Senior Director, Technical Services

Jobvite, Inc.; Addison (IL); On-site; USD 98,000 - 147,000; Full time

Benefits offered by this job

Health insurance

Dental & vision insurance

401(k) with match

Paid time off

Paid holidays

Parental leave

Professional development

Job summary

Parts Town in Addison, IL seeks a Sr. Director, Technical Service to lead the technical support function and expand manufacturer partnerships across the states.

You will manage a large team, own KPIs and budgets, and drive new partnership programs involving parts identification and technical support.

5–7 years of leadership, call center mgmt experience, and strong analytics are essential; a Bachelor’s degree is a plus and Salesforce knowledge is a bonus.

Qualifications

• 5–7 years of leadership experience with increasing responsibilities.
• Proven track record managing high-volume call centers.
• Experience in project data management and process improvement.
• Excellent communication in English (written and verbal).
• Bachelor’s degree is a plus; knowledge of Salesforce a bonus.

Responsibilities

• Drive performance of Technical and Parts Identification teams.
• Lead and develop a large technical staff responsible for partnerships.
• Support complex sales negotiations and partner programs.
• Launch and implement new partnership programs with parts identification.
• Own KPIs, budget, and staffing for the team.

Skills

Leadership

Call center mgmt

Project mgmt

Data mgmt/reporting

Process improvement

English fluency

Education

Bachelor’s degree

Tools

Salesforce

Excel

Access

Job description

As the fastest-growing distributor of restaurant equipment, HVAC and residential appliance parts, we like to do things a little differently. First, you need to understand and demonstrate our Core Values with safety being your first priority . That’s key. But we’re also looking for unique enthusiasm, high integrity, courage to embrace change…and if you know a few jokes, that puts you on the top of our list!

Do you have a genius-level knowledge of original equipment manufacturer parts? If not, no problem! We’re more interested in passionate people with fresh ideas from different backgrounds. That’s what keeps us at the top of our game. We’re proud that our workplace has been recognized for its growth and innovation on the Inc. 5000 list 15 years in a row and the Crain’s Fast 50 list ten times. We are honored to be voted by our Chicagoland team as a Chicago Tribune Top Workplace for the last four years.

If you’re ready to roll up your sleeves, go above and beyond and put your ambition to work, all while having some fun, let’s chat –

• Team member appreciation events and recognition programs
• Volunteer opportunities
• Monthly IT stipend
• Casual dress code
• On-demand pay options: Access your pay as you earn it, to cover unexpected or even everyday expenses
• All the traditional benefits like health insurance, 401k/401k match, employee assistance programs and time away –don’t worry, we’ve got you covered.

The Job at a Glance

As the Sr. Director, Technical Service (internally known as Director of Tech Wizards and Parts Detectives) you will manage the technical support function by supporting and continuing to build relationships with our manufacturer partnerships. You will lead the expansion efforts within our Tech Service and Parts Identification teams across the states! If you have a history of strong management skills and strive to make things happen each and every day by embracing change, leveraging technology, and delivering innovative solutions- then we want you to apply!

A Typical Day

• Drive the performance of Technical and Parts Identification teams to contribute and support our manufacturer partners
• Lead and develop the technical team of professionals who are accountable for executing the technical support partnerships
• Assist with complex sales negotiations, attend sales presentations, and helps close manufacturer partnership programs
• Successfully launch and implement new partnership programs involving parts identification and technical support
• Use a strong analytical foundation to uncover fresh and innovative insights that identify business and process improvement opportunities
• Fully own key performance indicators (KPIs), budget, and staffing within the team
• Work collaboratively with other areas of the business to achieve company goals
• Use a strong analytical foundation to uncover fresh and innovative insights that identify business and process improvement opportunities
• Lead, develop and motivate a large team focused on supporting partners’ needs; leverage digital tools and platforms to enhance partner interactions and drive KPI improvement
• Partner closely with Manufacturer Relations team to cultivate a network of influential contacts at all levels to achieve manufacturer partnership commitments

To Land This Opportunity

• You have 5-7 years of leadership experience demonstrating steadily increasing responsibilities
• You’ve developed a proven track record of successfully managing high-volume call center(s)
• You’ve demonstrated skills in project management, data management/reporting, and process improvement
• You thrive in a fast-paced and fast-growing environment
• You’re an all-star communicator and are fluent in English (both written and verbal)
• If you have a Bachelor’s degree, it's a plus
• Bonus points if you have knowledge of Excel, Access, tier-one phone systems, or Salesforce!

About Your Future Team

Our growing team is filled with top performers that are passionate about food (Tombstone ranks as a top pick when it comes to frozen pizza brands). We love to use our onsite equipment - and 3D printer!

At Parts Town, we value transparency and are committed to ensuring our team members feel appreciated and supported. We prioritize our positive workplace culture where collaboration, growth, and work-life balance are celebrated. The salary range for this role is $ 98,466.79 - $ 147,096.83 annually which is based on including but not limited to qualifications, experience, and geographical location. Parts Town is a pay for performance-company. In addition to base pay, some roles offer a profit-sharing program, and an annual bonus depending on the role. Our comprehensive benefits package includes health, dental and vision insurance, 401(k) with match, employee assistance programs, paid time off, paid sick time off, paid holidays, paid parental leave, and professional development opportunities.

Parts Town welcomes diversity and as an equal opportunity employer all qualified applicants will be considered regardless of race, religion, color, national origin, sex, age, sexual orientation, gender identity, disability or protected veteran status.