North America Field & Customer Support Leader

Digital Control Incorporated; Kent (WA); 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

Paid holidays

Winter break

Job summary

Digital Control Incorporated (DCI) is seeking a senior leader to guide North American customer support, field operations, and dealer relationships. The role leads strategy, builds scalable support models, and drives excellence across phone, digital, training, and on-site services.

The candidate will shape organizational development, mentor field leaders, and partner with product, quality, and marketing teams to improve the customer journey, ensuring uptime for HDD equipment customers across

Qualifications

• Bachelor's degree in Business, Engineering, Operations, or a related discipline; advanced degree preferred.
• 12+ years of progressive leadership experience in field, technical support, customer experience, operations, HDD equipment, or related environment.
• 10+ years leading managers and geographically distributed teams.
• Demonstrated success building or scaling a field service or customer support organization.
• Strong experience managing customer escalations and complex technical-service environments.

Responsibilities

• Develop and execute North American Field & Customer Support strategy in alignment with company objectives.
• Establish a scalable support model to grow customer and dealer base.
• Ensure consistent, high-quality customer interactions across phone, digital, field, training, and technical channels.
• Provide leadership to North American Field Support organization; optimize coverage and resources.
• Drive operational excellence with KPIs such as customer satisfaction, response time, and cost-to-serve.

Skills

Customer-focused

Leadership

Strategic thinking

Communication

Travel readiness

Education

Bachelor's degree in Business/Engineering/Operations

Tools

CRM systems

Field-service software

Knowledge management platforms

Job description

Digital Control Incorporated (DCI) is seeking a senior leader to guide North American customer support, field operations, and dealer relationships. The role leads strategy, builds scalable support models, and drives excellence across phone, digital, training, and on-site services.

The candidate will shape organizational development, mentor field leaders, and partner with product, quality, and marketing teams to improve the customer journey, ensuring uptime for HDD equipment customers across