Director of Technical Services & Customer Excellence

DSJ Global; Taylorville (IL); On-site; USD 110,000 - 150,000; Full time

Job summary

DSJ Global is seeking a Senior Director/Head of Technical Services to lead a cross-location team of Technical Support and Field Service professionals. The role focuses on process improvement, documentation, and delivering operational excellence across service delivery.

The ideal candidate will have extensive experience managing customer-facing teams, implementing metrics, and driving organizational change while fostering a culture of responsiveness and continuous improvement.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years leading Technical Support, Field Service, or Service Operations teams.
• Proven track record building high-performing technical or customer-facing teams.
• Experience implementing service metrics and accountability frameworks.
• Strong cross-functional collaboration with engineering and operations.
• Excellent leadership and relationship-building skills.
• Analytical problem-solving with root cause analysis experience.
• Ability to drive organizational change and scalable processes.

Responsibilities

• Lead and develop a team of Technical Support and Field Service professionals.
• Establish performance expectations, accountability, and service standards.
• Drive continuous improvement of customer support processes and documentation.
• Oversee issue resolution with timely escalation and follow-through.
• Develop case management, tracking, and reporting systems.
• Partner with Engineering, Operations, Warranty, and Sales to resolve issues.
• Conduct root cause analysis and implement corrective actions.
• Improve communication between internal teams, dealers, and customers.
• Coach and develop technicians to maximize performance.
• Foster a customer-focused culture of responsiveness and continuous improvement.

Skills

Leadership

Team Development

Process Improvement

Customer Service Ops

Root Cause Analysis

Cross-functional Collaboration

Communication

Change Management

Education

Bachelor's degree

Job description

DSJ Global is seeking a Senior Director/Head of Technical Services to lead a cross-location team of Technical Support and Field Service professionals. The role focuses on process improvement, documentation, and delivering operational excellence across service delivery.

The ideal candidate will have extensive experience managing customer-facing teams, implementing metrics, and driving organizational change while fostering a culture of responsiveness and continuous improvement.