Director of 24/7 Technical Support & Lifecycle Services

Socket.dev; Indianapolis (IN); On-site; USD 130,000 - 170,000; Full time

Benefits offered by this job

Health Insurance

401(k) Retirement Plan with company 0%

Vacation / Holiday Pay

Paid Volunteer time off

Tuition Reimbursement

Professional Associations, Conferences

Company Meetings & Events

Job summary

Toyota Automated Logistics seeks a Director of Technical Support, Lifecycle Services NA, to lead 24/7/365 North American technical support across software, controls, robotics, and automation. This role ensures rapid issue resolution, system reliability, and customer satisfaction, reporting to the VP, Lifecycle Services NA.

You will partner with Sales, customers, and key vendors to support strategic accounts and QBRs, while driving improvements and cross-functional alignment in a mission-critical

Qualifications

• 10+ years in technical support, service operations, lifecycle services, or related leadership positions.
• Experience leading enterprise or mission-critical technical support environments.
• Strong technical understanding of automated systems and software-enabled solutions.

Responsibilities

• Lead 24/7/365 technical support and hotline operations across North America.
• Define staffing models, on-call rotations, and escalation paths.
• Drive improvements in first-call resolution, MTTR, and contract-driven metrics.
• Lead multi-discipline technical services across software, controls, robotics, conveyors, and automation.
• Partner with Sales for strategic accounts and support critical QBRs; coordinate with vendors.
• Serve as executive point for escalations; lead root cause analyses and preventive actions.
• Develop and coach high-performing support teams and foster accountability.

Skills

Strategic thinking

Leadership

Customer escalation

Stakeholder influence

Operational excellence

Communication skills

Education

Bachelor's degree in Engineering, Operations, or related

Job description

Toyota Automated Logistics seeks a Director of Technical Support, Lifecycle Services NA, to lead 24/7/365 North American technical support across software, controls, robotics, and automation. This role ensures rapid issue resolution, system reliability, and customer satisfaction, reporting to the VP, Lifecycle Services NA.

You will partner with Sales, customers, and key vendors to support strategic accounts and QBRs, while driving improvements and cross-functional alignment in a mission-critical