Global Director, Technical Customer Support

JobRx, Inc.; Exton (PA); Hybrid; USD 150,000 - 210,000; Full time

Benefits offered by this job

Hybrid onsite 3 days per week

Inclusive & collaborative culture

Performance-based bonuses

Global career opportunities

Job summary

West is seeking a strategic leader to oversee the NA and EU Technical Customer Support teams, aligning global processes with APAC where appropriate. You will elevate talent, ensure service excellence for customers, and partner with Sales, Marketing and Product Management to grow key commercial accounts.

You will build technical market knowledge, lead cross-functional initiatives, and manage SLA metrics (NPS/CES) to improve customer experience, reporting to the VP of Customer Operations & Support

Qualifications

• Minimum Bachelor’s degree in a Science or Engineering discipline; MBA preferred.
• 10+ years of experience in team management in pharma/medical devices.
• Strong global leadership experience in a matrix organization.
• Experience developing and implementing strategic priorities and operational execution.

Responsibilities

• Oversee NA and EU Technical Customer Support teams and align global processes.
• Provide technical guidance to regions and ensure science-based responses to customer inquiries.
• Drive SLA metrics and governance routines to improve customer experience (NPS, CES).
• Lead cross-functional collaboration with Sales, Marketing, Regulatory, and R&D.
• Build a global TCS talent strategy including succession planning and leadership development.

Skills

Cross-functional leadership

Executive communication

Strategic planning

Influence without authority

Global operating models

Stakeholder management

Matrix organization experience

Commercial acumen

Education

Bachelor's degree in Science or Engineering

MBA preferred

Job description

West is seeking a strategic leader to oversee the NA and EU Technical Customer Support teams, aligning global processes with APAC where appropriate. You will elevate talent, ensure service excellence for customers, and partner with Sales, Marketing and Product Management to grow key commercial accounts.

You will build technical market knowledge, lead cross-functional initiatives, and manage SLA metrics (NPS/CES) to improve customer experience, reporting to the VP of Customer Operations & Support