Director, Technical Support

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

Job Overview

The Director, Technical Support, Lifecycle Services N.A. is responsible for leading and continuously improving 24/7 technical support and hotline operations across North America, delivering comprehensive technical services spanning software, controls, robotics, conveyor systems, and advanced automation technologies. This role ensures always-on customer support, rapid issue resolution, and system reliability for mission-critical automated environments.

The Director, Technical Support, Lifecycle Services N.A. partners closely with Sales, customers, and key technology vendors to support strategic account relationships and critical customer QBRs, reinforcing confidence in technical performance, vendor coordination, and lifecycle support delivery.

The Director, Technical Support, Lifecycle Services N.A. is a key member of the TAL N.A. Management Team and reports directly to the Vice President, Lifecycle Services N.A.

Job Functions

• 24/7 Technical Support & Hotline Operations
  • Own and operate a 24/7/365 technical support hotline.
  • Define staffing models, on-call rotations, and escalation paths.
  • Drive improvements in first-call resolution, MTTR, and all contract driven metrics.

• Multi-Discipline Technical Services Leadership
  • Lead support across software, controls/PLC, robotics, conveyor, and advanced automation technologies.
  • Ensure technical depth, training, and readiness across all disciplines.

• Sales Partnership, Customer QBRs & Vendor Coordination
  • Partner with Sales to support strategic and at-risk accounts.
  • Participate in and support critical customer QBR meetings.
  • Coordinate with key vendors to support issue resolution and customer discussions.
  • Align internal teams and vendors to ensure consistent messaging and accountability.

• Escalation Management & Continuous Improvement
  • Serve as executive point of accountability for critical escalations.
  • Lead root cause analysis and corrective/preventive actions.

• Leadership & Team Development
  • Lead and develop high-performing technical support teams.
  • Foster a culture of accountability, continuous improvement, and customer-first thinking.

Travel Requirements

• Less than 15% travel

Required Qualification s and Preferred Skills:

Core Competencies

• Strategic thinker with strong analytical and problem-solving capabilities.
• Proven leader with experience managing complex technical support or service organizations.
• Strong customer-facing and escalation management skills.
• Ability to influence senior stakeholders and drive alignment across cross-functional teams.
• Results-driven mindset with a focus on operational excellence and scalability.
• Excellent written and verbal communication skills.

Experience & Education

• 10+ years of experience in technical support, service operations, lifecycle services, or related operational leadership roles.
• Demonstrated experience leading enterprise or mission-critical technical support environments.
• Bachelor’s degree in Engineering, Operations, Business, or a related discipline (advanced degree a plus).
• Strong technical understanding of automated systems, software-enabled solutions, or complex industrial environments.
• Experience managing geographically distributed teams.
• Willingness to travel as required.
• Exceptional communication skills with the ability to influence, collaborate, and drive alignment among stakeholders.
• Adaptable team player who thrives in a diverse and dynamic business environment.
• Strong cultural awareness, capable of navigating complex business landscapes across the North American region.
• Must be eligible to work in the USA long term without sponsorship.
• Employees must follow all information security policies, protect confidential data, complete required training, and report any suspected security incidents to support our information security controls.

Location

• This position will be located in Noblesville, Indiana.

About Toyota Automated Logistics:

Toyota Automated Logistics is your global partner for integrated warehouse automation. Our team combines the talents of Bastian Solutions, Vanderlande’s warehousing business and viastore under one brand to deliver scalable systems, intelligent software and life-cycle services.

In addition to exciting work at a growing company, we offer the following benefits:

• Health, Dental, and Vision Insurance
• 401(k) Retirement Plan with a company match
• Vacation / Holiday Pay
• Paid Volunteer time off
• Tuition Reimbursement
• Professional Associations, Conferences and Subscriptions
• Company Meetings & Events

Toyota Automated Logistics does not work with outside recruiting agencies. No solicitation phone calls please.