Director – Technology Support Services

WESCO; Ashburn (VA); On-site; USD 170,000 - 210,000; Full time

Job summary

Wesco seeks a Director – Technology Support Services to lead a team of experienced technical professionals and managers delivering expert support to internal and external customers. You will set measurable annual objectives for the team and drive improvements across processes and documentation.

The role requires strong leadership, strategic planning, and ability to collaborate with engineering, supply chain, and marketing, with travel up to 25%.

Qualifications

• Bachelor's degree in Engineering or Information Technology or related field.
• 13+ years in a technical role involving design, implementation or commissioning.
• 2+ years leading a team of 6+ direct reports preferred.
• Proficiency with MS Office tools (Outlook, Word, Excel, PowerPoint).

Responsibilities

• Plan, budget, administer, and manage team capacity, operations, and initiatives.
• Provide technical support to internal and external customers through a senior team.
• Oversee vendor training activities for the TSS team.
• Develop, approve, and improve processes, procedures, and policies.
• Maintain KPI reporting and performance analysis for senior management.
• Create customer-facing and internal docs, troubleshooting flows, and FAQs.
• Coach and mentor a team of experienced professionals or managers.
• Communicate product issues and customer needs with engineering, marketing, QA, and supply chain.
• Deliver presentations to Senior Management and at industry events.

Job description

As the Director – Technology Support Services (TSS), you will provide leadership and oversee a team of experienced technical professional employees or managers; this team will provide technical expertise to internal and external customers. You will be responsible for setting and ensuring measurable annual individual performance objectives for their team.

Responsibilities:

• Responsible for planning, budgeting, administration, and management of team capacity, operations, and strategic and operational projects, and initiatives.
• Provides technical support to external and internal customers as needed in their field of expertise, while managing a team of subject matter experts/managers.
• Oversees the vendor training activities for team and others within the TSS organization.
• Develops and approves processes, procedures and policies for continual improvements.
• Maintains reporting of key performance indicators (KPI), analysis of KPI’s and reporting to senior management.
• Develops, reviews, and approves customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs to ensure consistent customer experience.
• Coaches & mentors a team of experienced technical professional or manager level employees.
• Communicates with engineering, applications engineering, marketing, category management, Supply Chain Services, and quality assurance divisions of any product problems, opportunities, software bugs or emerging customer needs.
• Delivers presentations to Senior Management level and at industry events / tradeshows.

Qualifications:

• Bachelor’s degree required; field of Engineering or Information Technology preferred
• Licenses/Certificates/Designations — based on field of technical expertise
• 13+ years of experience in the technical field of expertise in design, implementation and/or commissioning
• 2 years of experience of leading a team of at least 6 direct reports preferred
• AutoCAD 2D or iBwave or JVSG preferred
• BICSI RCDD and OSP or NTS or DCDC or industry equivalent preferred
• Customer-centric mindset
• Strong leadership skills and team development
• Strong presentation skills to external and internal audiences, including senior management
• Proficiency with computer skills including Microsoft Outlook, Word, Excel, and PowerPoint
• Ability to travel up to 25%

At Wesco, we build, connect, power and protect the world. As a leading provider of business-to-business distribution, logistics services and supply chain solutions, we create a world that you can depend on.

Our Company’s greatest asset is our people. Wesco is committed to fostering a workplace where every individual is respected, valued, and empowered to succeed. We promote a culture that is grounded in teamwork and respect. With a workforce of over 20,000 people worldwide, we embrace the unique perspectives each person brings. Through comprehensive benefits https://www.wesco.com/us/en/our-company/careers/work-at-wesco.html#benefits and active community engagement, we create an environment where every team member has the opportunity to thrive.

Founded in 1922 and headquartered in Pittsburgh, Wesco is a publicly traded (NYSE: WCC) FORTUNE 500® company.

Wesco International, Inc., including its subsidiaries and affiliates (“Wesco”) provides equal employment opportunities to all employees and applicants for employment. Employment decisions are made without regard to race, religion, color, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law. US applicants only, we are an Equal Opportunity Employer.

Los Angeles Unincorporated County Candidates Only: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.

This posting is for a current, active vacancy intended for immediate hire.