Technical Services Manager

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

Job summary

DSJ Global is seeking a Senior Director/Head of Technical Services to lead a cross-location team of Technical Support and Field Service professionals. The role focuses on process improvement, documentation, and delivering operational excellence across service delivery.

The ideal candidate will have extensive experience managing customer-facing teams, implementing metrics, and driving organizational change while fostering a culture of responsiveness and continuous improvement.

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 building high-performing technical or customer-facing teams.
• Experience implementing service metrics and accountability frameworks.
• Strong cross-functional collaboration with engineering and operations.
• Excellent leadership and relationship-building skills.
• Analytical problem-solving with root cause analysis experience.
• Ability to drive organizational change and scalable processes.

Responsibilities

• Lead and develop a team of Technical Support and Field Service professionals.
• Establish performance expectations, accountability, and service standards.
• Drive continuous improvement of customer support processes and documentation.
• Oversee issue resolution with timely escalation and follow-through.
• Develop case management, tracking, and reporting systems.
• Partner with Engineering, Operations, Warranty, and Sales to resolve issues.
• Conduct root cause analysis and implement corrective actions.
• Improve communication between internal teams, dealers, and customers.
• Coach and develop technicians to maximize performance.
• Foster a customer-focused culture of responsiveness and continuous improvement.

Skills

Leadership

Team Development

Process Improvement

Customer Service Ops

Root Cause Analysis

Cross-functional Collaboration

Communication

Change Management

Education

Bachelor's degree

Job description

Join an innovative manufacturer serving the agricultural and grain processing industry with specialized equipment and technology solutions. This organization is committed to delivering exceptional customer support and is seeking a strong leader to help elevate its Technical Services function through process improvement, team development, and operational excellence.

Responsibilities

• Lead and develop a team of Technical Support and Field Service professionals across multiple locations.
• Establish clear 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.

Requirements

• Bachelor's degree or equivalent combination of education and relevant experience.
• 5+ years of experience leading Technical Support, Field Service, Customer Service, or Service Operations teams.
• Proven success managing and developing high-performing technical or customer-facing teams.
• Experience implementing process improvements, service metrics, and accountability frameworks.
• Strong understanding of customer support operations, issue escalation, and service delivery best practices.
• Experience working cross-functionally with engineering, manufacturing, operations, and commercial teams.
• Excellent leadership, communication, and relationship-building skills.
• Strong analytical and problem-solving abilities with experience conducting root cause analysis.
• Ability to lead organizational change and influence highly tenured teams.
• Continuous improvement mindset with a focus on building scalable and sustainable processes.