Technical Services Lead Field Support & Process Improvement

DSJ Global; Taylorville (IL); On-site; USD 110,000 - 150,000; Full time

Job summary

DSJ Global is seeking a proven leader to elevate its Technical Services function in manufacturing, focusing on process improvement, team development, and operational excellence.

The role spans multiple locations, driving service standards, cross-functional collaboration with Engineering, Operations, and Sales, and mentoring senior technical staff to build scalable solutions.

You'll analyze performance, implement robust case management, and foster a customer-focused culture.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years leading Technical Support, Field Service, or Service Operations teams.
• Proven track record developing high-performing technical or customer-facing teams.
• Experience implementing process improvements and service metrics.
• Strong cross-functional collaboration with engineering, manufacturing, operations and sales.
• Excellent leadership and communication skills.
• Analytical with root cause analysis experience.
• Ability to drive organizational change and scalable processes.
• Continuous improvement mindset.

Responsibilities

• Lead and develop Technical Support and Field Service teams across multiple locations.
• Establish performance expectations, accountability measures, and service standards.
• Drive continuous improvement initiatives focused on customer support processes, documentation, and service delivery.
• Oversee customer issue resolution, ensuring timely escalation and follow-through on critical cases.
• Develop and improve case management, tracking, and reporting systems to increase visibility and efficiency.
• Partner cross-functionally with Engineering, Operations, Warranty, Sales, and other stakeholders to resolve technical and operational issues.
• Conduct root cause analysis on recurring customer concerns and implement sustainable corrective actions.
• Improve communication and collaboration between internal teams, dealers, and customers.
• Coach, mentor, and develop highly experienced technical professionals to maximize team performance.
• Foster a customer-focused culture centered on responsiveness, professionalism, and continuous improvement.

Skills

Team leadership

Cross-functional collaboration

Root cause analysis

Process improvement

Customer service operations

Communication

Education

Bachelor's degree or equivalent

Job description

DSJ Global is seeking a proven leader to elevate its Technical Services function in manufacturing, focusing on process improvement, team development, and operational excellence.

The role spans multiple locations, driving service standards, cross-functional collaboration with Engineering, Operations, and Sales, and mentoring senior technical staff to build scalable solutions.

You'll analyze performance, implement robust case management, and foster a customer-focused culture.