Global Head of Technical & 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 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%).