North America Field & Customer Support Leader

Digital Control Inc.; Delaware; On-site; USD 169,000 - 225,000; Full time

Benefits offered by this job

Health benefits

Quarterly bonuses

401k match

22 days PTO

Parental leave

Winter break

Job summary

Digital Control Incorporated (DCI) seeks a highly visible Head of North America – Field & Customer Support to own the strategy, organization, and execution of customer and field support across the United States and Canada.

You will lead the US-based field organization and in-house Tech Support, ensuring uptime and superior service for customers in a fast-paced, high-stakes environment. Extensive travel and cross-functional collaboration are required.

Qualifications

• Bachelor’s degree in Business, Engineering, Operations, or related discipline; advanced degree preferred.
• 12+ years of progressive leadership experience in field, technical support, customer experience, operations, or HDD equipment.
• 10+ years leading managers and geographically distributed teams.
• Proven ability to establish operating metrics, processes, and accountability systems.

Responsibilities

• Lead the North American Support Strategy aligning with company objectives.
• Develop a scalable field & customer support model for growing customer/dealer base.
• Oversee field organization, staffing, travel, and resource allocation.
• Drive rapid access to knowledgeable support during critical drilling operations.
• Partner with product, quality, and marketing to improve products and customer experience.

Skills

Leadership

Customer support

Strategy & planning

Budgeting

Travel readiness

Education

Bachelor’s degree in Business/Engineering/Operations

Advanced degree preferred

Tools

CRM systems

Field service management

Job description

Digital Control Incorporated (DCI) seeks a highly visible Head of North America – Field & Customer Support to own the strategy, organization, and execution of customer and field support across the United States and Canada.

You will lead the US-based field organization and in-house Tech Support, ensuring uptime and superior service for customers in a fast-paced, high-stakes environment. Extensive travel and cross-functional collaboration are required.