Global Director, Technical and Customer Support

Anord Mardix; Richmond (VA); On-site; USD 180,000 - 240,000; Full time

Job summary

Anord Mardix in Henrico, VA, is seeking a Global Director, Technical and Customer Support to lead the worldwide support functions. The role focuses on strategy, performance, and continuous improvement of technical and customer support across regions and product lines.

You will collaborate with Engineering, Product, Quality, and Field Services, manage budgets, drive KPIs, and ensure exceptional customer outcomes while traveling as needed (20-35%).

Qualifications

Responsibilities

• Lead the global Technical Support and Customer Support organizations, ensuring exceptional customer experience and efficient resolution of product and service issues.
• Own global support strategy, operational performance, escalation management, knowledge management, and documentation governance.
• Partner with Engineering, Product Management, Quality, Warranty, and Field Services to drive issue resolution, product improvements, and customer success.
• Establish support KPIs, service standards, and continuous improvement initiatives to enhance responsiveness, efficiency, and customer satisfaction.
• Develop organizational capabilities through workforce planning, talent development, succession planning, and performance management.
• Lead integration and standardization of support functions across regions, product lines, and acquired businesses.
• Manage departmental budgets, resources, and technology investments to support scalable business growth.
• Ensure compliance with applicable quality, safety, regulatory, and corporate requirements.
• Serve as executive owner for major customer escalations and critical support events.

Job description

Anord Mardix, a Flex company, is a global leader in critical power solutions. With facilities around the globe, Anord Mardix leads in critical power infrastructure, supporting a myriad of industries, from financial institutions to data centres. At Anord Mardix, we welcome people of all backgrounds. We develop skill sets, encourage curiosity, and enable empowerment – we turn jobs into careers. If this sounds interesting, we’d like to meet you.

Global Director, Technical and Customer Support located in Henrico, VA.

Reporting to the Global Product Line Director - Service, Software & Metering the Global Director, Technical and Customer Support is responsible for the leadership, strategy, performance, and continuous improvement of the company's global technical support and customer support organizations.

What a typical day looks like:

• Lead the global Technical Support and Customer Support organizations, ensuring exceptional customer experience and efficient resolution of product and service issues.
• Own global support strategy, operational performance, escalation management, knowledge management, and documentation governance.
• Partner with Engineering, Product Management, Quality, Warranty, and Field Services to drive issue resolution, product improvements, and customer success.
• Establish support KPIs, service standards, and continuous improvement initiatives to enhance responsiveness, efficiency, and customer satisfaction.
• Develop organizational capabilities through workforce planning, talent development, succession planning, and performance management.
• Lead integration and standardization of support functions across regions, product lines, and acquired businesses.
• Manage departmental budgets, resources, and technology investments to support scalable business growth.
• Ensure compliance with applicable quality, safety, regulatory, and corporate requirements.
• Serve as executive owner for major customer escalations and critical support events.
  

The experience we’re looking to add to our team,

• 10+ years of progressive experience in Technical Support, Customer Support, Field Services, Engineering Services, Warranty, or related functions.
• 5+ years of experience leading global or multi-regional support organizations.
• Demonstrated leadership experience managing managers and geographically dispersed teams.
• Strong knowledge of electrical power distribution systems, critical power infrastructure, data center equipment, or related industrial technologies.
• Proven experience managing customer escalations and mission-critical service events.
• Experience establishing and managing support KPIs, service level agreements (SLAs), and operational performance metrics.
• Experience implementing and governing case management, CRM, ticketing, and knowledge management systems.
• Demonstrated success building scalable support processes and driving continuous improvement initiatives.
• Ability to travel globally as required (typically 20-35%)
  

EC37

Anord Mardix is an Equal Opportunity Employer and employment selection decisions are based on merit, qualifications, and abilities. We do not discriminate based on: age, race, religion, color, sex, national origin, marital status, sexual orientation, gender identity, veteran status, disability, pregnancy status, or any other status protected by law. We're happy to provide reasonable accommodations to those with a disability for assistance in the recruitment process. Please advise us of any accommodations you may need by e‑mailing: [e-mail].