Communication skills

Organizational skills

International travel ability

Education

Bachelor's degree in Engineering, Business, or related field

Advanced degree

Tools

Salesforce CRM

ERP systems

Job description

The Director of Global Customer Support will lead Gatan's worldwide customer support organization, including Field Service, Technical Support, Regional Repair Centers, and Service Sales. This role is responsible for developing and executing strategies that deliver exceptional service, drive revenue through service offerings, and ensure customer satisfaction across all regions.

Key Responsibilities

• Define and implement a global customer support vision and strategy aligned with business goals.
• Lead and mentor teams across Field Service, Technical Support, Regional Repair Centers, and Service Sales to ensure consistent, high-quality service worldwide.
• Establish and monitor KPIs for response times, resolution rates, service revenue, and customer satisfaction.
• Coordinate efforts with the Factory Repair Center to ensure timely turnaround and manage commercial transactions.
• Drive continuous improvement initiatives, including process optimization and technology adoption.
• Serve as the voice of the customer within the organization, advocating for improvements in products and services.
• Develop programs to enhance customer engagement and loyalty.
• Work closely with Product Management, Engineering, and Sales to resolve complex issues and improve product reliability.
• Coordinate global support efforts to ensure seamless communication and knowledge sharing across regions.
• Manage departmental budgets, staffing plans, and resource allocation to meet service objectives efficiently.
• Create monthly revenue forecasts with a targeted accuracy of 95%
• Develop strategies to grow service revenue through contracts, upgrades, and value-added offerings.
• Partner with Sales teams to identify opportunities and ensure alignment with customer needs.

Qualifications

• Bachelor's degree in Engineering, Business, or related field; advanced degree preferred.
• 10+ years of experience in customer support or service leadership roles, preferably in high-tech or scientific instrumentation industries.
• Proven track record of managing global teams and delivering exceptional customer experiences.
• Strong analytical, organizational, and communication skills.
• Ability to travel internationally as needed.

Preferred Skills

• Experience with Salesforce CRM and support management systems.
• Familiarity with electron microscopy or scientific instrumentation.
• Experience with ERP systems and inventory management systems
• Multilingual capabilities are a plus but not a requirement

AMETEK, Inc. is a leading global provider of industrial technology solutions serving a diverse set of attractive niche markets with annual sales over $7.0 billion.

AMETEK is committed to making a safer, sustainable, and more productive world a reality. We use differentiated technology solutions to solve our customers' most complex challenges. We employ 21,000 colleagues, in 35 countries, that are grounded by our core values: Ethics and Integrity, Respect for the Individual, Inclusion, Teamwork, and Social Responsibility. AMETEK (NYSE:AME) is a component of the S&P 500.

Visit www.ametek.com for more information.