Director of Technical and Service Support-Manufacturing

Versique; Fairmont (MN); Sur place; USD 140 000 - 180 000; Plein temps

Avantages offerts par ce poste

Health Insurance

Dental

Vision

Long-Term Disability

Short-Term Disability

HSA

FSA

401K

Résumé du poste

Versique, based in Southern Minnesota, seeks a Director of Technical and Service Support to lead client service departments, drive operational excellence, and improve financial performance. The role focuses on developing service strategies, optimizing resources, and establishing KPIs to sustain high customer satisfaction.

The successful candidate will coach senior teams across Phone Support and Field Services, align initiatives with company growth, and manage budgeting and performance reporting

Qualifications

• Bachelor’s degree in engineering, technology, business, or a related field preferred.
• 5+ years in leadership overseeing technical service or field service teams.
• Experience with industrial equipment and control software.
• Willingness to travel up to 20%.
• Knowledge of PLCs/electrical systems is highly desired.

Responsabilités

• Lead, coach, and develop the Phone Support Supervisor and Field Services Manager, ensuring performance and customer service standards.
• Develop and execute long-term service operations strategy aligned with company goals and growth.
• Set departmental objectives, priorities, and strategic initiatives to meet organizational goals.
• Promote collaboration between Phone Support and Field Service to ensure seamless customer support.
• Oversee budgeting, resource planning, and expense management for cost-effective operations.
• Implement onboarding and succession plans to strengthen organizational capability.
• Manage KPIs, customer satisfaction, and operational reporting to drive continuous improvement.

Connaissances

Leadership

Travel willingness

Team development

Operational performance

Formation

Bachelor’s degree in engineering or related field

Outils

ERP

CRM

Service management software

Description du poste

The Director of Technical and Service Support provides strategic leadership for our client service departments through their respective leaders. This role is responsible for driving operational excellence, customer satisfaction, and financial performance by developing service strategies, optimizing resources, establishing key performance indicators, and leading continuous improvement initiatives.

Location: Southern Minnesota

Salary: 140-180K DOQ

Benefits provided by client:

• Health Insurance
• Dental
• Vision
• LTD, STD
• HSA
• FSA
• 401K

Roles & Responsibilities:

Leadership and Department Management

• Lead, coach, and develop the Phone Support Supervisor and Field Services Manager, holding both departments accountable for operational performance, customer service standards, employee development, and achievement of organizational goals.
• Develop and execute the long-term strategy for service operations, aligning departmental initiatives with company objectives, customer needs, and future business growth.
• Establish departmental objectives, priorities, and strategic initiatives that align with organizational goals.
• Promote collaboration between the Phone Support and Field Service departments to ensure seamless customer support.
• Direct departmental budgeting, resource planning, and expense management to ensure cost-effective operations.
• Develop onboarding, employee development, and succession plans to strengthen organizational capability.
• Manage departmental performance through KPIs, customer satisfaction metrics, and operational reporting, using data-driven insights to lead continuous improvement initiatives that enhance efficiency, service quality, and response times.

Service Operations & Customer Experience

• Oversee multi-channel customer support operations, including inbound technical phone support, remote diagnostics, and field service operations, ensuring effective staffing, scheduling, workload balancing, customer responsiveness, and consistent execution of service processes and quality standards.
• Serve as the executive escalation point for complex customer issues while establishing effective escalation processes and ensuring collaboration between Support, Engineering, Sales, and Project Management teams.
• Build and maintain strong customer relationships by providing proactive leadership, overseeing service-related policies and processes, and partnering with Engineering, Sales, Production, and Project Management to deliver an exceptional customer experience throughout the customer lifecycle.
• Oversee service administration, including billing, warranty, repair authorization, product return processes, and related customer service policies.

Technical & Operational Excellence

• Serve as a technical leader by maintaining a strong working knowledge of automation, controls, electrical, networking, and software systems to effectively support technical operations and leadership decision-making.
• Champion the adoption of emerging technologies, including remote diagnostic tools, automation, and service management software to improve operational performance.
• Ensure consistent utilization of ERP, CRM, and other business systems to maintain accurate customer documentation and operational reporting.

Required Skills & Experience:

• Bachelor’s degree in engineering, technology, business, or a related field preferred.
• 5 + years of leadership experience, preferably managing technical service, field service, customer support, or industrial automation teams.
• Open to 20% travel
• 5 + years of experience with industrial equipment, including pumps, liquid and dry product transfer equipment, electrical panels, as well as an understanding of control software, is desired.
• Knowledge of PLC and/or electrical experience and education are highly desired.
• 5+ years of experience developing teams, establishing processes, and improving operational performance.

Versiqueis anequal-opportunityemployer committed to creating a diverse workforce. We consider all qualified applicants regardless of race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status.