Director - Technology Support Services

CSS; Suwanee (GA); On-site; USD 140,000 - 200,000; Full time

Job summary

CSS in Suwanee, GA seeks a Director of Technology Support Services to lead a team of technical professionals, drive strategic initiatives, and deliver exceptional customer support. You will set objectives, manage budgets and oversee cross-functional collaboration with engineering, marketing, and QA teams.

The role requires extensive leadership experience, strong presentation skills, and the ability to travel up to 25% to meet customer needs and industry events.

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 and implementation and/or commissioning
• 2 years of one email a case ??
• 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%

Responsibilities

• Plan, budget, administer and manage team capacity, operations, and projects.
• Provide technical support to customers while managing a team of subject matter experts/managers.
• Oversee vendor training activities for the TSS team.
• Develop and approve processes, procedures and policies for continual improvements.
• Maintain KPI reporting and analyses for senior management.
• Develop and approve customer-facing and internal documentation on best practices, troubleshooting flowcharts, training materials and FAQs.
• Coach & mentors a team of experienced technical professionals or manager level employees.
• Communicate with engineering, applications engineering, marketing, category management, Supply Chain Services, and quality assurance divisions about product problems or opportunities.
• Deliver presentations to Senior Management level and at industry events / tradeshows.

Skills

Leadership

Team development

Communication

Presentation skills

Customer-centric mindset

MS Office

Travel ready

Education

Bachelor's degree in Engineering or IT

Licenses/Certificates/Designations

BICSI RCDD and OSP or NTS or DCDC

Tools

AutoCAD 2D

iBwave

JVSG

Job description

As the Director - Technology Support Services (TSS), you will provide leadership andoversee 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 ofEngineering 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 and implementation and/or commissioning
• 2 years of one email a case ??
• 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%